Pim_Belder | 2024-06-20 15:04:58 UTC | #1
Hi,
I am trying to work out who is speaking to whom when there is a consult or a transfer. For our reporting requirements each "call" between two people is considered a separate "call", so a conversation is not a separate call.
If I have an customer calling and an agent speaks to them and then calls a colleague or a queue to transfer the call. How do I know who is talking to whom at which moment? Is there way to register these relationships?
Thanks in advance
Eos_Rios | 2024-06-20 15:18:49 UTC | #2
You have to parse it based on session times and metric emissions. No easy button, this is why people have requested dedicated transfer reporting.
https://genesyscloud.ideas.aha.io/ideas/ANLS-I-172
3 years later still a "future consideration" so resign yourself to figuring out the hard way.
Pim_Belder | 2024-06-20 16:44:18 UTC | #3
Thanks for your answer. If I understand you correctly you have to create a bunch of rules to determine all the scenarios for what can happen when more than 2 people are involved in a call. I guess the segment endtime of the interactions helps determine who speaks to whom if there is a consult or a transfer. Any pitfalls you can warn me for?
system | 2024-07-20 16:44:42 UTC | #4
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