Genesys Cloud - Main

How can we find the report for how many calls were external transferred only?
Currently, the system is bringing together both call flow

I was trying to see through API to find something that could be used as Filter and doesn't show much, 

Hi Gabriel,

I would consider the use-case for having external transfers route into a call flow. All of our internal transfers route to a flow, but external exits our system to the 3rd party.

I have an idea with the API but I want to make sure I understand you correctly:

1. You have a dedicated external transfer flow and internal transfer flow?
2. Can you elaborate on what you mean by "system is bringing together both call flow"

How can we find the report for how many calls were external transferred only?
Currently, the system is bringing together both call flow

I was trying to see through API to find something that could be used as Filter and doesn't show much, 

Hello Caleb, thanks for your reply

1. You have a dedicated external transfer flow and internal transfer flow?

R: No, I have only one Flow. 

1. Can you elaborate on what you mean by "system is bringing together both call flow?

R: I mean, Genesys doesn't have a option in the front-end to allow us split External to Internal transfers. So If I select to show the column "Transfer" (under Workspace/Queue Interactions) it will bring both. And in my case, I need only External.

Hi Gabriel,

I would consider the use-case for having external transfers route into a call flow. All of our internal transfers route to a flow, but external exits our system to the 3rd party.

I have an idea with the API but I want to make sure I understand you correctly:

1. You have a dedicated external transfer flow and internal transfer flow?
2. Can you elaborate on what you mean by "system is bringing together both call flow"

How can we find the report for how many calls were external transferred only?
Currently, the system is bringing together both call flow

I was trying to see through API to find something that could be used as Filter and doesn't show much, 

Ah, I see. I would recommend using external contacts for external transfers. This accomplishes your split goal. This separates the traffic and is faster for the agent. There is a column for External Contact and a filter for External Contact in the interactions view. There's also a whole set of APIs dedicated for this.

I checked the API also and only see references to transfers or transfer types(Blind, consult..), can't find a tag for external vs internal transfers.

Hello Caleb, thanks for your reply

1. You have a dedicated external transfer flow and internal transfer flow?

R: No, I have only one Flow. 

1. Can you elaborate on what you mean by "system is bringing together both call flow?

R: I mean, Genesys doesn't have a option in the front-end to allow us split External to Internal transfers. So If I select to show the column "Transfer" (under Workspace/Queue Interactions) it will bring both. And in my case, I need only External.

Hi Gabriel,

I would consider the use-case for having external transfers route into a call flow. All of our internal transfers route to a flow, but external exits our system to the 3rd party.

I have an idea with the API but I want to make sure I understand you correctly:

1. You have a dedicated external transfer flow and internal transfer flow?
2. Can you elaborate on what you mean by "system is bringing together both call flow"

How can we find the report for how many calls were external transferred only?
Currently, the system is bringing together both call flow

I was trying to see through API to find something that could be used as Filter and doesn't show much,