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Call Reports: Direction Filter for Transfer or Call Results showing Transfer

Sirjes2

We have our main customer support queue that all customers call into and several other internal queues where the customer support agents would transfer calls if necessary. We would like to report on how many calls were transferred to another queue, or internal extension. Agent performance filters only show specific queues and agent names, so there isn't much to go by. Call report filters should at least include something more than Participants phone numbers. Internal Extension, Dial plan, Ring group are a few options that could be listed as potential destinations. Thank you,

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Sirjes2

Ah yes. We do use this as well. We add all agent transfers together for total transfers for all agents and then divide total handled calls to produce a separate stat that our Customer Support uses in their reports to the board (Total transfer ratio per queue). It just takes several reports and math to get the answer.

KateG

@Sirjes2 Thanks for additional context, it makes sense.

The transfer analysis widget is available in the Agent Performance Board, you may already be using it, it doesn't encompass the destinations you are looking for. But I will share this feedback with the team.

Sirjes2

@KateG The 'left queue' reason does not seem to work in our case. I believe these reason codes are dependent upon an action that takes place while the caller is 'in the queue' such as a conditional route, DTMF button press or timeout. Once an agent takes the call, it is then transferred by the agent internally, not by the queue itself. As for the Transfer Analysis widget, I am interested in what information can be displayed if you have time to share. Thank you.

KateG

Hi @Sirjes2 Welcome to the Community and thanks for sharing your idea.

Our product team has heard this request previously, and your input has been noted, but a direct global filter is not currently on the roadmap. We will monitor the idea for comments and votes and keep the community updated.

There are 'left queue' reasons and a transfer analysis widget than can help uncover some of this data, if you would like more information on that let me know, I can find that out for you.

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