#8 transfers

[Mattcctech]

I have a question on reporting of #8xxx transfers. If a call is answered in app. 10 and the agent ends up doing a #8xxx transfer to application 20 , on an application summary report, where will that call(s) be counted? Will that call be counted as a handled call for application 100 in the application summary report in Seagate?

 

[Sirgordo]

If the call was transferred using a #8 it would be counted in both Application 10 and Application 20 because by definition you would actually have 2 applications handling the call. #8's and #9's create double counts simply because in actual fact their is two applications handling the call. The first one could be just a redirection of the other one. If an agent transfers directly to another agent or Agent Group then you have only one application handling the call but multiple parties involved in the handling. As such that is why you will see Associated Party values in transferred calls that were direct to another resource but not when they are transferred via a #8 or #9.

 

[Mattcctech]

FYI to anyone reading, in version 9.x, the DNIS follows all of the call records on a #8 or #9 transfer. Depending how you report on call volumes this could result in double counting calls (by DNIS).