Agent transferred/conferenced activity

[FONEGUY]

Happy New Year to all .
Can anyone give me a brief axplaination on how to read and understand the Agent transferred/conferenced activity report ? We ae just trying to figure out how many calls the agent transferred to other agents and how many calls were transferred to the agent .Is there another standard report that would be more informative ?
Thanks
Foneguy

 

[mtratchel]

The Agent Transferred/Conference Activity report is useful when you want to have a general idea if agents are handling their calls or passing them on to other departments (or in the case of the conference and consultation columns, having to turn to other departments to close out their calls).

A lot of my customers like to query the Call by Call databases to have more detailed information on the transfers.

 

[FONEGUY]

Thanks for the reply .We have a couple of agents that have entirely too much Not Ready time . The supervisors have been using various reports to research the activities of these agents . So far their level of activity doesn't jive with activity provided by the reports . We use activity codes and Not Ready reason codes but this doesn't always reflect the agents true productivity , or in this case the lack of it .