Hi, I work in a call centre and I produce all the stats for the various departments. I've noticed a couple of agents have ridiculously high transferred call numbers, but no reason within their job for transferring this many calls.
I can't find a way in the reports (I only have access to the historical reporting and real time reporting web views) to find where these calls are being transferred to.
I can only find the report called "Agent transferred/conferenced", which gives me the numbers but not where the calls are going.
I've seen the call-by-call reports, but this doesn't seem to show what I'm looking for.
Any ideas where this can be found? (if needs be I can get access to any part of the switch/system, I just need to know where to go so I'm not clicking buttons willy nilly...)
I can't find a way in the reports (I only have access to the historical reporting and real time reporting web views) to find where these calls are being transferred to.
I can only find the report called "Agent transferred/conferenced", which gives me the numbers but not where the calls are going.
I've seen the call-by-call reports, but this doesn't seem to show what I'm looking for.
Any ideas where this can be found? (if needs be I can get access to any part of the switch/system, I just need to know where to go so I'm not clicking buttons willy nilly...)