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Following where transferred calls go

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taanio

Technical User
Nov 2, 2005
1
GB
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...)
 
Well since you have the call-by-call this is were I would start. It may look like a lot of work following the calls but you will at least see were they are going.

Duke BB!
Go Blue Devils!
 
regarding tracking calls transferred outside of the accd queue using CallbyCall reports; here's the answer I got back from NextiraOne:

The event data within the call by call record shows the DN of the transferred destination...it doesn't say what happened to the call once transferred( for example: if it was answered, abandoned or if they left a message. The call by call is also CPU cycle intensive so it should not be on all the time.

I sure hope they are correct....
 
If you can't see what you need in the call-by-call you may need to configure CDR output directly from your switch. That should contain all elements of a call 'cradle to grave'. You didn't mention switch type but on a Meridian 81c the transfer info is contained in the CDR.
 
Call by Call would be where this information is kept, and it is very time consuming to go through this report in a large call center. CDR will not have this type of information as a CDR record gets generated when the phone call terminates. So the CDR record would appear on the set that terminated the phone call, not where the call got originated from.
 
Do you have call recording? This would record each segment of the call separately and would generally record the position ID of the agent phone and the number dialed.

We use Nice and it's available with that. I don't imagine most others won't also offer this info.

DD
 
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