Track Transferred Calls in CMS or Call Center

[thecmancan]

Hello All,

I'm trying to track how many calls are transferred from one vdn/vector to another. Is there a field in a report for CMS that I can enable? Is it a manipulation of vector variables?

Please help, I love vectoring and this will help in answering future requests from call center managers.

Thanks!

 

[smokinjoe2938]

are you measuring the vdn?

acss sme acis sme acss cm 5.2.1 acss cm and cmm

 

[thecmancan]

Yes, tracking the VDN would work.

 

[thecmancan]

I found a field called flow-in on the reports for the VDN. How do I track from which other vdn specifically, are these calls coming from?

Thanks!

 

[Stinney]

You can't unless you have External Call History.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[thecmancan]

Can I set up a vdn so that agents will transfer calls mistakenly directed to them back to the main queue through this vdn.

This way, any calls that hit this vdn would only be calls that I need to track?