Transferred calls

[tobywan]

Hi

I need to know the amount of transferred calls per application in our callcenter.

The only place I can get statistics from transferred calls(trans out) is under agent performance.

Is there a way to get this data on application level instead of agent only?

/Tobias

 

[captaingadget]

I'm afraid not. Once the application has delivered the call to an agent, the application terminates and takes no further part so it doesn't know what happens to the call after that. I guess you could write a customised report using Crystal.

 

[Milesprower]

If the transferred calls go to a set of predetermined places, you could do a work around by having the agents transfer the calls to a CDN.

Obviously, if they are transferring calls all over the place this is not going to work. But, if they are transferring calls to set numbers (like sales, service, etc), you could set up applications to route the calls and count use either the CDN or applciation reports to count the "transfers".

 

[captaingadget]

Very clever, I would not have thought of that trick.