Transferred e-mails always 0 in Pulse

[Jones]

Hi all,

Another statistical question from my side regarding Transferred e-mails this time. (Pulse)
We only transfer to Agent Groups and not directly to other agents.

Tested stats that always showed 0:

[Total_Number_Transfers_Made]
Category = TotalNumber
MainMask = InteractionTransferMade
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction

[Interactions_TransferMade]
Category = TotalNumber
Formula = DCID
MainMask = InteractionTransferMade
MediaType = email
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction

[Transfers_MadeEmail]
Category = TotalNumber
MainMask = CallTransferMade
MediaType = email
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction


In UR Server logs and Pulse Stat server logs I can see that transferred e-mails have the following attribute: 'IW_RoutingBasedRequestType' 'OneStepTransfer'
Which I thought I could use for a formula and behold, it gave me some numbers, so improvement from 0 to actual numbers.
However, I have tested and it now shows me the number of transferred emails but it also counts replies to customers, which are obviously not transfers.

What I am doing wrong and how can I show the correct number of transferred e-mails per agent?


Tested stats:

[Interactions_TransferMade]
Category = TotalNumber
Formula = PairExists("IW_RoutingBasedRequestType", "OneStepTransfer")
MainMask = InteractionHandlingInbound
MediaType = email
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction

I also tested with a filter: TransferFilter = PairExists("IW_RoutingBasedRequestType", "OneStepTransfer")

With:

[Email_TransferFilter]
Category = TotalNumber
MainMask = InteractionHandlingInbound
MediaType = email
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction

This shows 0 so does not work.

Any help is appreciated!

[catanirex]

Hi,

The email transfer statistic for agents does ONLY work when you are using direct agent to agent transfer
It does NOT work when using transfer via strategy, routing point based transfer.

By design...

[Jones]

Hi, thanks, I did read that in documentation after all the testing...

I thought if I used a formula/filter it would work, I actually still don't understand why it wouldn't.
All transferred e-mails have the same attribute which is  'IW_RoutingBasedRequestType'  'OneStepTransfer'

Anybody?

[cavagnaro]

Transfer occurs only between agents. Between other DN are distributed.

Enviado de meu E6633 usando Tapatalk

[abdel]

Using the MainMask: HandlingInbound and the filter PairExists("IW_RoutingBasedRequestType", "OneStepTransfer"), it is still not working.

Anyone solved this issue?