Consult Calls <> Transfer Made + Transfer Taken. Why?

[Brio User]

Dear Genesys Professionals:

I am using Genesys Reporting Template for Agent Groups and I have found some discrepancies in some of the statistics. My problem lies with Consult Calls and Transfer Made and Transfers Taken.

At first, I expected "consult" = "transfer made" + "transfer taken", but this does not hold true, does it.

I realize that some of the calls probably are transfered to another agent group plus there are some calls that are transfered from other groups but what does constitute a "consult" call for an agent group? Is it number of consult calls made by the agents or number of consult calls received? Does it include consult calls made from other agent groups? Does it include calls made to other agent groups? What is what and how is it calculated?

Thank you very much for throwing some light on this for me.

AFAIK Great forum
                                                          Jenny C. Mason

[cavagnaro]

Consult calls is a Transfer in two steps, first consult if i can transfer, then transfer.
You can't consult a group. You only can consult to a DN.

From Reporting Guide:

[quote]The total number of CallConsult statuses for agents; that is, the number of times that agents participated in consultation calls.

• For GroupAgents, this stat type gives the total number of times that agents in the specified group were in the CallConsult status.

• For GroupPlaces, this stat type gives the total number of CallConsult statuses for all agents who are logged in at places belonging to the specified place group.[/quote]

[ecki]

Hi Brio mate,

There is no such equation. Stats Transfer Made/Taken are raised only when you initiate transfer process no mater if single step or two step transfer. Whereas statistics consutation made/taken is raised when you initiate conference or when you during two step transfer estabilsh connection between trasferring and transfered party before the transfering process is finalized. What means in the fact that you have established confference during the trnasfer process. This does not apply for stats transfer made/taken when you initialize conferrence.