Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on October 12, 2018, 11:24:22 AM

Title: Where is Agent Consult and Transferring
Post by: PFCCWA on October 12, 2018, 11:24:22 AM

Hello

We want to differentiate between calls that are consulted/transferred between agents, against those which are consulted/transferred externally.
Is there a way to do this using CCA (datamart/datasourcer).

Using the available templates we have consult, transfer made and taken.
We can use to find out who is making the consult, who has made the transfer (if transferred), and whom has taken the transfer.

What we want to know is where is the consult being made ie to another agent (usually through a RP), or external cell directly.

we are using t-server v8.1/URS v8.1, StatServer v8.1/CCA v8.1.
thanks

Title: Re: Where is Agent Consult and Transferring
Post by: catanirex on October 12, 2018, 12:00:17 PM

You can use separate VQs to tick the calls on before doing the actual transfer.

Title: Re: Where is Agent Consult and Transferring
Post by: PFCCWA on October 12, 2018, 12:41:48 PM

hello

thank you but not sure how you this would work.
The agent use a sdk softphone to perform consultations.
If consulting another agent, they would dial a route point.
If consulting an external party, they would dial an external number (ie cell).
Presuming the VQ tagging would work if both consultations were made using a route point/or strategy.

thanks,

Title: Re: Where is Agent Consult and Transferring
Post by: Kubig on October 12, 2018, 01:33:12 PM

Just add some custom KVP for calls transferring interaly (via routing point) and then set up statistic with filter based on this custom KVP. Then you will be able to recognize/count number of internals transfers and of course also the external one. Of course, the agent must not transfer directly to the agent without using routing.