Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: LB on January 01, 1970, 12:00:00 AM

Title: reporting transfered call
Post by: LB on January 01, 1970, 12:00:00 AM

Does anybody know how transferred calls are counted in reports?
Let say agent receives a call and transfer it to agent B (agent A and B are in the same group ALLAGENTS). We measure statistic with MainMask: CallAnswered and Formula DCID.
So my assumption is that agent A gets 1 call answered reported
agent B gets 1 call answered reported
group ALLAGENTS get 1 call answered reported).

Am I right?

Title: reporting transfered call
Post by: KM on January 01, 1970, 12:00:00 AM

DCID makes the call unique per object, so, yes, you are right it will count this call only once: when it first entered the group. It took us a while to understand how to use DCID. At the end, it just ended up being defined as: if it comes back don't count it.

Title: reporting transfered call
Post by: cumi on January 01, 1970, 12:00:00 AM

Actually I don't know what is a formula DCID, but I have a huge experience with CCA and Callconcentrator. This question is about CCA, so:

There are 2 scenarios.

1.) Agent A transfers a call to a RP/Queue, then it is distributed to Agent B, and Answered. In this case, you have 2 Answered Calls for their group (one answered each agent)

2.) Agent A transfers directly to Agent B's extension. In this case Agent B doesn't has a call answered. Call Answered can be counted for RPs or Queues.

If agent A is doing 2 step transfer (hold, transfer initiate, transfer complete only when the call is answered), you can count CallAnsweredConsult for Agent B, so you can differentiate between these 2 types of calls.

hope this helps

Title: reporting transfered call
Post by: Vic on January 01, 1970, 12:00:00 AM

DCID would do the trick.