Hello,
I am a newbie to the Cisco Unified ICM/Contact Center Enterprise and I have a task to find the transfer % of the inbound calls.
The things I want to retrieve are:
1. How to identify if a call is being transferred? (I figured I could use Call disposition= 28,29 - IS that it?)
2. Who is the agent along with his department transferring the call?
3. To which agent along with his department is the call being transferred to?
I have started with the Cisco_Termination_Call_Detail table.
Thanks!
