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Track call transfers in Cisco Unified ICM/Contact Center Enterprise

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!

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Re: Track call transfers in Cisco Unified ICM/Contact Center Enterprise

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