Historical report for call transfer to other agent

nurmawann · ‎01-06-2005

hi, my setup is CRS 3.5(2). i have the following scenario:

- agent-1 receive the call

- agent-1 transfer the call to agent-2 ICD extension, since the caller wants to talk to agent-2

- once the call is transferred, agent-1 is back to ready state

Q1. does this mean that the session is handled by two agents?

Q2. when agent-2 received the transferred call, s/he couldn't receive new call, does it mean agent-2 is in NOT READY state?

Q3. which historical report shows the above condition? agent detail? ccdr detail? or else?

many thanks in advance.

yogeswar · ‎01-07-2005

Hi,

Q1. does this mean that the session is handled by two agents?

Ans : The call will be treated as handled by the agent to whom the call got transferred directly from the CSQ.

Q2. when agent-2 received the transferred call, s/he couldn't receive new call, does it mean agent-2 is in NOT READY state?

Ans : Yes, agent2 state will be NOT READY

Q3. which historical report shows the above condition? agent detail? ccdr detail? or else?

Ans : If you have CRS 3.5 installed, you can check

Detailed Call, CSQ, Agent Report. The description for the same is documented in CRS 3.5(1) release notes

For other CRS 3.x versions you can refer "Detailed Call by Call CCDR Report". Agent's ICD extension will be displayed in this report.

For more information on Historical Reports refer the following useful URLs

1. Understanding HR

2. Cisco CRA HR User Guide

3. Cisco CRA Database Schema

4.Creating custom reports for IPCC Express:

Regards

Yogi

nurmawann · ‎01-16-2005

hi Yogi,

thank you for the info.

.nurmawan