Hi there,
If a customer gets in the wrong queue the agent transfers the customer to the correct queue by transferring the call to a script that just puts the call into the desire queue.
At the moment this means that every time an agent transfers a call into another queue it shows up in the reports as an new call.
Is there anyway way in the reports internal transfers can be distinguished from an external call?
Thanks
Alexis
http://www.netpacket.co.uk/
http://www.blog.netpacket.co.uk/