Reporting on calls transfered from agent because user selected wrong option

[Chris Bomba]

I have a customer that wants to report on the calls that come in and users choose the wrong option and get to an agent.  Then the agent has to transfer themt another number.  This number is not part of UCCX.  I would like to report on the numbers that the agents transfer to.

I thought about using Wrap-Up Data, but from reading some threads it looks pretty difficult to do that.

Chris

[Anthony Holloway]

Not only are wrap-up codes easy to implement, they're perfect for this situation.  I say go for wrap-up codes.

[l.hellyer]

Hi Chris.

Let me make sure I have the scenario correct.  Agents are selecting incorrect transfer options that result in second transfer to the correct group?  Are you trying to report on the 1^st or 2^nd transfer? 

I agree that wrap codes can be used to track the instances where the receiving agent had to transfer to the correct group, but it requires the agent to be placed in the “wrap” state after each incorrect call.  May not be a big deal, in your environment but it’s a reporting consideration. 

Are you using CTIOS?  If you are, you can store this information in a call variable and append the value each time a call is transferred.  This will allow you to track the original, and subsequent transfers. 

Hope this helps.