05-31-2019 10:43 AM
Team,
I have a question from a customer of mine.
"A call comes into the Sales queue and is answered by agent Susie.
Susie transfers the call over to a Claims queue. She either waits on the line with the caller until a Claims agent answers the call, or she might just make the transfer selections on behalf of the caller and then leave them waiting in the queue.
We’d like to know:
Do you have any way for us to get this information out of the database and/or CUIC? Currently I query the Termination_Call_Detail table, but I don’t think that what I’ve done is 100% accurate and covers all situations, so I’d appreciate some help"
Anirudh Iyer