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:
How many calls were transferred out of the Sales queue into the Claims queue.
What was the handle time of the calls transferred out of the Sales queue into the Claims queue.
How many calls in the Sales queue where the agent conferenced in a Claims agent from the Claims queue, but then didn’t actually transfer the caller over.
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"
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