Hello - I am somewhat new to the system. I have been able to generate a report on transferred calls but it only shows me who the call went to. I would like to know where the call came from (what skill and agent). Anyone already do this?
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I find it easier to use the detailed view of the Call Log. In this one, the red is the phone number that called, the blue is our phone number that they dialed and the "1 - [blue]" is the name of the call queue that they reached.
Green is the user that the call was dispatched to. She transferred the call to purple.
You can also go to the Calls section of a Performance Report and click on the call in particular. The visual here is a bit more obvious, but at the same time it's also a bit more cluttered:
Green is the user that the call was dispatched to. She transferred the call to purple.
You can also go to the Calls section of a Performance Report and click on the call in particular. The visual here is a bit more obvious, but at the same time it's also a bit more cluttered:
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