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:
- 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"
Anirudh Iyer
