Using CUIC, I know how to report on transferred calls to a specific queue that end with a disposition of 28, 29, or 30 in termination call detail. Where I'm struggling is reporting on call queues where the agent takes the call back. With a help line where an agent conferences with another agent and then takes the call back, how can I get a count of those calls? Is that going to be in Route_Call_Detail?
I can see how many calls the helper agents are taking, we just want to be able to see the agents that are making the calls without having to rely on manual tracking. Any ideas on how I can create this type of report?
Thanks for taking a look at this.
