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Introducing a new set of parameters for warm transfers: transfer answer count, transfer request count, outdial transfer answer count, outdial transfer request count.

The business requires to correctly reflect the total number of calls dealt by an agent : inbound, outbound, consults and transfers.

At the moment, due to how the profile variables are set, it is not possible to identify in ASR how many consult calls were received or placed by an agent as pure consults (without transfers) unless there is a cross check with an AAR, as ASR does not contain Customer Session ID in profile variables.

Based on our extensive testing we found out the only way of isolating pure consults would be to deduct the transfers from the respective agent.

While current transfer parameters are also showing different things, depending on type of transfer (agent, queue, DN and blind/ warm), having these 4 parameters set in the platform would enable us to compute more accurately

  • Claudia Bodea
  • Mar 9 2021
  • Guest commented
    July 15, 2021 10:15

    Hi,


    Can we please have an update on this?


    Thanks