Author Topic: Recording stats for transfers from a particular queue  (Read 924 times)

Offline DEZYKELLOCK

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Recording stats for transfers from a particular queue
« on: August 04, 2017, 04:18:14 AM »
I'm trying to record how many times each outbound number is dialed after calls have been answered from a particular queue. I know this can be done by looking at an Agent Group Outbound Trace report, but unfortunately the agent group the queue is going to make outbound calls already and I just want to know the outbound information from one particular queue. Any ideas anyone????


Offline eugenej

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Re: Recording stats for transfers from a particular queue
« Reply #1 on: September 14, 2017, 03:26:42 PM »
afraid you might be out of luck.
Queues are normally associated with INBOUND only. Agents don't actually belong to queues, rather agent groups.
Since the agent is making the call, the queue is not actually associate to the agent in anyway, on the agent group.

Now I'm a little unclear on "unfortuntately" bit but you could create a separate agent group and report against that.


 

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