Author Topic: Queue to Queue Transfer Report  (Read 1165 times)

Offline mheuer

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Queue to Queue Transfer Report
« on: March 07, 2025, 01:45:54 PM »
Hello all. I'm trying to figure out a way to run a report via CCM that shows when an ACD queue transfers to another queue. I can see the SMDR logs that calls are transferred. I can also see in Ignite that calls are transferred. But one of our managers is wanting to run a report to bring to meetings to show how often other queues are transferring the caller to other queues.

If there's a better place to post this question, please tell me so.


Offline ffi77

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Re: Queue to Queue Transfer Report
« Reply #1 on: March 12, 2025, 08:49:57 AM »
I've got this exact same query from a Manager so keen to see if anyone can provide some assistance!

Offline sarond

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Re: Queue to Queue Transfer Report
« Reply #2 on: March 13, 2025, 01:37:34 AM »
I would think a Queue Performance report should show how many calls are transferred out of the queue. i.e. not answered by an agent.

It would be called an interflow in the report.

Offline mheuer

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Re: Queue to Queue Transfer Report
« Reply #3 on: March 17, 2025, 12:40:56 PM »
I think I got what I needed from the Queue Group Interflow Spectrum by Queue report. Our auto attendant on the queues only allows callers to be transferred to one other queue, so I can assume all the interflowed calls are being transferred to that single queue. It'd be a lot nicer if the report showed where they were being interflowed to though in case the AA allows callers to be transferred to multiple queues. Thanks for your help sarond.


 

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