Queue to Queue Transfer Report

[mheuer]

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.

[ffi77]

I've got this exact same query from a Manager so keen to see if anyone can provide some assistance!

[sarond]

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.

[mheuer]

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.