Analytics and Reports

[Rohan1556]

I'm needing to add transfer source details to my reports.

Example:

Team A transferred "X" calls to Team B. Is this possible?

[ArvinG]

Hi @Rohan1556 – You can see counts of transfers in CX Analytics, but it doesn’t currently break them down by source and destination at the team level (e.g., “Team A transferred 12 calls to Team B”). I’m confident we’ll have a framework to support that kind of reporting in the future. In the meantime, one workaround is to check the Engagement level (Logs > Engagement Logs), which shows timelines and events for when a transfer happened and which queue it was routed to although this would require some manual stitching of data / external reporting to connect the From and To queues.