Explore recipe: Displaying the number of calls transferred to a group

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3 Comments

  • Bruno Menezes

    Is there any way to report on calls that were transferred from a group?

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  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Bruno,

    Thanks for reaching out! We recently released new functionality that allows for reporting on transferred calls in Explore via the Call Leg Type or Call Consultation Type attributes as mentioned:

    https://support.zendesk.com/hc/en-us/articles/360059215933-Explore-recipe-Displaying-the-number-of-calls-transferred-to-a-group

    Differentiate consultation, transfer, and conference legs from the rest of the call legs using the Leg consultation type attribute.

    You can use these attributes to filter your metrics for a more granular look at call transfers.

    Hope that helps! Have a great day.

    Jason Schaeffer | Customer Advocate |

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  • Bruno Menezes

    Hi Jason,

    Thanks for getting back to me.

    That's helpful, thanks! However, it isn't quite what I actually need. I've been trying to figure a way to know which group/department has transferred the call, in other words, from which group/department the transferred calls are coming from. That would be something like:

    1st column: Transferred from (group/department)

    2nd column: Number of calls

    Hopefully you can help me here. Thanks in advance!

    Bruno

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