Department changes after a transfer

2 Comments

  • Jessie Schutz
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    Hi Jonathan! I'm working on finding an answer for you!

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  • Dennis Lynn
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    It looks like you may have already reached out to our Chat team here on this issue, but to close the loop here:

    The first response time for a chat which is transferred will reflect the first response at the time the chat started - meaning your reporting will not account for the time it took for the next agent to answer the chat when it was transferred. The agent you were working with has already submitted feedback regarding this point on your behalf. 

    As far as the order in which agents' names appear when looking at your report where a chat was transferred, this is unfortunately a completely random order. There is no way to determine in the report who was the first agent, and which agent was the transferred agent; you would need to review the individual chat transcript to be sure with this. This is another point of feedback our agent has already submitted on your behalf. 

    I wish I had better news here, but please do let us know if you have any additional questions!

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