Transferred Calls Wait Time still with Originating Department

Answered

2 Comments

  • Official comment
    Sean Chuang
    Zendesk Product Manager

    Hello,

    Thank you for your question. Premier Support's guidance is correct. Current wait time metric reports on how long caller is on the call before call is answered. The capability currently does not extend to associating the caller to the specific group. At this time, it is not possible to report on how long a call has been in specific groups. At this time, this is not on the roadmap but we will add this to our roadmap for future consideration.

    Thanks,
    Sean

  • Ollie

    Hi Sean,

     

    Thanks for coming back to me, this is a key reporting metric and isn't providing accurate results. If Group A transfers to Group B's queue but then the call is abandoned this should not impact Group A's stats. It also shows on the live dashboard there is a queue waiting for Group A who have agents available and this is causing questions about why a call isn't coming through, this makes it difficult to manage a live operation and is then providing false reporting in Explore.

     

    Thanks

    1

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