Transferred Calls Wait Time still with Originating Department
AnsweredHi
When transferring a call from Group A to Group B, why does the wait time stick with Group A until Group B answer the call? This renders the live monitoring useless and also incorrectly impacts the stats if the call is abandoned.
Example raised to me:
Agent answers a call requiring a transfer, they transferred this call to Group B. The wait time for this was around 30 minutes and showed on the live dashboard under wait time for Group A. The team in Group A believed this call was stuck as they had agents available to take calls however this "waiting" call never through them. After some digging it turned out this was transferred, the call then abandoned whilst queueing for Group B, this has in turn impacted Group A's average wait time and also additionally added an abandoned call to their stats.
When discussing with Premier Support I was told that this is expected behaviour, if Group B answered the calls then the stats would move over and then told that this would be sent over to the Talk team to review. From an operational perspective this makes zero sense, the call was moved to another team (the wait time also did not reflect on their live dashboard that this Player was waiting), Group A cannot control the queue for Group B yet are receiving their stats if abandoned and results are only moving over if answered. This unfortunately leaves the only resolution to give customers the contact number for the other group and dial through themselves which isn't a great experience for them.
Can this be looked into as this I can imagine won't just be our company impacted on our reporting and customer experience?
Thanks
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Official comment
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 -
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
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