I am trying to count transferred chats in a query, which should be simple enough using the Transferred chats or Transfers metrics. However, while testing for this the transfers do not appear to be counted, neither on the host transferring nor the host receiving the chats.
Am i missing something on this? From the query, at least one of these should catch the transferred chat as a separate count.
IF ([Chat type - Unsorted]!="Offline Message" AND [Engagement started by]="Transfer")
THEN [Chat ID]
IF ([Chat started by]="Transfer")
THEN [Engagement ID]
However, even looking on every agent so far this year, agents we know have a few hundred transfers, as it is part of their process for the specific team, shows with a count of 0.
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