Chat transfers not displaying in query
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]
ENDIF
IF ([Chat started by]="Transfer")
THEN [Engagement ID]
ENDIF
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.
-
Hey Tom,
I'm going to create a ticket on your behalf so we can take a look at your report and your chat data to see why this information isn't showing properly in your reports.
You'll receive an email shortly stating your ticket has been created.
Cheers!
Iniciar sesión para dejar un comentario.
1 Comentarios