I am trying to report on the number of calls transferred to an external number


4 Commentaires

  • Commentaire officiel
    Taylor Bowser
    Zendesk Customer Advocate

    Hi Thomas, 

    Thanks for reaching out! We recently released new functionality that allows for reporting on transferred calls in Explore via the Call Leg Type or Call Consultation Type attributes as mentioned here

    • Identify calls that were auto-forwarded or transferred by agents to external numbers with the new ‘External’ call leg type.
    • Differentiate consultation, transfer, and conference legs from the rest of the call legs using the Leg consultation type attribute.

    You can use these attributes to filter your metrics for a more granular look at call transfers. If this isn't quite what you're looking for let us know and we'd be happy to take another look!


  • jamestowndistributors

    Follow up question? 

    How do we differentiate between an agent transferring a call to another agent and receiving a transferred call. 

    The leg consultation type does not seem to tell us the direction of the transfer. 

  • Patrick Stone

    Taylor Bowser

    The HERE link is dead. Was it moved? Thanks!

    Here's where the link leads: https://support.zendesk.com/hc/en-us/articles/360051542754-Announcing-improved-Talk-reporting-in-Explore

  • Dave Dyson
    Zendesk Community Team

    Hi Patrick -

    Thanks for the heads-up, I'll alert the author. In the meantime, you'll find all the information on the Calls dataset here: Metrics and attributes for Zendesk Talk


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