Aspect transfers

[mitzi01]

I am looking for some expert feedback on transfers. I currently work in a contact center where transfer rates differ greatly. I know we have agents that are manipulating their transfer rate. I guess my question is if we are running aspect 3.0 is there a way that some users can xfer calls without reporting showing them as transfers? Such as an inside supervisor line or a specific xfer sequence being #8, #9, etc.?

 

[UB40can]

A report can be created that will track all outdialing off of the ACD. This will not only pick up the #8's and #9's but any digits an agent presses. If you have a reporting Team they should be able to create this if you don't already have it or you could probably ask Aspect to do this. (eg: outdial trace report)Approx 2K

Would suggest that if created from scratch, check to see if filters can be added to put in wild cards such as #8* or #9*.

 

[gshadz37]

SELECT tm.tname as team, cd.orig, us.last_name, us.first_name, cd.dial_digit,
COUNT(*) AS calls, SUM(cd.talk_time + cd.hold_time + cd.wrapup_time) AS handle_time
FROM calldetail cd, users us, team tm
WHERE (cd.orig = us.ext_num)
AND (us.team_num = tm.tnum)
AND (cd.term_date >= 1YYMMDD)
AND (cd.term_date <= 1YYMMDD)
AND (cd.call_type = 3)
AND (cd.disposition = 13)
AND (cd.orig_group IN (List your agent group numbers here))
GROUP BY tm.tname, cd.orig, us.last_name, us.first_name, cd.dial_digit