Does anyone have a solution for reporting upon Internal Transfers. We're looking to see which number our agents are transferring to.
We have suspicions that some agents are mis-transferring calls either to the wrong department or even back into their own queues, however the Call History on the CMS isn't able to capture data during the day, and the team are too big to have Agent Trace running for it to be effective.
Ideally we just need a report which is going to show agent 'x' dialled out to these numbers, internal and external - then it can be easily analysed.
Would SMDR feeds include internal data or do we need a full call logger in place and report from that ?