This report provides information on the number and details of calls that were transferred to another agent or supervisor within a contact/call center for a particular campaign and skill set.
It helps to analyze the effectiveness of the call transfer process and track customer interactions with different agents.
To understand the agent’s product knowledge and their skill set in handling the customers if transferred for further assistance. This report also triggers the calls if transferred due to different skill sets required.
Agents’ immediate reporting managers will find this report useful to understand the agent’s knowledge base.
Instructions on how to generate it are available by clicking here.
Updated 2 months ago