Our switchboard team have requested a report which identifies calls that are blind transferred by a ContactCentre agent and fail to be answered (typically because the target extension is busy or allows the call to reach maximum ringing duration). When this happens, the caller returns to the queue and another agent has to re-handle the caller, transferring them elsewhere.
On an interaction report, in the scenario above the result shows as ‘Transferred’ and gives no indication that the transfer was ultimately unsuccessful. This doesn’t allow switchboard management to distinguish these instances from successful transfers, where the call is picked up at the target extension.
I can see the information we’re looking to collate by selecting the interaction in the report, then the events panel. Ideally we’d like to associate each interfaction/failed transfer/return-to-queue with the single call id, but knowing how often transfers fail to be answered and to which numbers would be very useful.
I suspect I’m missing something obvious, any pointers would be gratefully received.