Reports on calls transferred out to another number from within the dialogues

Liberty Converse / CX
1

Hi. How can I get a report on the number of calls that get transferred out to a different number from within a dialogue? A caller selects an option they get automatically transferred out to a different number that sits outside of the contact centre group.

Thanks

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2

Hi Vanessa, if using Converse Dialogue Builder an option is to use Report Outcomes that are connected to the specific block(s) that perform the transfer to the number. This will then populate a Dialogue Report to show the number of calls that followed that route.

For more details, please visit Help Portal and why not try our new Docs Portal Chatbot Libby and ask for more details about Converse “Outcomes”.

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3

Thanks for this, I have a transfer block that calls out to another number and transfers caller, the boxes you should be able to click to ‘Select Outcome’ are greyed out so I can not set the report.

4

Thanks for this, I have a transfer block that calls out to another number and transfers caller, the boxes you should be able to click to ‘Select Outcome’ are greyed out so I can not set the report.

5

For a Dialogue they may look greyed out but you hover over the pie chart icon it should show you the option of setting or selecting an outcome.

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If it doesn’t please do log a call with support as this is not the correct behaviour.

6

Hi

It shows as this and I can not select any of the ‘then go to’ options, the outcome icons or the grey arrows. Is this a fault or am I do something wrong? Thanks

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7

Okay you don’t need to set for this - as you are calling a mobile you don’t need to enable the supervised transfer (this is why the outcomes are disabled, because the supervised transfer is not enabled). The actual Outcome will be set on the previous block where it is loading the transfer block. The Outcome is the transfer block.

Hope that makes sense.

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