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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