IPCC Express Report

Unanswered Question
Oct 30th, 2007

We have two ACD groups who gives different service levels, level 1 and 2. All the calls are received by agents at level 1 but when they can't solve the problem the call is transfered to level 2. I would like to know if it exists any kind of reports to see how many calls are being transfered from level 1 to level 2 and what agent is performing the transfer.


I have this problem too.
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