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.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...