Reporting on calls that are transferred externally from a menu.
I'm adding a menu item to our main menu such that if caller presses 1, it gets moved to a queue, and if they press 2 they get call redirected to another number that is not ours. I want to know how many times the callers press 2 and get redirected. It never hits a queue in this case so how can i report on it?
Re: Reporting on calls that are transferred externally from a me
You can use the 'set enterprise data' step to write some info to one of the custom variables 1 - 10.
Those variables are written to the SQL DB in fields in the ContactCallDetail table with the same name; you can then run the 'Custom Variables' report to see how many of these calls there are for a given period, or you could write a custom report to address it if you have the appropriate SQL/Crystal skills.
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