how to report on web chat transfers
our business is looking to identify chat metrics around transfers
e.g. in a client's chat session how many transfers took place, and information about each transfer i.e. from current representative to which transferred representative / queue,
also how can you tell if a transferred chat was accepted or declined (whether representative declined or transfer timed out )
(if more detailed information could be added in the chat transcript regarding transfer it would simplify our reporting needs as the chat transcript could all the information needed ??)
I have seen some information in
but don't have enough information about how to use the reports - so any documentation on the report definitions would be very helpful.
one of the questions is what the status's Unprocessed, Resolved etc mean.
it seems the information is there but no explanation of what actually is there and how to use it