Just doing some analysis on transfer rates within different skillsets we have, and have come across an problem when reviewing a DILO i wrote. On the Agent Performance report, there is a column with "transfers" totalled up. Is this:
Calls transfered externally (i.e. to stores)?
Calls transfered within skillsets?
Both of the above?
We have a transfer SLA and knowing this would help considerably.
Thanks in advance.