Call queue activity counts for direct transfers

[ACBenson86]

Anyone know if it's possible to have direct transfers to a queue member be counted toward an answered queue call? We have a queue setup for our support team that is round robin to ensure equal call distribution. Some of our clients may call in to speak with a specific support rep. Our receptionists transfer the call normally, but it doesn't count toward an answered call in the queue. This can lead to unequal call distribution. Just curious if there is a way to direct transfer in the queue and have it be included in the queue activity reporting.

 

[Justin Scott]

Do you mean have the call counted towards the transfer recipient's call tally? I don't believe there's a way as the transfer recipient isn't answering the call from the queue, but if there was, wouldn't this skew your queue statistics even further by counting the one call twice - answered by the original answerer, then again by the transfer recipient?

 

[ACBenson86]

Justin,

Thanks for the reply. No, this wouldn't count the call twice, because it is a direct transfer to a person in the queue. The tallying works just fine right now when the receptionist transfers the call to the queue. Was curious if there was a way to add to the tally for a direct transfer to someone that was part of the queue. I assumed no, but don't really know the full scope of capabilities with 3CX yet.

Thanks!

 

[Justin Scott]

@ACBenson86 Sorry, I missed the "receptionists" bit. Yeah, because they're not xferring it to the queue, it's not counted towards that reps tally.