How do you track when you transfer a Live Chat to another Queue?

[Matt Lodge]

Is it possible to report on how many Live Chats we have transferred to a different queue, within a service channel?

We have a live chat service via the VA. If a live chat comes into the wrong queue, then an agent reassigns the chat to a different queue. Once this happens, we loose site of this chat because it leaves our queue and we don't have access to the queue it's been transferred to.

We need some way of tracking how many chats we have transferred.

[Shivalika]

Hello @Matt Lodge 

You can create a reporting on interaction table or directly check in interaction table with the interaction number (that you would be having in mail or something) 

Or you can directly go to interaction record and see but reporting is better approach. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

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[Lynda1]

Table: awa_interaction_work_item [awa_interaction_work_item]
Field: Is queue transferred

The Name field is the name of the last queue the chat was in.

I do not see a field on the Interaction table to show this.

This means I need to dig deeper into my reports,  a chat goes to one queue, gets assistance, transfers to the other queue and gets assistance.

[Matt Lodge]

Thank you for your reply @shivalika_gupta

I'm struggling on how to build a report to pull this information out. Do you have any suggestions?

[Lynda1]

Do you have access to that table I provided?

You just want a count of how many chats transferred out of a certain queue?

We only have two queues, so it would be pretty easy to do, just want to research a little more before answering.  Hopefully you just have two queues (smaller is easier)