Who talks to whom when transferring/Consulting

Platform API
1

Hi,

I am trying to work out who is speaking to whom when there is a consult or a transfer.
For our reporting requirements each "call" between two people is considered a separate "call", so a conversation is not a separate call.

If I have an customer calling and an agent speaks to them and then calls a colleague or a queue to transfer the call. How do I know who is talking to whom at which moment? Is there way to register these relationships?

Thanks in advance

2

You have to parse it based on session times and metric emissions.
No easy button, this is why people have requested dedicated transfer reporting.

https://genesyscloud.ideas.aha.io/ideas/ANLS-I-172

3 years later still a "future consideration" so resign yourself to figuring out the hard way.

3

Thanks for your answer. If I understand you correctly you have to create a bunch of rules to determine all the scenarios for what can happen when more than 2 people are involved in a call. I guess the segment endtime of the interactions helps determine who speaks to whom if there is a consult or a transfer. Any pitfalls you can warn me for?

4

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