Transferred call count via overflow handling

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Posted on by SuatKaragoz

Dear DYN Guru's

We have been using Microsoft Call Center for almost 10 months now. We are also using queue overflow handling. I just can't figure out how to solve the following questions.

1-How many calls are transferred from a queue to our external Call Center phone number due to overflow?
2-Where can we find these calls to check the quality of our external call center agents?

If we cannot check these 2 points, we cannot check the efficiency of our external call center, even their quality and invoices.

Thank you very much if you have an answer.

Best regards

Suat Karagoz

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Nelson MacDonald 54 on at

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Transferred call count via overflow handling

Hi Suat,

Yes, it is possible to check this information in Microsoft Call Center, especially if you're using it integrated with Dynamics 365 Customer Service or a third-party telephony system. Here’s how you can approach this:

1. Tracking Transferred Calls Due to Overflow:

In Microsoft Call Center, call transfer events, including overflow transfers, are typically logged. Depending on your setup, you should be able to retrieve reports that show how many calls were transferred from a queue to an external call center.

Look for real-time dashboards or historical reports that detail queue performance and call transfer metrics. If these reports aren’t readily visible, you may need to check with your system admin to ensure that the call transfer events are being logged correctly.

If you are using a third-party telephony provider integrated with Microsoft Call Center, it’s important to verify with them that overflow call data is logged and that you can access this information for reporting purposes.

2. Reviewing the Quality of Transferred Calls:

To check the quality of calls transferred to your external call center:

Call Recording: If call recording is enabled, you can review transferred calls for quality control. Call recordings can typically be accessed directly within your call center’s system.

Customer Satisfaction (CSAT) Surveys: You can implement post-call surveys within Dynamics 365 or your call center system to gather customer feedback after interacting with external agents. This will help you measure the quality of transferred calls.

Agent Performance Reports: If your external call center is integrated, you can request performance reports detailing agent handling times, call resolution rates, and other key metrics for evaluating their service quality.

3. Power BI Integration for Advanced Reporting:

If you need deeper insights into call transfers and performance, consider integrating Power BI. This will allow you to create custom reports specifically targeting transferred calls, their outcomes, and any associated metrics from your external call center.

Conclusion:

Yes, you can track this information within Microsoft Call Center, but you may need to configure the right reports or verify with your system administrator to ensure that call transfer events are being logged and tracked correctly. Additionally, ensure that your external call center provides the necessary data for quality control and performance evaluations.

Let me know if you need further guidance on setting up these reports or ensuring the system is configured correctly!