Forwarding Analysis
Contents
The Forwarding Analysis report provides insight into how often your agents forward interactions. This is an indication that a) your filters can be improved, b) you have external agents that would benefit from being iService Agents, or c) your agents are putting messages back into the queue that they don't want to answer.
It begins with a summary (By Agent) for selected agents and a time frame, and includes a drill through to analyze agent activity further by topic and by interaction.
See Also:
By Agent (summary)