The Forwarding Analysis - By Interaction report provides a detailed listing of messages forwarded by the selected agent with columns for each type of forward. This is a drill-through report from the By Topic report, and shows activity only for the selected agent and the selected topic.  It shows the number of forwarded messages by the agent for the selected topic, which helps to determine whether messages are not being properly queued and must be re-queued by agents. It also highlights agents that might be putting difficult questions back into the queue that they don't want to handle.

 

Clicking on a single interaction will open iService with that interaction selected (iService login is required).

 

Setup Required

There is no setup required. The report uses standard iService audit trail information.

 

Parameter Selection

This is a drill-through report from the Forwarding Analysis by Topic report. The parameters are obtained from the parent report.

 

Report Example