Chat report to show rollovers, not just transfers
I have a report request to show a Chats that Start with 1 queue and roll over to another (we use rules to create the rollover parameters). I have a report that shows transfers, BUT we need to see what chats have waited for a queue or specific agent and then rolled over to another queue for assistance. We have a report that shows when chats start in one queue and end in another queue; but that report includes chats that are transferred to the second queue, not just the roll over chats. We are finding it difficult to find a broad report that differentiates between the two. Does anyone know how we might accomplish this?