The Forwarding Analysis - By Topic report provides a summary of messages forwarded by the selected agent with columns for each type of forward. This is a drill-through report from the By Agent report, and shows activity only for the selected agent. It shows the number of forwarded messages by topic, which helps to determine whether messages are not being properly queued and must be re-queued by agents.
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 Agent report. The parameters are obtained from parent report, but can also be entered manually to evaluate a single agent.
Report Example
Click to expand
Report Legend
Agent- This column lists the agent that performed the forward action.
Topic - The topic column is blank until you expand an agent to see a further breakdown of their forwarding activity. It then displays the number of forwards by topic for that particular agent.
Total Forwards - This column displays the total number of interactions that were afforded by the agent during the period.
Removed From Queue - This column displays the number of interactions that the agent removed from their queue. These interactions were re-queued for other agents. this could be an indication that messages are being incorrectly assigned to the agent, or the agent is putting back messages that they do not want to answer.
Forward to Agent - This column displays the number of interactions the agent assigned directly to another agent.
Forward to Segment - This column displays the number of interactions that the agent forward to another segment. Please note that this function can be used to test filters by forwarding an interaction back to its existing segment. This might explain a large number of forwards for an agent with access to the Message Queue - Supervise page.
Forward to External - This column displays the number of interactions at the agent forwarded to an external agent.
The date range of this report is based on the date and time the agent performed the forward action.
