My apologies if this is in the wrong group - I also searched the forum, but could not quite find what I was looking for:
We have an "Operator Queue", and from that queue operators will transfer out to specific extensions. In QueueMetrics, as soon as the call is transferred out of the queue, the tracking stops. I presume this is because QM tracks queues, and after the direct transfer, we are no longer processing through a queue. The only solution we've thought of is to make each agent their own inbound queue, and then have the operator transfer to that queue. Is there another way we can still transfer to direct extensions and have QM track it? We only have 4 users in this group, so making 4 more queues isn't a big a deal, but this could quickly become unsustainable if the team grows.
Thanks for any thoughts or suggestions!
