The Call Transfers Report looks at how calls have been transferred across the company.
Report Customisation Options #
Customisation |
Options |
|---|---|
Data source |
Select an individual or a selection of Queues. |
Columns |
Each of the statistics listed below can be added or removed from the report by managing the columns to include. |
Aggregations |
The following aggregations can be used to cluster data together:
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Filters |
The following filters can be applied to the report:
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Report Output #
Statistic |
Description |
|---|---|
Connected calls |
The total number of calls to this queue that were answered by agents. |
Calls transferred |
The total number of answered calls that were subsequently transferred to either another agent or another queue. |
Percentage of calls transferred |
The percentage of answered calls to this queue that were subsequently transferred to either another agent or another queue. |
Total transfer connect time |
The total minutes accrued by all transferred calls while they were waiting to be connected |
Transfer/consult attempts |
The total number of answered calls either that agents attempted to transfer to another agent or queue, or for which agents attempted to consult with another agent or supervisor. |
Transfers/consults connected |
The total number of answered calls for which the transfer/consultation connection was successful. |
Transferred to another queue |
The total number of answered calls that were subsequently transferred to another queue. |
Total call duration post-transfer to agent |
The total time (in minutes) of all calls after being successfully transferred to another agent (talking time with agents). |
Average call duration post-transfer to agent |
The average time (in seconds) of all calls after being successfully transferred to another agent (talking time with agents). |
Total call duration post-transfer to queue |
The total time (in minutes) of all calls after being successfully transferred to another queue, measured from when each call joined the queue to when each call left the queue or the call ended. |
Average call duration post-transfer to queue |
The average time (in seconds) of all calls after being successfully transferred to another queue. |
Total talk time post-transfer to queue |
The total time (in minutes) spent talking with agents after being successfully transferred to another queue. This does not include the time spent waiting in the queue. |
Queue |
(Destination numbers only.) The queue to which the call was transferred. |
User |
(Destination numbers only.) The user (agent/supervisor) to whom the call was transferred. |