.Call Transfer Report vU14

The Call Transfer Report provides you details on all agent initiated transfers for the selected period. This report contains advanced search parameters and supports account and phone multi-search.

Search Criteria

To access the Call Transfer Report, navigate to Review > Agent Reports > Call Transfer Report. This takes you to the Call Transfer Reporting search tool to choose the parameters for generating the report.

Specify the following options to generate the report. Only date range is required to generate the report and rest of the fields are optional. These optional fields can be used to get the specific records.

• Date Range – Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
  
  • Under the Range tab, you can select the date range.

  • Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.

• Call Center – Select a call center with a drop-down menu.
  

  • Multiple Call Center Selection –Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
    • Search the required call center by typing the text in the Search textbox.
    • Click a call center from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all the available call centers to the Assigned column.
    • Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
    • Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
• Service – A particular service can be selected using the service drop-down menu.  If a particular call center is selected prior to selecting a service, services only available for that particular call center will appear.
  
  • Multiple Service Selection – Clicking on the link next to the Service drop-down menu will open the Service Selection window:  
    • Search the required Service by typing the text in the Search textbox.
    • Click a service from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all available services to the Assigned column.
    • Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.

    • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.

• Agent – Select the specific agent for whom you want to view the report. 
  
  • Multiple Agent Selection – Clicking on the link next to the Agent drop-down menu opens the Select Agent window.
    • Search the required agent by typing the text in the Search textbox.
    • Click an agent from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all the available agents to the Assigned column.
    • Click an agent from the Assigned column to remove the assigned call center. It will be moved to the Available column.
    • Click the Remove All button to remove all the assigned agents. They will be moved to the Available column.
• Agent Team – Select the specific agent team for whom you want to view the report.
• Campaign – Select a campaign from a drop down menu.
• Campaign Pattern – Select a campaign file name pattern.
• Phone Dialed – Enter the phone number of the call transfer to narrow your search.
• Account – Enter the account number to narrow your search.
• Result – Allows you to select the termination results.
  • Multiple Result Selection – Clicking on the link next to the  Result will open the Select Results window:  
    • Search the required result by typing the text in the Search textbox.
    • Click a result from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all available results to the Assigned column.
    • Click a result from the Assigned column to remove it from the assigned results. It will be moved to the Available column.

    • Click the Remove All button to remove all the assigned results. They will be moved to the Available column.

• Transfer Connect Duration – Enables you to specify the time range of the transfer to narrow your results.
• Transfer Outcome – A particular transfer outcome can be selected using the drop down menu (TRANSFER, CANCELED, FAILURE, JOINING, CONFERENCE, COLD_TRANSFER).
• Transfer Type – Specify a type of transfer from a drop down menu (Manual, Agent to Agent, Phonebook).

Generate Report and Results

Report columns and sequences can be easily modified to provide you with a report view that is important to your business operation.

Column Customization

To customize columns:

1. Click the cog icon in the upper-right of the Results panel. You are presented with the Customize Column window.
   
   
2. Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See below the Generate Report section for more information on available fields in the report.
3. Re-sequence the displayed fields by selecting a column and moving it up or down using the appropriate button.
4. Choose which field to use for ordering the displayed information from the Sort Order drop-down.
5. If you prefer ascending order, select the Ascending checkbox.
6. Click Ok to update the view

Generate Report

After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The generated report contains the following result columns.

• Service: Service Name on which the call was transferred.
• Campaign: Name of the campaign the call transfer is associated to.
• Name: First and Last Name of customer.
• Account: Account number associated to the call transfer.

• Phone: Phone number used to transfer the call.

• Session: A session number associated to the call transfer.
• Date: Date and time of the call.
• Call Start Time: The time at which the call was initially dialed in Hours: Minutes: Seconds.
• Call End Time: The time at which the call was terminated in Hours: Minutes: Seconds.
• Source Agent: The agent which initiated the transfer.
• Agent Team: The agent team associated to the source agent.
• Caller ID#: The caller ID associated to the call transfer.
• Transfer Start Time: The time at which the call was initially transferred in Hours: Minutes: Seconds.
• Transfer End Time: The time at which the call transfer was terminated in Hours: Minutes: Seconds.
• Transfer Duration: The total time of the call transfer duration (Transfer End Time - Transfer Start Time)
• Time in Queue: The total time the call remained in queue to be transferred.
• Transfer Type: The type of transfer associated to the call transfer (Manual, Agent to Agent, Phonebook).
• Phonebook Type: Displays if the transfer is Service, Service Group or External transfer and is displayed for Phonebook transfers only.
• Phonebook Transfer: Displays the Service name, Service Group name in case of a Service, Service Group or Agent to Agent transfer; and is blank in case of External or Manual transfer.
• Transfer Status: The outcome of a transfer.

  • TRANSFER - Call transferred to target party, after source agent left the conference.

  • CANCELED - Transfer request was canceled by agent.

  • FAILURE - Transfer request failed.

  • JOINING - Target party dropped after joining the call (but not added to conference).

  • CONFERENCE - Target party dropped after joining the conference.

  • COLD_TRANSFER - Call transferred to the Phonebook queue.
• Transfer Target: The call transfer end party
  • 10 digit number if External or Manual transfer,
  • receiving agent logon ID if Phone book, Service, Service Group or Agent to Agent transfer.
• Outcome: The LiveVox result code assigned to the call.

Additional Buttons

• To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, CSV.
• To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.