Call Transfer Report

• Provides details on all agent initiated transfers for the selected period.
• To access the Call Transfer Report click on the Call Transfer Report link from the Review tab of Navigation Panel. This will take you to the Call Transfer Report search tool to choose the parameters for the report.
• The report comes with the advanced search parameters and supports account and phone multi-search.  Users can search based on any of the criteria listed below. If no conditions are applied, the search is done for all values on a given date or date range.

• Date Range – Enables you to type in dates or choose them using the calendar drop down buttons. The calendar allows you to select the start and end date range.
  • Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface. 
    • Multiple sequential or non-sequential dates can be selected using the Multiple option. 
    • You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
• Transfer Outcome – A particular transfer outcome can be selected using the drop down menu (TRANSFER, CANCELED, FAILURE, JOINING, CONFERENCE).
• Call Center – Select a call center from a drop down menu.
  • Multiple Call Center Selection – Clicking on the link next to the Call Center drop down menu will open the multiple call center selection window.
    • Multiple call centers can be easily chosen by holding down the ‘Ctrl’ key when making selections.
    • You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one call center at a time using the single arrow buttons or all call centers with the multiple arrow buttons.
• Service – A particular service can be selected using the service drop down box.  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 multiple service selection window:  
    • Multiple services can be easily chosen by holding down the ‘Ctrl’ key when making selections.
    • You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service at a time using the single arrow buttons or all services with the multiple arrow buttons.
•  Agent –  A particular agent that generated call transfer can be selected using the drop down menu. Multi-Agent Selection can be performed by using the link next to Agent drop down.
  
  • Multiple Agent Selection – Clicking on the link next to the Agent drop down menu will open the multiple Agent selection window
    • Multiple Agents can be selected by holding down the CTRL key when making selections.
    • You may sort Agents in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one Agent at a time using the single arrow buttons or all Agents with the multiple arrow buttons

• Agent Team –  Select an agent team (if available) for which the call transfer occurred from a drop down menu.
  • Multiple Agent Team Selection – Clicking on the link next to the Agent Team drop down menu will open the multiple agent team selection window. 
    • Multiple agent teams can be easily chosen by holding down the ‘Ctrl’ key when making selections.
    • You may sort entries in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one agent team at a time using the single arrow buttons or all agent teams with the multiple arrow buttons.
• 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 –  Select desired results by clicking on the Select Multiple Results link.
  • Multiple results can be easily chosen by holding down the ‘Ctrl’ key when making selections.
  • You may sort entries in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
  • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one result at a time using the single arrow buttons or all results with the multiple arrow buttons.
• Transfer Connect Duration – Enables you to specify the time range of the transfer to narrow your results.
• Transfer Type – Specify a type of transfer from a drop down menu (Manual, Agent to Agent, Phonebook).
• Original Account Number – Enter an alternate account number to narrow your search (if enabled).
• Generate Report – After your selection parameters are chosen, you can generate the report by clicking on Generate Report button located at the bottom of the page. This takes you to the report below:

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.

Original Account Number: An alternate account number that is different from the unique account identifier within the LiveVox client's CRM platform.

Phone: Phone number used to transfer the call.

Session: A session number associated to the call transfer.

Date: Date 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).

Transfer Status: The outcome of a transfer.

Transfer Target: The call transfer end party (10 digit number if Manual, receiving agent logon ID if Agent to Agent, Phonebook Entry Name if Phonebook).

• 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.

Outcome: The LiveVox result code assigned to the call.

Additional Links located in the top right corner of the generated report:

• Export to: PDF, Excel or CSV – provides you the ability to export report and data to another file type