LV23 Pop-Out Help

Page tree

The Call Transfer Report provides details on all agent-initiated transfers for the selected period. This report allows you to determine how many times a call is transferred by an agent and how many times an agent has used the transfer option.

This report may only be generated with a start and end time frame no greater than 3 days.  Data can be generated from up to 180 days prior. By default, all times are in UTC.

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

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

  1. Click the cog icon in the upper right of the Results panel.
  2. Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See the Generate Report section below 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. Click OK to update the view.

After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The following optional fields are available as report columns:

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

  • Phone: Phone number used to transfer the call.

  • Session: A session number associated with 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 who initiated the transfer.
  • Agent Team: The agent team associated with the source agent.
  • Caller ID#: The caller ID associated with 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 the queue to be transferred.
  • Transfer Type: The type of transfer associated with 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, and 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 - The transfer request was canceled by the agent.

    • FAILURE - Transfer request failed.

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

    • CONFERENCE - The 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 login ID if Phone book, Service, Service Group, or Agent to Agent transfer.
  • Outcome: The platform 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, and 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.
  • No labels