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titleGenerate Report and Results:

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

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titleColumn Customization
  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 below 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.
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titleGenerate Report

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 LiveVox 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.