U17 Pop-Out Help

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titleGenerate Report and Results:

Report columns and 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 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.


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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 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.

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