.Call Transfer Report vU10

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. Users can search based on any of the criteria listed below. If no conditions are applied, the search includes all values on a given date or date range. Navigate to Review > ACD Reports > Call Transfer Report to access the Call Transfer Report. 

• Date – 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 – Click the link next to the calendar button to open the Advanced Date Configuration selection interface.
    • You can select multiple sequential or non-sequential dates by using the Multiple option. You can enter dates in MM/DD/YYYY format or select them using the calendar button.
• Transfer Outcome – You can select a transfer outcome by 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 – Click the link next to the Call Center drop-down menu to open the multiple call center selection window.
    • You can select multiple call centers by holding down the Ctrl key when making selections.
    • You can 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 – You can select a particular service by 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 – Click the link next to the Service drop-down menu to open the multiple service selection window:
    • You can select multiple services by holding down the Ctrl key when making selections.
    • You can 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 menu.
  • Multiple Agent Selection – Click the link next to the Agent drop-down menu to open the multiple Agent selection window.
    • You can select multiple Agents by holding down the Ctrl key when making selections.
    • You can 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 – Click the link next to the Agent Team drop-down menu to open the multiple agent team selection window.
    • You can choose multiple agent teams by holding down the Ctrl key when making selections.
    • You can 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 the Select Multiple Results link.
  • You can select multiple results by holding down the Ctrl key when making selections.
  • You can 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).

 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 to which the call transfer is associated
• 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: Time at which the call was initially dialed in Hours: Minutes: Seconds
• Call End Time: Time at which the call was terminated in Hours: Minutes: Seconds
• Source Agent: Agent who initiated the transfer.
• Agent Team: Agent team associated to the source agent.
• Caller ID: Caller ID associated to the call transfer.
• Transfer Start Time: Time at which the call was initially transferred in Hours: Minutes: Seconds.
• Transfer End Time: Time at which the call transfer was terminated in Hours: Minutes: Seconds.
• Transfer Duration: Total time of the call transfer duration (Transfer End Time - Transfer Start Time)
• Time in Queue: Total time the call remained in queue to be transferred.
• Transfer Type: 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: 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: Call transfer end party
  • 10 digit number if Manual,
  • Receiving agent logon ID if Agent to Agent, Phonebook Entry Name if Phonebook.
• Outcome: 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 for storage and analysis.