Agent Transfer Summary

The Agent Transfer Summary report is an Agent Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

This report displays the number of calls transferred to/by each agent, as well as the total and average transfer hold duration. Remember, transfer hold events are associated with the original agent, not the agent who is receiving the transfer.

Screenshot

Column Descriptions:


Agent

  • Displays the names of the selected agents in alphabetical order.

Total Calls

  • Shows the total number of inbound phone calls for which this agent was associated.

Calls Transferred To Agent

  • Shows the total number of calls that were transferred to the agent.

Calls Transferred By Agent

  • Shows the total number of calls that were transferred by the agent.

Total Transfer Hold Duration

  • Shows the total duration that the agent spent in a Transfer HoldTransfer Hold - A hold event that is created while the agent is in the process of transferring the caller to another agent. .

Avg Transfer Hold Duration

  • Shows the average duration that the agent spent in a Transfer HoldTransfer Hold - A hold event that is created while the agent is in the process of transferring the caller to another agent..