Transferred Inbound Calls Report

The Transferred Inbound Calls Report is a detailed report which means that every line of the report represents an individual phone call. This report lists every phone call for the selected agents/groups for a selected time frame where a transfer event took place. This report will provide details in regards to the call, in particular it will list the initial agent (the agent that transferred the call), and the final agent (the agent that received the transfer), as well as the initial group and the final group. Additionally, it will list how many times the call was transferred, as well as if the call was abandoned. Abandoned means that the call ended in an event other than talking or a voicemail.

Screenshot

Column Descriptions


Call

This column displays the Call ID for each call. A Call ID is an ID number that corresponds to the calls within the Chronicall database.


Start Time

This column shows the date and time that the given call started. (Format: 21 Apr 2011 17:13:37)


External Party

This column shows the phone number of the external party associated with the given phone call. In other words, as this report only displays inbound calls, this is the phone number of the client calling in.


Initial Agent

This column shows the first (initial) agent that participated in the given call. This will be the agent that initiated the transfer.


Final Agent

This column shows the last (final) agent that participated in the given call. This will be the agent that received the transferred call.


Initial Group

This column shows the first (initial) group that participated in the given call. This will be the group from which the transfer was initiated.


Final Group

This column shows the last (final) group that participated in the given call. This will be the group that received the transfer, and where the call ended.


Total Times Transferred

This column shows the total number of times that the call was transferred from beginning to end.


Call Duration

This column shows the entire amount of time between when the call started and ended. This is how long the call lasted


Is Abandoned

This column indicates whether or not the call was abandoned. A call is considered abandoned if it ends in any event other than talking or voicemail.