User Transfer Summary

The User Transfer Summary report is a User Summary report. This means that each user 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 user, as well as the total and average transfer hold duration. Remember, transfer hold events are associated with the original user, not the user who is receiving the transfer.

Column Descriptions:


User

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

Total Calls

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

Calls Transferred To User

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

Calls Transferred By User

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

Total Transfer Hold Duration

  • Shows the total duration that the user 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 user 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..