Station and Agent Transfer Summary

The Station and Agent Transfer Summary report displays the number of calls transferred to/by each agent, as well as the total and average transfer hold duration.

The Station and 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.

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Column Descriptions

Agent

This column shows the names of the selected users in alphabetical order.

Total Calls

This column shows a total of inbound, outbound, and internal calls combined.

Calls Transferred to Agent

This column shows the total number of calls that were transferred to the given agent(s).

Calls Transferred By Agent

This column shows the total number of calls that were transferred by the given agent(s).

Total Transfer Hold Duration

This column shows the total amount of time that agent(s) spent in a transfer hold event. A transfer hold is a hold event that is created while the agent is in the process of transferring the caller to another agent.

Avg Transfer Hold Duration

This column shows the average amount of time that agent(s) spent in a transfer hold event. A transfer hold is a hold event that is created while the agent is in the process of transferring the caller to another agent.