Transferee Report

Note: Dialogue Intelligence for SSRS - With the Quality Monitoring Report and the Hunt Overview Report we reached a point where the preceding Dialogue Intelligence reporting based on SSRS no longer offers stand-out benefits over PowerBI. As a result, Anywhere365® has decided to end support for SSRS reporting as per 22nd of June 2022. New custom reports for SSRS will no longer be created. Customers are encouraged to start adopting the Anywhere365 template for PowerBI as a replacement as soon as possible to cater for a smooth transition.
If you have custom reports based on SSRS which information is not provided through our PowerBI templates, please contact your delivery partner to help relate you to a suitable PowerBI partner.

File name: Total Transferees.rdl

Introduction

This report displays all useful information of Transfers.

Transfers

The “Transfers” item displays the all available information about the Transfers. The item contains the following items:

Item	Description
Agent	The Agent item displays the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address of the first Agent. It is possible to zoom in on an Agent by clicking on the name.
Transferee	The Transferee item displays the SIP address or phone number of the first Transferee.
Total	The Total Conversations item displays the total number of Conversations. In other words, every conversation connected to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. It is possible to zoom in on the Conversations details by clicking on the number.
Transfer Rate	Percentage of dialogues that are transferred.
Transfers Destination	External = Transferred to a phone number. Internal = Transferred to transferee on the same domain as the agent. Other Domain = Transferred to transferee on another domain as the agent. UCC = Transferred to a UCC.
Average Transfer Time	The Average Transfer Time displays the average seconds of time a Conversations was connected to the Transferee. Note: This is between [TransferTime] and [Endtime]

Parameters

With parameters it is possible to filter the record. Below are the parameters available for this Report:

Parameter	Description
Language	Select the language for the reports. More languages can be installed in the Language.rdl report.
Top	Show the top # of the tables. Default: 100
UCC	Filter on UCC. Select UCC through a check box.
Agent Chart	Display the records of selected Agent. (Single-line) Tip: You can use % as a wildcard.
Skill	Display the records of the selected Skill.
StartTime	Display all records on and after this date.
EndTime	Display all record before this date.
Dialogue	Filter on the Dialogue Type Inbound Outbound Direct
Type	Filter on the Conversation Type: Accepted Forwarded Missed NoContact NoSkill Overflow QuickDrop Prompt Voicemail
Modality	Filter on the Modality Type: Call Chat CallMe Email OutboundDialer Voicemail AutonomousDialer
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours
Group	Switch grouping between: UCC / Transferee Agent / Transferee SkillChosen / Transferee Contact / Transferee Transferee / UCC Transferee / Agent Transferee / SkillChosen Transferee / Contact
ExpandGroup	Open all closed groups in one click. Useful for report exports.
Summarize by	Toggle the time (queuetime, talk time, etc) values between Average or Maximum.