Transferee Report

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 SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities 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 UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers..

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.

UCC

Filter on UCC. Select UCC through a check box.

Agent Chart

Display the records of selected Agent.

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:

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.