The Call Transfer Report provides a detailed analysis of interactions in call center operations that could not be resolved at the first point of contact and were subsequently transferred to another agent, a queue, or an IVR system.
Purpose
The primary purpose of this report is to make the flow of call traffic within the operation visible. It aims to increase operational efficiency by analyzing how long it takes for customers to reach the right person, identifying units where transfers are concentrated, and monitoring the transfer habits of customer agents.
Features
Unlike standard call lists, this report module focuses specifically on transferred calls and offers the following capabilities:
End-to-End Flow Tracking: Summarizes the journey of the call from the initial queue it entered to the final agent where it ended, all in a single line.
Differentiation: Clearly distinguishes between the party initiating the transfer (Transferor) and the receiving party (Transferee).
Multi-Transfer Type Support: Categorizes whether the transfer was made to a specific user, an IVR menu, or a queue.
Benefits
Regularly reviewing transfer reports provides the following benefits to your business:
Training Needs Analysis: Identify agents who transfer frequently to determine specific areas where they may lack knowledge or training.
Bottleneck Detection: Optimize workload distribution by identifying units or queues where calls are frequently transferred.
Customer Experience Improvement: Unnecessary transfers lower customer satisfaction. This report helps minimize customer effort by reducing needless transfers.
FCR (First Call Resolution) Measurement: Reducing transfer rates directly contributes to improving your FCR rate.
Report Filters
You can use the following filtering options to narrow down report data and perform specific analyses:
Date Range: Determines the start and end time that the report will cover.
Agent: Allows you to filter data based on a specific agent who performed the transfer or received the transfer.
Transfer Type: Lists only specific types of transfers (e.g., Only "Queue" transfers or "User" transfers).
Active Call Key: Searches using the unique key assigned by the system to find transfer details for a specific single call.
Here is the professional English translation of the documentation. I have maintained the formatting and technical terminology suitable for a SaaS/Call Center platform manual.
Transferred Calls Report
The Transferred Calls Report provides a detailed analysis of interactions in call center operations that could not be resolved at the first point of contact and were subsequently transferred to another agent, a queue, or an IVR system.
Purpose
The primary purpose of this report is to make the flow of call traffic within the operation visible. It aims to increase operational efficiency by analyzing how long it takes for customers to reach the right person, identifying units where transfers are concentrated, and monitoring the transfer habits of customer representatives (agents).
Features
Unlike standard call lists, this report module focuses specifically on transferred calls and offers the following capabilities:
End-to-End Flow Tracking: Summarizes the journey of the call from the initial queue it entered to the final agent where it ended, all in a single line.
Differentiation: Clearly distinguishes between the party initiating the transfer (Transferor) and the receiving party (Transferee).
Multi-Transfer Type Support: Categorizes whether the transfer was made to a specific user, an IVR menu, or a queue.
Benefits
Regularly reviewing transfer reports provides the following benefits to your business:
Training Needs Analysis: Identify agents who transfer frequently to determine specific areas where they may lack knowledge or training.
Bottleneck Detection: Optimize workload distribution by identifying units or queues where calls are frequently transferred.
Customer Experience Improvement: Unnecessary transfers lower customer satisfaction. This report helps minimize customer effort by reducing needless transfers.
FCR (First Call Resolution) Measurement: Reducing transfer rates directly contributes to improving your FCR rate.
Report Filters
You can use the following filtering options to narrow down report data and perform specific analyses:
Date Range: Determines the start and end time that the report will cover.
Agent: Allows you to filter data based on a specific agent who performed the transfer or received the transfer.
Transfer Type: Lists only specific types of transfers (e.g., Only "Queue" transfers or "User" transfers).
Active Call Key: Searches using the unique key assigned by the system to find transfer details for a specific single call.
Report Columns and Data Dictionary
Column Name | Description |
Active Call Key | The unique identity number of the call in the system (Unique ID). It is a reference value for technical reviews. |
Transfer Date | Shows the date and time information when the call was transferred. |
Custom ID | Shows the Custom ID information defined for the customer representative. |
Transferor | Information of the user who transferred the call. |
Transferee | Information of the user who received the transferred call. |
Transfer Type | Indicates the type of transfer. IVR indicates transfer to an IVR; User indicates transfer to a user; Queue indicates transfer to a queue. Active Call Key indicates the call was transferred to a specific number/ID. |
Initial Queue | The queue information where the call was answered before being transferred. |
Last Agent | Shows the information of the last Agent (MT) who answered the transferred call. |
Call Direction | Indicates whether the call is Inbound or Outbound. |
Caller Number | The phone number of the party initiating the call. |
Dialed Number | The phone number or extension reached/targeted. |
Usage
Select the Reporting > Call > Call Transfer report.
Then, click the "Create" option to define the report filters.
After applying your desired filters, click the "Create" button to start generating the report.
