‎Agent Detailed Call Transfer Report

Agent Detailed Call Transfer Report

Updated

2 days ago

The Agent Detailed Call Transfer Report shows detailed information on transfers initiated by the agent and details of the agent who picked up the transferred call. It provides information about the type of transfers, initiated and received timestamps, work queues, and agent details for both the initiator and receiver parties involved. This Report also provides information on the IVR and external phone number based on the type of transfer.

The Agent Detailed Call Transfer Report belongs to the Agent Performance Report Group.

Attribute	Status
Behavior of User Custom Fields	User Custom Fields are supported in this Report. The field will show the value attribute for the Custom Field (User) mapped against the 'Call Transfer Initiator' Dimension and for the Custom Field (User) (Transferred User) mapped against the ‘Call Transfer Receiver (Agent)’ Dimension. The User can use the Dimension Configurator to select whether to show the snapshot value or the current value of the field.
Behavior of Case Custom Fields	Case-level Custom Fields (CF) are supported in this Report. Plotting any Case-level CF will display the value attribute for that field on the Case. This same value will be shown for all calls/records within that Case, even if multiple Conversation IDs exist. If there are multiple values of the Case CF, the reports will split based on each value. There are also 'Old Value' type CFs supported here that store the value associated with the field while the call is ongoing. It is a snapshot of the particular conversation on the Case. These can be set up and customized in the Dimension Configurator.
Date Filter	Call Start Time.
Record Creation Time	Records are created after the call disconnects.
Refresh Frequency	Ranging from 7 to 10 minutes.
Aggregation Supported	Supported at 15-minute intervals.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Agent Detailed Call Transfer Report:

Metrics

Dimensions

Name	Description
Transfer Initiated At	Timestamp indicating when the transfer was initiated.
Call Transferred To	Details of where the call was transferred to. (It may include Agent, Queue, IVR, Add to Call, or External.)
Transferred Picked Up At	Timestamp of when the transfer was received/completed.
Type of Transfer	Type of transfer initiated. It can be Warm, Blind, Queue, or IVR.
Call Transfer Initiator	Details of the user who initiated the transfer.
Call Transfer Receiver (Agent)	Details of the user who received the transfer.
Call Transfer Receiver (External)	Details of the external transfer phone number (in case of external transfer).
Was Transferred Successfully?	A Boolean field indicating whether the transfer was successful or failed.
Transferred Work Queue ID	Queue ID of the work queue to which the call was transferred (in case of queue transfer)
Skill Selected While doing Transfer	Value(s) of the skill(s) selected on the UI when initiating the transfer. (A new row will be created for each selection).
Skill Selected While doing Transfer (CSV)	Value(s) of the skill(s) selected on the UI when initiating the transfer, presented as a comma-separated value.
Transferred IVR ID	IVR ID where the call has been transferred (in case of IVR transfer).
Transferred IVR Name	Name of the IVR where the call has been transferred (in case of IVR transfer).
Call Start Time	Timestamp of when the call started.
Case Details	Associated Case to the event, which includes the Case subject, Case ID and the Description.
Case Number	The ID number associated to the Case Details
Conversation Id	Unique ID associated with that particular call. (There can be multiple calls associated to a case, and each call will have a separate and unique conversation ID).
Customer	Name of the customer on the call.
Customer Phone Number	Phone number of the customer on the call.
Work Queue	The name of the associated work queue from which the call transfer was initiated i.e initiator primary work queue assigned to the particular call.
Transferred Queue Name	The name of the work queue to which the call has been transferred to (in cases of queue transfer) - primary queue to which the call is transferred to.
Call Transfer Initiator ID	Sprinklr ID of the user who has initiated the transfer.
Call Transfer Receiver ID (Agent)	Sprinklr ID of the user who has received the transfer.
Agent Hierarchy Level 0	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 1	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 2	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 3	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 4	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 5	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 6	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 7	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 8	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Agent Hierarchy Level 9	Hierarchy levels represents user and their respective managers with each level increasing, level 0 being the lowest which represents agent itself.
Work Queue (Effective)	The name of the work queue from which the call transfer was initiated - gives the primary queue if call is offered and taken in the same queue, in case call is taken by backup queue agent it gives name of backup queue.
IVR Routed Work Queue	Name of the work queue to which the call has been automatically assigned after the IVR transfer - primary queue to which the call is assigned.
IVR Routed Work Queue (Effective)	Name of the work queue to which the call has been automatically assigned after the IVR transfer - gives the primary queue if call is offered and taken in the same queue, in case call is taken by backup queue agent it gives name of backup queue.
Transferred to Work queue (effective)	Effective answering Work Queue after direct work queue transfer.
Service (Grouped Work Queue)	Represents the logical service derived by grouping related work queues based on naming convention, independent of work queue visibility permissions.

This concludes our comprehensive coverage of the Agent Detailed Call Transfer Report. For more details on the Reports available under the Service Analytics Data Source, please refer to the Detailed Reports Glossary.

Name	Description
Transfer Count	Number of times a transfer was initiated by the agent i.e count of any transfer related activity including warm, blind, add to call, IVR transfers etc. This is as per the initiation requested by the agent by clicking on the transfer or the add to call button on the console.

Agent Detailed Call Transfer Report

Metrics and Dimensions

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