You can now analyze digital case transfers in greater detail with the new Digital Transfer Report available within Omnichannel Reporting. This report provides visibility into how cases are transferred across digital channels, including who initiated the transfer, where the case was routed, whether the transfer was successful, and the number of handoffs involved. By offering the same level of transfer intelligence previously available for voice interactions, the report helps you monitor transfer performance, investigate failed transfers, and optimize digital support workflows. Below are some of the scenarios where this Report is beneficial:

• Monitor Digital Case Transfer Performance: Track how cases are transferred across agents, teams, and workflows, and measure transfer success rates to identify operational bottlenecks and improve customer support efficiency.

• Investigate Failed or Ineffective Transfers: Analyze transfer initiators, transfer modes, routing paths, and outcomes to quickly identify unsuccessful transfers and troubleshoot issues in digital support workflows.

• Optimize Routing and Handoff Processes: Review transfer sequences and handoff patterns to understand how cases move through the organization, reduce unnecessary transfers, and streamline resolution journeys.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Digital Transfer Report:

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