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Agent Transfer Summary

This report lists each of the selected agents on their own row, with columns showing the agent's total calls, the number of calls that were transferred to the agent, the number of calls that were transferred by the agent, and the total and average time of the Transfer Hold events associated with the agent. Note that Transfer Hold events are associated with the original agent, not the agent who is receiving the transfer. The report summaries at the top of the page show total and average statistics across all of the listed agents.
 
Parameters:
  • Agent (Rows)
Row Type:
  • Agent
Columns:
  • Total Calls (Call Count)
  • Calls Transferred to Agent 
  • Calls Transferred by Agent
  • Total Transfer Hold Duration
  • Avg Transfer Hold Duration
    • Calculation: Average
Summaries:
  • Agents (Row Count)
  • Total Calls
  • Transferred to Agent
  • Transferred by Agent
  • Total Transfer Hold Duration
  • Avg Transfer Hold Duration
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