Transfers Report

Required permissions: Data Download View

The Transfers data download report displays a list of all transferred contacts within the specified time period. This report includes who the contact is, which agents handled the contact, and how and when the contact was transferred.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Columns

Master_Contact_ID

The unique, system-generated ID of the master or parent of the contact interaction. The master contact IDClosed A unique numerical identifier assigned to each contact can be parent to many contact IDs. A new master contact ID will be assigned if a contact has been transferred 10 or more times.

Contact_ID

The unique, system-generated ID of the contact.

Original Skill

The skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that the contact originally connected with.

Agent ID

The unique ID of the agent.

Original Agent

The name of the agent that initially interacted with the contact.

Transferred Skill

The skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that the contact was transferred to.

Transferred Agent

The name of the agent that the contact was transferred to.

ANI

The name of the contact, or the phone number associated with the contact.

DNIS

The point of contact the contact used to enter the system. This can be a phone number, email address, or chat code.

Time Of Original Contact

The time when the contact first interacted with an agent.

Time Of Transfer

The time when the contact was transferred to a different agent.

Transfer Type

The type of transfer that occurred. The system generates one of the following categories:

  • Original Contact - Not Transferred
  • Skill Transfer
  • Agent or Reagent Transfer
  • Consult Transfer

A transfer may not fall under one of these categories. If so, this field will be blank.