The Transferred Calls report can help you understand how often Customer calls are being transferred from Agent to Agent or Agent to Inbox.
Metrics and Key Concepts #
The Transferred Calls report uses the following metrics and concepts to quantify the reported data.
Name | Description |
Date | Timestamp of when the Contact was transferred |
Transferred Calls | Events — Contact Transferred where Channel is Voice |
Understand the Basics #
When to use the Transferred Calls report #
Use the Transferred Calls report if you have questions around:
- How often are our Customer calls being transferred?
- Are we transferring more Customer calls over time?
- Are there particular days where we transfer the most calls?
How often to view the report #
Review this report monthly to gain valuable and actionable insights.
Note
- The report includes both “cold” and “warm” transfers.
Take Action #
Once you understand the report, you can take action and make improvements.
Number of Transferred Calls is Increasing #
If you are seeing more calls being transferred, it could be related to the current processes and rules you have in place.
- Think of the following scenarios of why Agents might be transferring calls:
- Are the calls they are receiving too difficult? This could be a training and process improvement opportunity. You can look at the Topics report for this information.
- Are Customers being routed to the correct team or Inbox? Make sure that your IVR is set up correctly to minimize the need for Agents to transfer calls. You can check this in the Channels UI.
- Is the increase in talk time also increasing the time to resolution for issues reported by Customers?
- Look into your processes to minimize the requirement to transfer calls.
- Are you properly staffed? Make sure your Agents are not transferring calls due to call volume or workload.
Number of Transferred Calls is Decreasing/Low #
This is great news! It means that your Agents are handling incoming calls, and have a well designed IVR and rules.
- Look at your First Contact Resolution and other customer experience-related metrics to make sure that they are not negatively affected by having a low number of transferred calls.
Good to Know #
- This report can also be generated via API. See our Developer Docs for more details.
- CSV download of this report is limited to 1 million rows.
- Listed below are related reports we recommend you use alongside this report:
- Transferred Calls Received by Agent
- Transferred Calls Sent by Agent
- First Contact Resolution