The Transferred Calls Sent by Agent report can help you understand how often transferred calls are sent/initiated by Agents.
Metrics and Key Concepts #
The Transferred Calls Sent by Agent 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 |
Agent | Agent who sent the transfer |
Understand the Basics #
When to use the Transferred Calls Sent by Agent report #
Use the Transferred Calls Sent by Agent report if you have questions around:
- Which of our Agents are transferring the most calls?
- Are we transferring more 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.
- If you see an Agent’s name under the Agent column, then the transfer is considered as a “warm” transfer. If you see “null”, then the call is considered as a “cold” transfer (i.e., transferred to an Inbox)
Take Action #
Once you understand the report, you can take action and make improvements.
Number of Transferred Calls Sent by Agents is Increasing #
If you are seeing more calls being transferred by a particular Agent, it could be related to the current processes and rules you have in place.
- Talk to the Agent and try to figure out why they are transferring more calls than others. Does the Agent lack certain skills/knowledge?
- Look into why Agents are transferring calls in the first place. Are Agents transferring escalations? Are the calls they are receiving too difficult so they are transferring calls instead?
- Think about your staffing model. Are Agents transferring calls because they are handling too many Conversations?
- Take a closer look at your processes to make sure they are still relevant and applicable to reduce the need to transfer calls.
Transferred Calls Sent by Agents is Decreasing/Low #
This is excellent news! It means that your Agents are handling incoming calls well, and have a well-designed Routing 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
- Transferred Calls Received by Agent
- First Contact Resolution by Agent