12.1.1. Transfers

The ‘To’ and ‘From’ legs on a standard inbound or outbound Call Reporting Record are easy to interpret, the use of this terminology can become a little confusing when dealing with calls which have been transferred. This guide will help you understand the set up of the Call Reporting Record for legs of transferred calls.

Below are some common transfer scenarios:

Let's recap from the previous article, here are the key players in our transfer scenarios…

• Alice is your customer

• Bob will always be the first agent

• Clive is Bob’s colleague

• David is an external partner

Scenario 1

Let's take a look at scenario 1 where Alice calls in to your contact centre and Bob picks up the call and during the call Bob blind transfers Alice to Clive.

Call Reporting Record 1:

• The From fields will have Alice’s details

• The To fields will have Bob’s details

• The To Flag Blind Transfer field will be ticked

• The Call Direction will display as Inbound

Call Reporting Record 2:

• The From fields will have Alice’s details

• The To fields will have Clive’s details

• The From Flag Transfer field will be ticket

• The Call Direction will display as Inbound

• Both of these records will have the same From UUID value

Scenario 2

Scenario 2 is when Alice calls in to your contact centre and Bob picks up, during the call Bob blind transfers to David

Call Reporting Record 1:

• The From fields will have Alice’s details

• The To fields will have Bob’s details

• The To Flag Blind Transfer field will be ticked

• The Call Direction will display as Inbound

Call Reporting Record 2:

• The From fields will have Alice’s details

• The To fields will have David’s details

• The From Flag Transfer field will be ticket

• The Call Direction will display as External

• Both of these records will have the same From UUID value

Scenario 3

Scenario 3, Bob makes an outbound call to Alice and during the call Bob blind transfers to Clive

Call Reporting Record 1:

• The From fields will have Bob’s details

• The To fields will have Alice’s details

• The To Flag Transfer field will be ticked

• The Call Direction will display as Outbound

Call Reporting Record 2:

• The From fields will have Clive’s details

• The To fields will have Alice’s details

• The From Flag Blind Transfer field will be ticket

• The Call Direction will display as Outbound

• Both of these records will have the same To UUID value

Scenario 4

Scenario 4, Bob makes an outbound call to Alice and during the call Bob blind transfers to David

Call Reporting Record 1:

• The From fields will have Bob’s details

• The To fields will have Alice’s details

• The To Flag Transfer field will be ticked

• The Call Direction will display as Outbound

Call Reporting Record 2:

• The From fields will have David’s details

• The To fields will have Alice’s details

• The From Flag Blind Transfer field will be ticket

• The Call Direction will display as External

• Both of these records will have the same To UUID value

Building a report to group all legs of transferred calls together

To build a report showing all calls associated with transfers use the following filters:

Inbound Calls:

Call Direction = Inbound, External

From Conversation Count = Greater or Equal to 2

The following fields being displayed will help display the useful information:

Group by: From UUID

Outbound Calls:

Call Direction = Outbound, External

To Conversation Count = Greater or Equal to 2

The following fields being displayed will help display the useful information:

Group by: To UUID