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…
Sarah 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 Sarah calls in to your contact centre and Bob picks up the call and during the call Bob blind transfers Sarah to Clive.
Call Reporting Record 1:
The From fields will have Sarah’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 Sarah’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 Sarah 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 Sarah’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 Sarah’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 Sarah 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 Sarah’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 Sarah’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 Sarah 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 Sarah’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 Sarah’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
Field to Display | Value in CRO 1 | Value in CRO 2 |
|---|---|---|
From Number | Caller’s Number | Caller’s Number |
To Natterbox User | Original Agent | Agent Transferred to |
To Number | Original Agent Extension | Agent Transferred to Extension or External number |
To Flag Blind Transfer | If the call was blind transferred | - |
To Flag Attended Transfer | If the call was attended transferred | - |
From Flag Transfer | - | That this leg of the call is the transferred leg |
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
Fields to Display | Value in CRO 1 | Value in CRO 2 |
|---|---|---|
From Number | Agents extension | Agent transferred to extension (or external number) |
From Natterbox User | Agent | Agent Transferred to |
To Number | Customer Number | Customer Number |
From Flag Blind Transfer | If the call was blind transferred | - |
From Flag Attended Transfer | If the call was attended transferred | - |
To Flag Transfer | - | That this leg of the call is the transferred leg |
Call Queue Wait Times with Transfers
Leg 1 - Caller > To Natterbox User (Agent 1)
Field | Value | Field | Value | Notes |
|---|---|---|---|---|
From Conversation Instance | 1 | From Call Queue Last Wait Seconds | 27 | 1 queue so the same as below |
From Conversation Count | 2 | From Call Queue Total Wait Seconds | 27 | 1 queue so the same as below |
To Conversation Instance | 1 | To Call Queue Last Wait Seconds | 0 | |
To Conversation Count | 1 | To Call Queue Total Wait Seconds | 12 | Queue wait time for leg 2 |
Leg 2 - From Natterbox User (Agent 1 ) > To Natterbox User (Agent 2)
Field | Value | Field | Value | Notes |
|---|---|---|---|---|
From Conversation Instance | 1 | From Call Queue Last Wait Seconds | 12 | Wait time for agent 2 |
From Conversation Count | 1 | From Call Queue Total Wait Seconds | 12 | Same as above because 1 queue |
To Conversation Instance | 1 | To Call Queue Last Wait Seconds | 0 | |
To Conversation Count | 2 | To Call Queue Total Wait Seconds | 0 |
Leg 3 - Caller > To Natterbox User (Agent 2)
Field | Value | Field | Value | Notes |
|---|---|---|---|---|
From Conversation Instance | 2 | From Call Queue Last Wait Seconds | 0 | No queue on this leg |
From Conversation Count | 2 | From Call Queue Total Wait Seconds | 27 | Shares same From UUID as leg 1 |
To Conversation Instance | 2 | To Call Queue Last Wait Seconds | 0 | |
To Conversation Count | 2 | To Call Queue Total Wait Seconds | 0 |