External Transfers Performed
This data export field displays the number of external transfers initiated by an agent in a single call. See also, Internal Transfers Performed.
For a warm transfer, the value increments each time a consultation takes place and irrespective of whether the call is subsequently transferred or taken back. For a cold transfer, the value increments when the transferred call is answered.
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Historical Data Source |
CONTACT Data Records |
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Category |
CONTACT |
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Channels |
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Size (bytes) |
4 |
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Filter |
External Transfers Performed |
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Dimension |
None |
Example
This data export report shows an incoming call, which was answered by Edward and who then tried to transfer the call to two external numbers (hence the count of 2). In the first attempt, the consultation call with the external party resulted in Edward taking back the call; similarly in the second attempt, the consultation call with the second party resulted in Edward taking back the call.
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External Transfers Performed |
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2018-02-20 16:40:19 |
I |
07700900432 |
01614960654 |
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0 |
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2018-02-20 16:40:24 |
O |
07700900432 |
BCC3424BB6CB |
Edward Redwood |
2 |
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2018-02-20 16:41:20 |
O |
07700900432 (2009) |
07700900456 |
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0 |
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2018-02-20 16:42:33 |
O |
07700900432 (2009) 2009) |
07700900655 |
0 |
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
A value of 1 indicates that an internal transfer was performed.
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External |
storm |
storm user |
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Deskphone LOG IN and LOG OUT |
Always 0 |
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Always 0 |
EXTERNAL INCOMING CALL (2 legs) |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
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Initial called party leg (2nd leg) |
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Always 0 |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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Always 0 |
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Filter
Filter by using any of the following relational operators on your chosen value(s):
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Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |