Transfer dashboards

With the Call Transfer Dashboard and the Chat Transfer Dashboard, get an overview of transfer interactions, including queue name, agent name, time spent in third-party interactions, and whether transfers are warm or cold.

Use the dashboards

To use the dashboards, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.

  2. Click Transfers / Calls or Transfers / Chats. The dashboard appears.

  3. Click the Date field to select a date range, and then do one of the following:

    • Select a preset data range. To do this follow these steps:

      1. Click More to view all of the preset date ranges.

      2. Click the date range that you want.

    • Select a custom range. To do this, follow these steps:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can type your date range or click Click the calendar icon to see the calendar. Open calendar to select start and end dates.

  4. Filter your results using the following fields:

    • Start Time and End Time: get results from only within this time range

    • From Queue Name: by the queue that the contact was transferred from

    • To Queue Name: by the queue that the contact was transferred to

    • Call ID or **Chat ID: by the session ID

    • Interaction Type: by the type of interaction

    • Answered by (To Agent) (calls only): by the type of agent that answered the call

    • From Agent Name, From Agent ID, From Agent Email, From Custom Agent ID, To Agent Name, To Agent ID, To Agent Email, To Custom Agent ID: by the agent that the session was transferred from

    • From Agent Name, From Agent ID, From Agent Email, From Custom Agent ID, To Agent Name, To Agent ID, To Agent Email, To Custom Agent ID: by the agent that the session was transferred to

    • Transfer Type: by transfer type

    • Direction: by the direction of the interaction

  5. Click Click the update icon to update. Update.

Tiles

These dashboards contain the following metrics tiles.

  • Total Transfers: the number of interactions that were transferred to another queue or directly to an agent

  • Queue Interactions: the number of times that an interaction entered a queue. This includes the first time that the interaction entered a queue and subsequent entries to a queue after the work was accepted by an agent.

  • Inbound Handled: the number of inbound interactions handled by an agent. This includes work that an agent receives from a queue and work that was directly allocated to an agent and never entered a queue.

  • Outbound Handled: the number of outbound interactions handled by an agent

  • Total Abandons: the number of interactions that were abandoned in queue before connecting with an agent

  • Failed Interactions: a call or chat that is not successfully connected to an agent or representative. This can occur for reasons such as expired transfer, no answer, or declined by the end-user.

  • Avg Queue Abandon Time: the average amount of time, across all queue abandons, that calls waited before disconnecting without being accepted by an agent

  • Avg Queue Time: the average amount of time, across all Queued Interactions, that elapsed from when a call or chat entered a queue to when it was accepted by an agent or the caller abandoned.

  • Queue Interactions Tranferred In (Top 10): displays the top 10 queue transfers from highest to lowest

Tables

These dashboards contains the following metrics tables. Hold the pointer over a table heading to see its description.

  • Call Transfers or Chat Transfers: displays the metrics for the selected interaction type. Here is additional information about a column heading in this table:

    • Hold Time (H:M:S): the amount of time (in hours, minutes, and seconds) that an agent placed a consumer on hold during an interaction. Hold is recorded in total for a single interaction. An agent that places a consumer on hold multiple times will only show the total hold duration for that interaction. When that agent transfers the call out, this starts a new interaction which tracks its own hold time.

  • Third Party Interactions: the metrics for the third party interactions. Here is additional information about column headings in this table:

    • Agent Name: the name of the last agent assigned to the chat. If the chat was transferred, this shows only the last agent assigned.

    • Interaction Type: the type of interaction

      • Call Types:

        • Voice Inbound: Standard PSTN calls

        • Voice Inbound (IVR by Mobile): Fallback PSTN calls made from the Mobile SDK

        • Voice Inbound (Mobile): Placed by end-users through an installed Mobile SDK

        • Voice Callback (Web): Initiated from the Web SDK

        • Voice Inbound (API): Initiated through the API

        • Voice Scheduled (Mobile): Scheduled through an installed Mobile SDK

        • Voice Scheduled (Web): Scheduled through an installed Web SDK

        • Voice Outbound: Initiated by an Agent by dialing a number

        • Voice Outbound (API): Initiated through the API

        • Voice Campaign: Initiated through an Outbound Dialer (Campaign)

        • Voice Internal (Inbound Call): Agent to agent call. This call type is available in session data and dashboard data.

      • Chat Types:

        • Messaging (Whatsapp): Initiated through Whatsapp.

        • Messaging Inbound (SMS)

        • Messaging Outbound (SMS)

        • Messaging Outbound (SMS through the API)

        • Messaging (Web): Initiated through an installed Web SDK.

        • Messaging (Mobile): Initiated through an installed Mobile SDK.