transfer
Include Agent Name on Transfer Segment in Interaction Details Report
Request Summary:
When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.
Current Behavior:
• The agent's name is shown for the initial (inbound) segment.
• During a transfer attempt, the second segment is created but shows Agent Name = N/A.
• As a result, when filtered by agent, the report omits the transfer segment—causing data discrepancies.
Expected Behavior:
• Both the original and the transfer segments of the interaction should capture and display the initiating agent's name.
• Filtering the Interaction Details Report by agent should include all call segments initiated by that agent, including canceled or completed transfer attempts.
Business Impact:
• The customer relies heavily on the Interaction Details Report to track individual agent activity.
• Missing agent data on transfer segments leads to inaccurate call metrics, causing confusion and a lack of confidence in reporting.
• For instance, OB calls made during active IB calls are not tracked properly, resulting in agent performance being under- or over-represented.
Use Case Reproduction (as demonstrated by customer):
1. Agent places outbound call (OB) to their own cell.
2. While on call, agent clicks Transfer, dials another number, connects, then cancels the transfer.
3. Interaction Details shows:
o 2 call segments (same UII),
o 1st segment: agent name populated,
o 2nd segment: agent name = N/A.
4. Filtering by agent omits the 2nd segment entirely.
Supporting Evidence:
• Multiple test scenarios (UIIs included in case notes).
• Screenshots, spreadsheets, and logs attached to Case 27382978.
• Customer provided 4-page Excel document showing discrepancies between reports.
• Customer's updated report (“Updated Agent Activity Report: Daily”) does not fix the issue due to missing agent name in core data.
Requested Solution:
Modify the data model or reporting logic so that agent information is retained and displayed in all segments of an interaction, especially during transfer attempts (warm or cold), regardless of whether the transfer is completed or canceled.
Steve
shared this idea
-
Benedict
commented
Description:
We have encountered challenges with obtaining specific data metrics using RingCX Analytics and would like to propose enhancements to improve reporting capabilities. Below are the details:Agent Transfer Metrics:
Issue: There is no clear metric to report the total number of transfers made by an agent to either direct extensions or entries in the corporate directory. Despite several transfers being made, the report consistently returns no data (see yellow highlighted section).
Requested Feature: Introduce a new metric or enhance existing reporting options to accurately capture and display the number of transfers performed by agents, specifying transfer destinations (direct extension or corporate directory).
Accurate Average Speed of Answer (ASA) Per Agent:Issue: The ASA data displayed in the current report appears inaccurate, showing over 10 minutes per agent, which does not align with actual observed performance. ASA values should typically range from 20 seconds to 1.5 minutes.
Requested Feature: Ensure accurate ASA reporting for individual agents. Provide clearer configuration or guidance within the platform to enable users to correctly generate daily ASA metrics for each agent.
Use Case:Agent Transfer Metrics: Managers overseeing contact center performance need to monitor agent efficiency in handling customer calls, including the frequency and destination of call transfers. This insight is critical for evaluating agent performance and identifying training opportunities.
ASA Metrics: Accurate ASA reporting is essential for team leads and supervisors to ensure SLA (Service Level Agreement) adherence and optimize staffing levels based on actual performance data.
Users That Will Benefit:Contact Center Managers and Supervisors: To gain actionable insights into agent performance, call handling efficiency, and customer service levels.
Operations Teams: To identify and resolve discrepancies in reporting that may impact strategic decision-making.
Executives and Analysts: To obtain accurate and reliable data for high-level reporting and performance benchmarking.
Benefits:Improved visibility into call transfer activities, enabling better performance evaluation and targeted training.
Enhanced accuracy of ASA metrics, ensuring SLA compliance and optimized resource allocation.
Streamlined reporting process, reducing time spent troubleshooting and interpreting inaccurate data.
Greater confidence in RingCX Analytics as a reliable source of performance insights, leading to increased user satisfaction.
We believe these enhancements will significantly improve reporting capabilities and provide better insights for our operations. Thank you for your consideration.