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.