Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:

1. Generate reporting on the total numbers of each.
2. Generate reporting on the percentage of each in comparison.
3. Generate reporting on the percentage of total call volume.
4. Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
5. Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.

Currently, there is only the ability to look at individual calls. There is no way to efficiently look at all of an agent's or queue's trends.