Transfers Report

Required permissions: Data Download

The Transfers data download report displays a list of all transferred contacts within the specified time period. This report includes who the contact is, which agents handled the contact, and how and when the contact was transferred.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Learn more about the fields in this step

Columns

Master_Contact_ID	The unique, system-generated ID of the master or parent of the contact interaction. The master contact ID can be parent to many contact IDs. A new master contact ID will be assigned if a contact has been transferred two or more times. There is a parent child relationship on all contacts that are created from the original contact. The masterId of the contact is the parent that created it, meaning for subsequent transfers from the original contact, the masterId will be the transferred contact that created it.
Contact_ID	The unique, system-generated ID of the contact.
Original Skill	The skill that the contact originally connected with.
Agent ID	The unique ID of the agent.
Original Agent	The name of the agent that initially interacted with the contact.
Transferred Skill	The skill that the contact was transferred to.
Transferred Agent	The name of the agent that the contact was transferred to.
ANI	The name of the contact, or the phone number associated with the contact.
DNIS	The point of contact the contact used to enter the system. This can be a phone number, email address, or chat code.
Time Of Original Contact	The time when the contact first interacted with an agent.
Time Of Transfer	The time when the contact was transferred to a different agent.
Transfer Type	The type of transfer that occurred. The system generates one of the following categories: Original Contact - Not Transferred Skill Transfer Agent or Reagent Transfer Consult Transfer A transfer may not fall under one of these categories. If so, this field will be blank.