Transfers Report

Required permissions: Data Download On

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

See Data Download Reports Reference for details about all options available in the Select Report Option section when you run a data download report.

Columns

Master_Contact_ID	The unique, system-generated ID of the master or parent of the contact interaction. The master contact ID A unique numerical identifier assigned to each contact can be parent to many contact IDs. A new master contact ID will be assigned if a contact has been transferred 10 or more times.
Contact_ID	The unique, system-generated ID of the contact interaction.
Original Skill	The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge 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 Used to automate delivery of interactions based on agent skills, abilities, and knowledge 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.