Introduction

The report "12. Transfers and Conferences by Agent" from the "Agents" report group allows you to identify, for each agent, how many transfers and conferences they performed and the total time associated with these actions within the queried date range. It is especially useful for supervision and operational control, as it helps detect patterns such as: agents who transfer excessively, frequent need for escalation, or high dependence on conferences for case resolution.

Report Information

• AGENT_ID: Displays the agent's numeric identifier in the platform (e.g., 12787, 12578, 10050); used to uniquely locate the agent and for cross-referencing with other metrics or reports where the name may vary or be abbreviated.
• AGENT_NAME: Displays the agent's name (text) as configured in the operation; allows for quick reading for supervision and comparison between agents without relying solely on the ID.
• TRANSFER_CALLS: Indicates the total count of transfers made by the agent during the period (integer value, e.g., 0, 1, 2); used to measure how many times the agent needed to pass the interaction to another agent/queue/extension according to the operation's logic.
• CONFERENCE_CALLS: Indicates the total count of conferences made by the agent during the period (integer value, e.g., 0, 2, 8); helps understand when the agent required adding a third party to the call for support, escalation, or joint resolution.
• TOTAL_TIME: Displays the total accumulated time associated with these actions in hh:mm:ss format (e.g., 00:01:27); helps you measure not only the frequency but also the operational time impact of transfers and conferences (and compare agents with high counts vs. high time).