Introduction

The report "13. Transfer and Conference Details" from the "Agents" report group allows you to see the row-by-row details of each transfer or conference action performed by agents over a period, including when it occurred, which connection it belongs to, the associated phone number, and how long it lasted. It is ideal for auditing and supervision because it helps you track specific cases (e.g., "Who transferred this interaction and when?" or "How long did the conference associated with this customer last?").

Report Information

• AGENT_ID: Numeric identifier of the agent who performed the action (e.g., 12787, 12578, 10050); used to relate this event to other reports where agent metrics are analyzed or for exact searches when there are similar names.
• AGENT_NAME: Name of the agent as configured in the operation (e.g., COM-GERSON PEÑA OVIEDO); facilitates human reading of the report and quick validation of who executed the transfer or conference.
• CONN_ID: Identifier of the connection/interaction to which the event belongs (observed with a text/code structure, e.g., starting with prefixes like "conf" when it corresponds to a conference); used to trace the event within the interaction's technical history and for cross-referencing with CDR or other logs.
• DATE: Exact date and time when the event was recorded (format like YYYY-MM-DD HH:MM:SS, e.g., 2026-02-03 12:17:08); allows you to locate the moment of escalation, validate the sequence of actions, and compare with operational peaks or shifts.
• TELEPHONE: Telephone number associated with the interaction (numeric value; may correspond to the number involved according to the call and configuration); useful for tracking events linked to a specific customer or for analyzing cases reported by number.
• TYPE_INTERACTION: Indicates the type of action recorded and provides default values: transfer (transfer) or conference (conference); this allows you to quickly segment the report to analyze only transfers or only conferences and understand the type of escalation applied.
• TIME: Duration of the event in hh:mm:ss format (e.g., 00:00:43, 00:01:09, 00:02:39); helps measure how much time these actions consume in detail, identify atypically long events, and estimate the operational impact associated with escalation and support among agents.