Introduction

The report "13.1 Specific Details of Transfers and Conferences" from the "Agents" report group allows you to audit, in maximum detail, each event associated with transfers, conferences, and internal calls, identifying the origin, destination, involved skill, related connection IDs, and duration of each action. It is especially useful for case tracking, operational quality control, and traceability of escalations between agents or departments.

Report Information

• CONN_ID_TRANSFER: Connection identifier associated with the transfer/conference event (or the "thread" of the event), useful for grouping and tracing actions that belong to the same flow, even when multiple consecutive records appear.
• SKILL_ID: ID of the skill related to the event routing; may appear as a number (when there is an associated skill) or as "-" (when it does not apply or there was no related skill in that record).
• DATE: Exact date and time when the event occurred, key for auditing, traceability, and correlation with recordings, QA, or reported incidents.
• ANI: Origin number/identifier of the call (caller ID); usually corresponds to the customer's number or the origin entering the interaction, and is used to locate the case by the actual contact origin.
• ORIGIN_AGENT_ID: ID of the agent originating the action (e.g., who transfers, initiates the conference, or generates the internal call), useful for attribution and analysis of operational behavior.
• ORIGIN_AGENT_NAME: Name of the agent originating the action; complements ORIGIN_AGENT_ID for human reading and analysis by teams, shifts, or roles.
• DESTINY_AGENT_ID: ID of the destination agent (who receives the transfer/conference or participates as the receiver in the internal call); may appear as "-" when there is no direct agent destination (e.g., if the destination is an external number or a different identifier).
• DESTINY_AGENT_NAME: Name of the destination agent; allows quickly identifying to whom the case was escalated or who was included as a receiver/participant, and may also be shown as empty or not applicable when there is no direct "agent" destination.
• DNIS: Dialed number or network destination (e.g., line/queue/destination to which the event was directed); useful for understanding where the action was routed (internal or external) and validating the operational destination.
• TIME: Duration of the reported event in hh:mm:ss format (e.g., how long that conference, recorded transfer, or internal call lasted), useful for measuring effort, management times, and escalation patterns.
• TYPE_INTERACTION: Type of interaction for the event, with default values to be interpreted as follows: transfer (transfer of the interaction to another destination), conference (conference, incorporates a third party into the interaction), internalcall (internal call between agents), internalcall_inb (incoming internal call to an agent), internalcall_que (internal call originating from an agent queue).
• CONN_ID_ORIGIN: Connection identifier of the original event (the base interaction on which the transfer/conference/internal call is executed); it is key to reconstructing the full history, as it allows linking the "derived" event (CONN_ID_TRANSFER) to its operational root.