We have Handled count, Abandoned count and Evicted customer count, but unfortunately no transferred count. Can we add this into current reporting?
We see that transferred status is a data point in call reports, can we please have a filter field so that we can report on it. We would like to determine call flow from one dept to the next to find out how calls are moving through company.
Hi @Charrington2 nice seeing you.
Thank you for your feedback and for highlighting the need for a transferred count metric alongside the existing Handled, Abandoned, and Evicted counts on the Queue Caller board. At this time, we aren’t planning to add a transferred count directly to the current queue outcome metrics.
When an agent answers and subsequently transfers a call, that interaction is recorded as “Handled.” For further insight into transfer activity, you can use the Agent Performance board, where you’ll find detailed reporting on transfers—including individual transfer counts and rates for each agent. This helps you understand agent-specific transfer behavior and trends.
If a call leaves the queue without being answered (for example, if it is “transferred” to another resource automatically), that is included as an eviction reason, with detailed insight available under “Left Queue Reasons” for more advanced analysis.
Beyond this, you can leverage Dial Plan Analytics to see exactly how calls move through dial plan nodes, or use the Interaction Overview and Details pages for a comprehensive view of any specific transferred call.
To help meet your reporting needs, we’ve submitted an enhancement request: We’re exploring the addition of an “Events” filter, where you could filter the board for interactions that include or exclude specific events—such as Transfers. This would provide a flexible, in-depth way to analyze transferred calls across the board, rather than adding transfers as a new outcome metric.
We appreciate your suggestion and are committed to continually improving your reporting experience. Please let us know if you have further input or questions!
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