View campaign transfers

Use the Transfers panel to view the realtime status of agent transfers for a campaign. For each agent phone number, the panel displays the number of successful transfers, the average and maximum hold times, and the average talk time. This allows you to see in real time whether agents are taking too long to pick up or spending too much or too little time on each call.

  1. From the header bar, click DASHBOARD. This displays a list of campaigns:

  2. Locate a campaign and click anywhere on it. This displays the panels for Suspend / Resume Dispatching, Results, Transfers, and Records.

  3. Click Transfers. This expands the Transfers panel, showing realtime transfer data for each transfer phone number.

Use the Time Period filter to select the time period of the displayed results. Can be Last 15 min, Current Hour (calls placed since the start of the hour), or Day.

Indicators for standard scenarios

The following indicators are displayed in a standard scenario, including details for each agent phone number:

Indicator Description
Transfer Success Rate The percentage of transfers made to each number that were picked up by the agent and successfully connected to the customer. Hover over the bars to see details for each number.
Avg Hold Time The average hold time experienced by the consumer before being connected to the agent.
Max Hold Time The maximum hold time experienced by the consumer before being connected to the agent.
Avg Talk Time The average time the agent is connected to the consumer.

Indicators for agent connect scenarios

The following indicators are displayed in an agent connect scenario:

Indicator Description
Transfer Success Rate The percentage of transfers made to each number that were picked up by the agent and successfully connected to the customer. Hover over the bars to see details for each number.
Avg Pickup Time The average time for the agent to pick up the Side A call.
Max Pickup Time The maximum time for the agent to pick up the Side A call.
Avg Talk Time The average time the agent is connected to the consumer.