View throttle transfers

Use the Transfers panel to view the realtime status of agent transfers for a throttle. 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. Click the Campaigns toggle to switch to Throttles view. This displays a list of throttles. Here's an example:

  3. Locate a throttle and click anywhere on it. This displays the panels for Realtime Throttle Settings, Results, Transfers, and Records.

  4. Click Transfers. This expands the Transfers panel, showing realtime transfer data for the transfer phone numbers. If this is an agent connect scenario, the phone numbers are not shown.

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

Standard-scenario indicators

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

Indicator Description
Successful Transfers The number of transfers made to the number that were picked up by the agent and successfully connected to the customer.
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.

Agent-connect-scenario indicators

The following indicators are displayed in an agent-connect scenario:

Indicator Description
Successful Transfers The number of transfers made to the number that were picked up by the agent and successfully connected to the customer.
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.