agent transfer-in (UCCX rel 7)

Unanswered Question
Oct 20th, 2009

In the agent summary report, I have a column called Agent transfer-in. I did not find any detailled explanation about this colume. Does it means that if the agent "A" received a call from the UCCX and transfer the call to agent "B" directly on his ICD extension, I should see the for the agent "A" a 1 under the column Agent transfer-out and a 1 in the column under the column Agent transfer-in for the Agent "b" ?

I have this problem too.
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Nancy Thompson Tue, 10/20/2009 - 10:56

Hi Celine, I currently work with the agent templates. The agent Transfer In field is corresponding to the number of tasks transferred into the skill group. This value is updated when the agent complete the call. In short that means how many inbounds calls agents did received according to his skill group. Transfer Out is how many call agents transferred to other skill group.

celine.jeannott... Tue, 10/20/2009 - 11:03

In the Agent call summary report, column ACD transfer-in = 0 and the Total Inbound = 8... and all CSQ are builted with skills... I do not understand your explanation.

Nancy Thompson Tue, 10/20/2009 - 11:22

Sorry, I understand you're confused. In my tool UCCE 7.5 I don't have ACD transfer-in field but in my understanding, that should have a link with Total Inbound.

Did you look at the Agent Report Templates reference guide online. I printed the whole section.

Jonathan Schulenberg Tue, 10/20/2009 - 12:11

Transfer-in are calls that were transferred directly to an agent's IPCC extension by another user. E.g. Jane transfers a call to Joe. Joe will show transfer-in call.

If Joe transfers the call to Jeff, Joe will see a transfer-out call and Joe will see a transfer-in call on the report.


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