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Number of Accepted Transfers

Definition

For an agent, agent group, or contact center - The number of transfers the selected agent, agent group, or contact center answered during the monitored period.

For a service - The number of transfers associated with the selected service that were answered during the monitored period.

This statistic includes interactions derived from transfers.

Calculation

When an interaction resulting from a transfer changes to the Delivered state, Ivanti Voice increments the value of this statistic for both the agent and service associated with the interaction.