Number of Originated Transfers

Definition

For an agent, agent group, or contact center - The number of calls the selected agent, agent group, or contact center successfully transferred during the monitored period.

For a service - The number of calls associated with the selected service that were successfully transferred during the monitored period.

This statistic includes interactions derived from transfers.

Calculation

When an interaction resulting in a transfer changes to the Completed state, Ivanti Voice increments the value of this statistic for both the agent and service associated with the interaction. The voice application will report that an interaction has ended in a transfer by setting the EndedBy interaction attribute to Transfer before terminating the interaction. The SME server uses that attribute to tell transferred interactions from others.