Can a "Transfer Out" call be counted as "Outbound on IPCC"? I looked at a 30 day report and an agent had almost as many "Transfer Out" as they did "Outbound on IPCC" calls. Example: Agent has 100 "Transfer Outs" and the same agent has 110 "Outbound on IPCC". Did the agent make 100 transfers and also do a 110 outbound calls or are the transfers being counted as Outbound on IPCC?
Also... Which report shows the phone number that the call was transferred too?
Scenario:
I've seen "Outbound on IPCC" calls where the "Call ANI" is the phone number of the agent who's name is listed in the "Agent Name" column. The "Called Number" is our call center's phone number. Is the agent transferring calls back into our CSQs or is the agent calling our call center phone number with no customers on the line?
