UCCX Agent Report Showing Call Transfers

[Matthew Martin]

Hello All,

UCCX: 10.6(1)

In the Cisco Unified Intelligence Center I'm looking for a report that shows if an Agent transferred out a call they received to someone else. Are there any reports in CUIC that shows this info?

In a All Fields Historical Reports reference guide, there's apparently a variable called "Trans out", that is supposed to show if a call was transferred out from that agent to someone else, and to whom it was transferred to. But, it doesn't show which report(s) contain this info...

Thanks in Advance,

Matt

[Jinto Alakkal · Accepted solution]

Hi Matt,

In CUIC if you go to the traditional historical reporting part, You can see

Agent Call Summary Report

and below are its fields

Fields

The report includes a table that displays the following information:

Field	Description
Agent Name	First name and last name of the agent.
Agent_ID	Login ID of the agent.
Extension IPCC	Last active Unified CCX extension that Unified Communications Manager assigned to the agent.
Extension Non IPCC	Last active non-Unified CCX extension that Unified Communications Manager assigned to the agent. This field is blank if there are no calls to or from the non-Unified CCX extension.
Total Inbound	Total calls that the agent receives. Total Inbound = Inbound Automatic Call Distribution (ACD) calls + Inbound non-ACD calls.
Inbound ACD—Total	Unified CCX calls that the agent receives.
Inbound ACD—Avg Talk Time	Average time that the agent spent in Talking state for received Unified CCX calls.
Inbound ACD—Avg Hold Time	Average time that the agent put the received Unified CCX calls on hold.
Inbound ACD—Avg Work Time	Average time that the agent spent in Work state for received Unified CCX calls.
Inbound Non-ACD On IPCC—Total	Non-Unified CCX calls that are received by the agent on a Unified CCX extension, including calls made by other agents and by outside parties.
Inbound Non-ACD On IPCC—Avg Talk Time	Average time that the agent spent in Talking state for non-Unified CCX calls received on a Unified CCX extension.
Inbound Non-ACD On IPCC—Max Talk Time	Maximum time that the agent spent in Talking state on a non-Unified CCX call received on a Unified CCX extension.
Inbound Non-ACD On Non-IPCC—Total	Non-Unified CCX calls received by the agent on a non-Unified CCX extension including calls made by other agents and by outside parties.
Inbound Non-ACD On Non-IPCC— Avg Talk Time	Average time that the agent spent in Talking state for non-Unified CCX calls received on a non-Unified CCX extension.
Inbound Non-ACD On Non-IPCC— Max Talk Time	Maximum time that the agent spent in Talking state on a received non-Unified CCX call received on a non-Unified CCX extension.
Outbound On IPCC—Total	Calls that the agent dials on a Unified CCX extension including both connected and attempted calls.
Outbound On IPCC—Avg Call Time	Average call time of the outbound calls on a Unified CCX extension.
Outbound On IPCC—Max Call Time	Maximum time that the agent spent in Talking state on an outbound call on a Unified CCX extension.
Outbound On Non-IPCC—Total	Calls that the agent dials on a non-Unified CCX extension including both connected and attempted calls.
Outbound On Non-IPCC—Avg Call Time	The average call time and the longest call time spent for the outbound calls on a non-Unified CCX extension.
Outbound On Non-IPCC—Max Call Time	Maximum time that the agent spent in Talking state on an outbound call on a non-Unified CCX extension.
ACD—Transfer In	Unified CCX calls that are transferred to the agent.
ACD—Transfer Out	Unified CCX calls that the agent transfers out.
ACD—Conference	Inbound Unified CCX conference calls in which the agent participates.

The field "ACD-Transfer out" 

will have this information hope this helps :)

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106_chapter_01.html

[Matthew Martin]

Thanks Jinto,

They said that's exactly what they were looking for... Thanks Again!

-Matt

[Jinto Alakkal]

You are welcome Matt, Have a great day !!!

[yatto7]

Hello.

Is there any good way to get call detail of the transferred call?

I understand the Agent Call Summary Report will provide us the total number of transferred calls.

if possible I would like to know more detail, what time, what the transferred number, and so on.

Agent Detail report is not included the transferred call information...

Thank you..

[yatto7]

Hello.

Is there any good way to get call detail of the transferred call?

I understand the Agent Call Summary Report will provide us the total number of transferred calls.

if possible I would like to know more detail, what time, what the transferred number, and so on.

Agent Detail report is not included the transferred call information...

Thank you..

[Matthew Martin]

I'm not really sure the answer to this.

Maybe try replying to Jinto's message so he gets notified.

-Matt