UCCX Outbound vs Transfer

[StevenGorel2193]

I am trying to understand the difference between Outbound on IPCC and Transfer Out. How are these two metrics connected? If an Agent takes a call and then transfers the call is that considered a transfer? What would make it an outbound in that same scenario, an Agent receives a call and wants to move it to another number? What would make my outbound calls higher than my transfers? 

Is there a way to understand what numbers are being called when an Outbound on IPCC happens through the reporting tool? Any help with this would be appreciated.

Steven

[Jonathan Schulenberg]

Which report are you looking at?

Each report and column is usually pretty well documented here:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/user/guide/uccx_b_ccx-reporting-guide-1162new/uccx_b_ccx-reporting-guide-1162new_chapter_01.html

[JustinC]

I've read the definitions but I still don't understand the differences between "Outbound on IPCC" and "Transfer Out".  

And... what report shows the phone number that the agent transferred the call to?

[JustinC]

Can a "Transfer Out" be counted as Outbound on IPCC?

[jason-mcgee]

Justin,

Outbound on IPCC is using the outbound dialer, direct preview. Transfer out is when the call at the station is transferred to an outside number. At least that is what I understand it to be.