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
