Inbound ACD, Transfer-in

[kpalinka]

What does Inbound ACD, Transfer-in mean in Unified Intelligence Center?

I see it on my reports and am wondering what the definition is and how it differs from Inbound ACD calls

(I know, simple question but I can't find the answer!)

[Brandon Buffin]

Here's the definition:

Transfer-In—A previous call leg transferred the call to this leg

From this doc:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/user/guide/UCCX_BK_UE5BE47D_00_uccx-historical-reports-ug/UCCX_BK_UE5BE47D_00_uccx-historical-reports-ug_chapter_011.html

Basically, it would be any call that gets transferred to the user instead of ringing directly to the queue.

The transfer-in number should also be included in the inbound ACD calls total.

Brandon