Session Transfer Report
The Session Transfer Report monitors which representatives engaged in session transfers, as well as other summary details on the transfer.
Session Transfer Summary
- Team/Rep/Portal Name: Name of the portals, teams or representatives selected for the report
- Total Transfers: Total number of sessions transferred during the date range
- Successful Transfers: Number of sessions transferred successfully to another representative
- Failed Transfers: Number of sessions that failed to transfer
Session Transfer Details
- Initial Session ID: Unique identifying number associated with the first session
- Escalated to Standard Session: “Yes” if session has been transferred
- Transfer Session ID: Unique identifying number associated with the transferred session
- Transfer Time: Time and date of the session transfer
- Success: “Yes” if session transfer was successful or “No” if session transfer failed
- Transfer Duration: Time elapsed between the session transfer being initiated and the transfer representative accepting the session
- Portal Name: The portal to which the session was originally posted
- Rep Name: The initial representative's first and last name
- Rep Login: The initial representative's login to HelpAlert (email address format)
- Rep Screen Name: The initial representative's screen name (seen in the Chat box, the drop-down menu at the customer's portal page and in File Transfer)
- Rep Custom: The initial representative's custom field information (if utilized)
- Rep Team: The team to which the initial representative belongs
- Sub Rep Team: The sub team to which the representative belongs
- Transfer Portal Name: The portal to which the session was transferred
- Transfer Rep Name: The transfer representative's first and last name
- Transfer Rep Login: The transfer representative's login to HelpAlert (email address format)
- Transfer Rep Screen Name: The transfer representative's screen name (seen in the Chat box, the drop-down menu at the customer's portal page and in File Transfer)
- Transfer Rep Custom: The transfer representative's custom field information (if utilized)
- Transfer Rep Team Name: The team to which the transfer representative belongs
- Transfer Sub Rep Team Name: The sub team to which the transfer representative belongs
- Session Duration: The actual amount of time that the customer and the initial representative were connected in a session
- Transfer Session Duration: The actual amount of time that the customer and the transfer representative were connected in a session
- Resolution: The session resolution of the transferred session as marked by the transfer representative
- Question/Code: The text posted at the portal entry page by the customer at the initiation of the session; as configurations of the portal may vary, this field might appear as Session Initiated. In Phone Mode configurations, this is the connection code
- Transfer Comments: Comments added by the transfer representative at the end of the session
Article last updated: 27 September, 2022
