HELP FILE

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