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