Cisco Cisco Administrative Workstation User Guide

Note: If you are using CVP as the VRU, the transfer can be performed through a network
transfer. If the network transfer is used, the TransferIn and TransferOut fields do not display
data for these transfers.

How Types of Calls are Affected by Transfer and Conference

The following table describes the fields that are incremented in the
Agent_Skill_Group_Half_Hour database table when different types of calls are transferred and
conferenced.

The InternalCall field is incremented for the source agent that initiates a transfer or
conference operation if the target agent is on the same ACD as the source agent. This field
is incremented after the call is disconnected.

Outgoing internal

The InternalCallsRcvd field is incremented for the target agent that completes a transfer
or conference if the agent dialed the target agent directly (that is, does not access a routing
script). This field is incremented after the call is disconnected.

Incoming direct/incoming
internal

The AgentOutCalls field is incremented for the source agent who completes a transfer or
conference to an external destination. This field is incremented after the call is disconnected.

Outgoing external

The CallsHandled field is incremented for the target agent if the call is sent to the agent
via an ACD routing script. This field is incremented against the skill group to which the

ACD Calls

routing script queued the call. This field is incremented after the call disconnects and
wrap-up is completed.

How Skill Groups are Affected by Transfer and Conference

The skill group for which transfer and conference data is reported depends on how the original
call was placed.

The transfer or conference is reported for the ACD-picked skill group if the original call is a
direct call, placed to the agent's extension. For example, if an agent received a call directly to
his extension and then transferred the call, the transfer is reported for the ACD-picked skill
group of both the agent who initiated the transfer and agent who received the transfer.

The transfer or conference is reported for the skill group to which the call was routed if the
original call was routed via an ACD routing script to a specific skill group. For example, if an
agent in the Sales skill group received a Sales call and then transferred the call, the transfer out
is reported for the Sales skill group. The transfer in is reported for the skill group of the agent
who received the transfer.

The following scenarios further explain how database fields are incremented for different types
of transfers and conferences.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)