Consult and transfer analytics
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
Consult and transfer analytics provides deep visibility into how interactions move across your contact center.
This feature allows you to:
Track consult and transfer volumes across agents, queues, and time periods.
Analyze transfer paths to identify inefficient routing patterns.
Monitor transfer acceptance rates and SLA compliance.
Identify training needs through agent-level consult and transfer metrics.
Optimize routing strategies based on transfer pattern data.
License capabilities
Capability | Viewer License | Creator License |
|---|---|---|
View the default Consults summary, Transfers summary, and Agent and queue transfers dashboards |
| |
View custom dashboards with consult/transfer metrics | ||
Create custom dashboards with consult/transfer metrics |
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Apply consult/transfer dimension filters | On existing dashboards only; Explore from here on tiles is not available | |
Add new consult/transfer dimension filters | ||
Schedule reports | ||
Use the explore options on tiles |
Prerequisites
Prerequisite | Description |
|---|---|
Historical Analytics license | You must have a Historical Analytics Viewer or Creator license to access Consult and transfer analytics. |
Feature enablement | Consult and transfer analytics must be enabled for your account. |
Agent Interactions Summary dataset enablement | The Agent Interactions Summary dataset must be enabled for your account. |
Limitations
Limitation | Description |
|---|---|
Voice interactions only | Tracking is currently limited to voice interactions. Digital interactions such as webchat, WhatsApp, email, and SMS are not supported. |
Stats processing dependency | Data visibility depends on the Stats processing system. |
Data delay
Expect a minimum delay of 15 minutes between an event occurring and its appearance in Historical Analytics. Avoid building time-sensitive reports that rely on near-real-time data.
Dashboards
Three pre-built dashboards provide visibility into consult and transfer activity, including daily volumes, acceptance rates, transfer types and destinations, and agent-level metrics.
Dashboard | Description |
|---|---|
Reviews the transfer performance by agent and queue. | |
Tracks consultation patterns and agent collaboration. | |
Monitors transfer volumes, types, destinations, and success rates. |
Fields
Enabling Consult and transfer analytics affects Historical Analytics fields in two ways: it adds new fields to existing explores, and it introduces two entirely new explores.
New fields in existing explores
The following existing explores gain new consult and transfer fields when this feature is enabled.
Name | What is added | Reference page |
|---|---|---|
Interaction events | New dimensions | |
Interaction summary | New dimensions and measures |
New explores
The following explores are introduced by this feature and are not available without it:
Name | Description |
|---|---|
Provides per-channel, per-interaction data about agent activity across all handled interactions, aggregated into 15-minute time slots. Use these fields to analyze agent-level handle time, talk time, hold time, wrap time, consult duration, and transfer event counts. | |
Provides data about individual queue events, including entry and exit timing, interaction outcomes, agent handling time, and service level performance. Use these fields to analyze queue performance, wait times, and abandon patterns at the queue event level. |