Explore recipe: Displaying the number of calls transferred to a group

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  • Bruno Menezes

    Is there any way to report on calls that were transferred from a group?

  • Jason Schaeffer
    Zendesk Customer Care

    Hi Bruno,

    Thanks for reaching out! We recently released new functionality that allows for reporting on transferred calls in Explore via the Call Leg Type or Call Consultation Type attributes as mentioned:


    Differentiate consultation, transfer, and conference legs from the rest of the call legs using the Leg consultation type attribute.

    You can use these attributes to filter your metrics for a more granular look at call transfers.

    Hope that helps! Have a great day.

    Jason Schaeffer | Customer Advocate |

  • Bruno Menezes

    Hi Jason,

    Thanks for getting back to me.

    That's helpful, thanks! However, it isn't quite what I actually need. I've been trying to figure a way to know which group/department has transferred the call, in other words, from which group/department the transferred calls are coming from. That would be something like:

    1st column: Transferred from (group/department)

    2nd column: Number of calls

    Hopefully you can help me here. Thanks in advance!


  • Rachel Martin

    +1 for me too, I would like to know how to report on calls transferred FROM an agent or group. How can this be done?

  • Anne Ronalter
    Zendesk Customer Care
    Hello Rachel,

    thank you for the Feedback.

    In this case, you might be able to use Call Legs for your Metric.

    More details here:
    What is the difference between calls and call legs?
  • Robert Hood

    I would like to be able to quantify the number of transferred calls that were missed. 

    Here is the scenario
    Tier 2 Agents are set to Transfer only: Browser status (available to take calls but not in the queue to automatically receive calls). 
    Tier 1 Agents will try to transfer a call to Tier 2 Agents, but the Tier 2 Agent doesn't answer the call (missed) . The Tier one will get a Transfer failed error message in the Talk widget. 

    I'm thinking this is a custom metric. 
    I tried
    IF ([Leg consultation type]="Unattended transfer" AND [Leg completion status]="Agent missed") THEN [Leg ID] ENDIF

    but did not get results that I expected.



  • Gab
    Zendesk Customer Care
    Hi Robert, 
    Here's a sample query that shows you how to create a report showing the Leg completion status for every call leg ID. 
    To create the report
    1. In Explore, click the Reports icon ( ).
    2. In the Reports library, click New report.
    3. On the Select a dataset page, choose Talk > Talk - Calls and then click Start report. The report builder opens.
    4. In the Metrics panel, click Add.
    5. From the list of metrics, choose Legs, then click Apply. Explore displays the total number of call legs made or received.
    6. In the Rows panel, click Add.
    7. From the list of attributes, choose the following:
      • Call ID
      • Leg ID
      • Leg type (you can filter this to only showing agent by selecting the attribute again)
      • Leg completion status
      • Leg agent name
    8. When you are finished, click Apply. Explore displays the completed table.

    Please note the following applies for call leg reporting:
    • If the agent declines or doesn't pick up the call, their call leg time ends.
    • If the agent calls a second agent to consult, a new call leg starts for the second agent.
    • Once the first agent transfers the call to another agent, then the first agent call leg ends.
    • An agent's call leg is not complete until they complete their wrap-up time (if configured).
    More information on call legs here: Understanding call legs

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