Chanus Agent

From what I can see on Zendesk's pricing website, the essentials card is available for all plans. It's not just only for the enterprise plan.

When I created a Chat Engagement query, I'm confused about "Engagement department", "Transferred chats", and "Transfers". Why are their value are null or 0? There is only one ticket that has "Engagement department" and "Transferred chats". 

In each chat, I did transferred chat to another agent or department. Transferred chat to different agent or department as shown as "agent name (agent department)"

I'm trying to create a report that tells whether each chat is forwarded to another person or department. Including telling the number of how many CIS's chats are forwarded to other departments such as Tech.