Session Transfer

Support.com Cloud includes the following session transfer metrics:

• Accepted: Percentage of session transfer requests that were accepted on a per-Agent/Team basis.
• Rejected: Percentage of session transfer requests that were rejected on a per-Agent/Team basis.
• Time out: Percentage of session transfer requests that exceeded the maximum waiting period with out being accepted on a per Agent/Team basis.
• Total assignments: Total number of sessions assigned to each Agent/Team.
• Requeue: Number of sessions that had to be reassigned to a different Agent.
• Agent Transfer: Number of sessions that each Agent transferred.
• Transferred from Skill: Skill originating a soft session transfer.
• Transferred to Skill: Skill receiving a soft session transfer.
• Count: Number of soft session transfers.