Conference vs Transfer in ECHI Report

[maeganfrost]

Hello,

I have questions regarding the Transfer and Conference fields in the ECHI Report.

Question 1:

Scenario 1: If agent 1 (transfers the call to a particular number) uses the transfer button it will yield a 1 in the Transfer field.​

Scenario 2: If agent 1 conferences the call, to agent 2 and makes a consult regarding the call, it will yield a 1 in the Conference field.​

Scenario 3: If agent 1 conferences the call to agent 2 and agent 1 drops from the call, the cust will be transferred to agent 2. Will it yield both 1 in the Transfer and Conference fields? Or just the Conference field?​

Question 2:
For warm transfers using Conference, how will we be able to identify if the call is a conference/consult or a conference/transfer?

Question 3:
Can someone please further explain how the Agt_Released field is used?

Hoping to get some information for these queries, as we are having issues with our reports. Would really appreciate if you will be able to assist me in this. Thanks so much.

 

[Stinney]

I always find that the best way to get the answer is to perform the actions and see the results in the ECH. Create 2 agent IDs, send a call to one and perform the different scenarios.

The ECHI documentation has a lot of good information:

https://downloads.avaya.com/elmodocs2/cms/R14/ECHI.pdf

But it doesn't always provide what happens in every possible scenario.

I would assume from what the documentation says, that if the agent initiates a conference and then transfers the call, you're going to get a conference and a transfer indication as well as an agt_released indication. You can also look at the CONSULTTIME and see how long the conference portion took. This would indicate how quickly the agent transferred the call.

Question 3:
Can someone please further explain how the Agt_Released field is used?

Avaya ECHI documentation: The agent released or dropped the split/skill or direct agent ACD call. This is always true for ACD calls the agent transferred or conferenced. (0=NO, 1=YES).

We used this at a company I worked for to verify customer complaints that the agent hung up on them (not all our calls were recorded at this company). If it showed an Agt_Released, we new that the agent hung up before the caller. We tested this extensively. As long as the disconnect was on the far end, this didn't show as an agent disconnect.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[maeganfrost]

Thanks Stinney. Our PBX Team were already working on these scenarios. We have yet to see the ECH results of these call scenarios.