If an agent is logged out will it show as a transferred call

[John Richard Procter]

Yes, if the agent is logged out it will still record the
transferred call on the agents extension.

To compare TOPAZ with RUBY keep in mind that:

1. TOPAZ takes a full day and not for example 22-06-2004
   07:00 AM until 05:00:00 PM as RUBY can.
2. Also RUBY handles only incoming calls.
   Select only incoming calls in your TOPAZ report.
3. RUBY is setup to monitor a Call Centre Group, example
   Sales. TOPAZ is divided into groups using Branch, Department
   and Sections.
4. Check which action your PABX gives
5. ALSO SEE: TOPAZ report by action code
   Some PABX's gives the call group in the reference field
6. ALSO SEE: TOPAZ report by reference code
   
   
   TOPAZ:
   
   Depending on the actions your PABX uses, you can pull the
   reports below to compare your data.
   
   If your TOPAZ monitors all extensions in the company and not
   just your Call Centre group, make sure that your TOPAZ
   "section" matches your extension group for the Call Centre.
   If your PABX unit gives off the call group,you can use the
   call group in stead of Branch, Department and Sections.
   
   DATA-> LOOKUPS-> SECTION-> Group your extension of the call
   centre together as for example "CallCentre".
   
   
   1. Setup a report in TOPAZ for TRANSFERRED calls.
      
      To create a new report, click on REPORTS > CUSTOM REPORTS
      Click on the "+", now enter your report heading under Description,
      example All Transferred Call by User.
      
      Report options : tick "summary" and "only incoming"
      Select records : Yesterday
      Summary Report Format : Call Category
      Order by : Group
      Group by : User
      Maximum Records : 0
      Field Selection : Action, =, I_TRANSFER
      Only Select These : Select All_Branch_
      Select All_Departments_
      Select "CallCentre"
      
   2. Setup a report in TOPAZ for UNANSWERED calls.
      
      If a call was transferred and not answered, it will be marked as
      unanswered. If a call was transferred and ring at an extension
      and another extension picks up the call, there will be
      two call records, one unanswered and one answered call.
      
      Report options : tick "summary" and "only incoming"
      Select records : Yesterday
      Summary Report Format : Call Category
      Order by : Group
      Group by : User
      Maximum Records : 0
      Field Selection : Action, =, I_UNANSWER
      Only Select These : Select All_Branch_
      Select All_Departments_
      Select "CallCentre"
      
   3. ALSO SEE: Topaz Report for Ringtime
   
   
   • RUBY:

View a Group Report per hour of day. Make sure that the date matches
your TOPAZ report and that your time is set from 00:00:00 AM until
23:59:59 PM.

The "Agent" column will have the TRANSFERRED call and the UNANSWERED call
under "Total" for "Calls", since the PABX gives off two call records.

ALSO SEE: An explanation of the different fields in the group report per hour of day.