Know Exactly Where Every Transfer Goes – Introducing the TASKE Contact Agent Transfer Report

Your agents transferred 4,000 calls last month. Do you know where they went ?

Transfers are one of the most common and most frustrating experiences in a contact center. A call bounces between agents. A customer lands in the wrong queue. A transfer attempt simply vanishes.

Customers transferred more than once are significantly more likely to abandon or report a negative experience. Most contact center leaders already know this. What they don’t have is the visibility to do something about it.

Until now.

Introducing the TASKE Contact Agent Transfer Report

The Agent Transfer Report is a new addition to TASKE Contact that puts your entire transfer picture in one place. It goes beyond what you’ll find in other Queue or Agent reports by focusing specifically on where agents are sending contacts, how often those transfers are succeeding, and which ones are failing.

Run it for all agents, a selection of agents, or by agent hierarchy. Pair it with your date range of choice and immediately have a clear, evidence-based picture of transfer activity across your contact center.

What’s in the Report

Each row of the Agent Transfer Report represents a transfer destination and includes:

Destination Type

Each destination is labeled as Agent, Queue, or External Number.

Attempted Transfers

The total number of times an agent tried to transfer a contact to that destination.

Avg & Max Transfer Time

How long it took to complete the transfer.

Failed Transfers

Transfer attempts where the receiving endpoint did not accept.

Return to Queue

Contacts that bounced back to the original queue after a transfer attempt.

What You Can Do with It

For Supervisors: Stop Guessing, Start Coaching

The Agent Transfer Report is built for supervisors who want answers, not more questions.

• Spot outliers instantly. If one agent is receiving significantly more inbound transfers than anyone else on the team, that’s worth investigating. A high inbound transfer volume to a specific agent can mean they’re being over-relied on as an escalation point, which creates a single point of failure. If that agent is unavailable, those transfers will fail or bounce back to queue. The Agent Transfer Report shows you exactly which agents are attracting the most transfer traffic, so you can address the imbalance before it becomes a problem.
• Identify possible call avoidance. A high number of Return to Queue transfers is one of the clearest indicators that an agent may be avoiding certain types of contacts. Whether that’s intentional or the result of poor call-type matching, that’s a coaching conversation you can now have with confidence.
• Investigate failed transfers. Customers complaining about dropped calls or dead-end experiences? The Failed Transfer column tells the story. A pattern of failures to a specific destination suggests one of three things: agents are choosing the wrong destination, that destination doesn’t have the capacity to answer, or transfers are being actively ignored or declined. Any of these is fixable, but only if you know the problem exists in the first place.

For Call Center Administrators: Validate Your Routing Design

If your agents are consistently transferring contacts to a different queue, that’s worth investigating from a routing perspective. It could mean customers are selecting the wrong menu option, or that your IVR or call flow is routing contacts to the wrong team.

The Agent Transfer Report helps administrators identify these patterns early. If everyone in a queue is sending contacts somewhere else, the problem isn’t the agents; it’s the routing. That’s a design fix, not a performance conversation, and having the data to back that up makes all the difference when escalating the issue.

The report is also useful for tracking external transfer patterns. If contacts are regularly being escalated outside your Amazon Connect environment, you’ll want to understand the frequency, the volume, and whether those transfers are completing successfully.

For Agents: Understand Your Own Transfer Patterns

Agents with access to their own reports can use the Agent Transfer Report to review how their transfers are performing. Are your transfers completing successfully? Are any of your go-to destinations consistently failing? Knowing this helps you make better decisions in the moment and shows up in your performance data in a positive way.

See It for Yourself

Whether you’re coaching an agent, investigating a routing issue, or trying to understand why customers keep complaining about transfers, the Agent Transfer Report gives you the clarity to act with confidence.

We’d love to hear what insights you uncover. Share your feedback in the comments below.

Visit the TASKE Contact webpage to explore further details.

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