WarmTransfer Dallas

WARMTRANSFER / TEAM ACTIVITY

Team Activity — WarmTransfer Dallas

2026-08-03 — 2026-08-09 · America/Chicago

Scope: team: WarmTransfer Dallas · Answered final-handler contacts

Deterministic report · No AI used · WT-REPORT-1.1 · Generated 2026-08-10T12:00:00.000Z

Handled contacts256final-handler attribution

Avg connected201.2s256 contributing

Avg wrap-up23.9s256 contributing

Transferred2828 transfer events

Read this as activity, not an employee score.

These contacts were attributed to the final recorded handler. Routing, schedule, contact complexity, transfers, and work outside this dataset affect the result. This report does not measure adherence, occupancy, quality, or productivity.

Report summary

Technical Support accounts for 165 of 256 records in this selection.
The busiest local hour is 09:00–10:00 with 42 records across the selected days.
28 contacts have one or more transfers; 28 transfer events are recorded. These are different measures.

Daily contact volume

Completed contacts by local date

08-0330

08-0432

08-0534

08-0637

08-0739

08-0841

08-0943

Hourly demand

Local hour · all selected dates combined

4209

3512

1415

Outcome and direction mix

Every selected contact remains visible

Answered256 100.0%

Abandoned0 0.0%

Not connected0 0.0%

Unknown0 0.0%

Direction

inbound165 64.5%

outdial91 35.5%

Time profile

Averages disclose contributing record counts

Queue wait16.8s1h 11m total · n=256

Connected201.2s14h 18m total · n=256

Wrap-up23.9s1h 42m total · n=256

Connected + wrap-up225.1s16h 0m total · n=256

Transfers

28 contacts with recorded transfer history · 28 transfer events · 10.9% of contacts with known transfer data

Daily detail

Outcome and duration metrics for each local date in the report.

Local date	Contacts	Answered	Answered share	Queue wait	Connected + wrap-up
2026-08-03	30	30	100.0%	16.4s	228.2s
2026-08-04	32	32	100.0%	16.7s	228.5s
2026-08-05	34	34	100.0%	16.9s	223.3s
2026-08-06	37	37	100.0%	17.2s	224.4s
2026-08-07	39	39	100.0%	16.8s	229.5s
2026-08-08	41	41	100.0%	17.0s	223.5s
2026-08-09	43	43	100.0%	16.7s	220.2s

Queue mix

Where this team’s final-attributed contacts originated.

Final queue	Contacts	Answered	Abandoned	Not connected	Unknown	Answered share	Queue wait	Connected + wrap-up
Technical Support	165	165	0	0	0	100.0%	26.1s	213.9s
Outbound Care	91	91	0	0	0	100.0%	0.0s	245.6s

Agent activity

Answered contacts attributed to each final recorded agent.

Final agent	Contacts	Answered	Answered share	Queue wait	Connected + wrap-up
Devon K. · WarmTransfer Dallas	72	72	100.0%	17.1s	230.0s
Grace L. · WarmTransfer Dallas	73	73	100.0%	21.4s	198.6s
Jordan B. · WarmTransfer Dallas	70	70	100.0%	21.6s	241.8s
Marcus T. · WarmTransfer Dallas	16	16	100.0%	0.0s	141.1s
Nina C. · WarmTransfer Dallas	18	18	100.0%	0.0s	263.9s
Riley P. · WarmTransfer Dallas	7	7	100.0%	0.0s	377.0s

Data quality & coverage

1,008 input rows · 0 duplicate IDs removed · 0 excluded rows · 256 selected records.

FICTIONAL SAMPLE DATA — generated without customer records or bearer tokens.
Missing or invalid duration and transfer values stay unknown; they are not converted to zero.
Queue identity uses the Webex queue ID when available; duplicate queue names are shown with an ID suffix.
Queue attribution uses the final queue carried by each contact; this is not a per-queue-offer or transfer-leg report.
File coverage is not verified against the source system. An empty day can mean no records or an incomplete export.

How these numbers were calculated

CUCM CDR: Records are CUCM call legs. Queue wait, wrap-up, transfer counts and direction stay unknown. A zero duration can be a connected call shorter than one second.
Records: Completed contacts for Contact Center; call legs for Webex Calling. Records are not necessarily distinct calls.
Answered share: Records explicitly answered / all selected records. Unknown outcomes remain in the denominator.
Abandoned: Only records explicitly labeled abandoned. This is not all unanswered records and is not an Analyzer service-level denominator.
Average queue wait: Sum of queue-wait seconds / answered records with known queue-wait values. Ring time is not included; this is not ASA.
Average connected: Sum of connected seconds / answered records with known connected values. No assumption about whether connected includes hold.
Average wrap-up: Sum of wrap-up seconds / answered records with known wrap-up values. Missing values are excluded, not treated as zero.
Connected + wrap-up: Mean of connected plus wrap-up seconds, using answered records where both fields exist. Hold is not added. Not labeled Analyzer-parity AHT.
Transfer share: Contacts with one or more transfers / contacts with a known transfer count. Transfer events are a separate count.
Percentiles: Nearest-rank percentile of known non-negative duration values. Missing values are excluded and the contributing count is printed beside the result.
Totals: Ratios use pooled numerators and denominators. Group percentages are never averaged.
Timezone: All date filters, daily buckets, and hourly buckets use the timezone printed on the report. Dates select contact start time.
Coverage: Includes only supplied records. Gaps are not proof of zero traffic; missing records cannot be reconstructed from an export.
Attribution: Contact Center queue, team, and agent identities are the final recorded handler identities. Earlier transfer legs are not included. Agent-state, occupancy, and adherence require a separate session/event dataset.
Method version: WT-REPORT-1.1; deterministic calculations; no language-model processing.