fact_agent_conversation_transfers

Each row is one transfer event: a conversation moving from one agent to another (or into another team’s queue). It replaces the legacy fact_redirections.

What questions does it answer?

Who transfers the most, and to whom?
Which teams receive the most transferred work?
What does a conversation’s full custody chain look like?

Columns

Column	Type	Description
`transfer_id`	Int32	Unique identifier of the transfer
`company_id`	Int32	Your company (filtered automatically)
`agent_conversation_id`	Int32	The conversation being transferred
`session_id`	Int64	The originating conversation flow; `0` if none
`created_at`	DateTime64	When the transfer happened
`from_agent_id`	Int32	Agent handing off the conversation
`from_agent_name`	String	That agent’s name
`to_agent_id`	Int32	Agent receiving the conversation
`to_agent_name`	String	That agent’s name
`owner_agent_id`	Int32	The agent who performed the transfer — differs from `from_agent_id` when a supervisor moves the conversation
`tag_id`	Int32	Tag (queue) the conversation belongs to
`team_name`	String	Team of that tag
`synced_at`	DateTime64	When this row was last written/corrected

Example queries

Transfer flows between agents, last 30 days

SELECT from_agent_name, to_agent_name, count() AS transfers
FROM fact_agent_conversation_transfers
WHERE created_at >= today() - 30
GROUP BY from_agent_name, to_agent_name
ORDER BY transfers DESC
LIMIT 20

Custody chain of one conversation

SELECT created_at, from_agent_name, to_agent_name, team_name
FROM fact_agent_conversation_transfers
WHERE agent_conversation_id = {your_conversation_id}
ORDER BY created_at

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fact_agent_conversation_transfers

fact_agent_conversation_transfers

What questions does it answer?

Columns

Example queries

Transfer flows between agents, last 30 days

Custody chain of one conversation

​fact_agent_conversation_transfers

​What questions does it answer?

​Columns

​Example queries

​Transfer flows between agents, last 30 days

​Custody chain of one conversation

fact_agent_conversation_transfers

What questions does it answer?

Columns

Example queries

Transfer flows between agents, last 30 days

Custody chain of one conversation