CMS Supervisor Reports (Transferred)

[Ysary2007]

I have an agent group report that I have displaying each agent by split/skill and comparing that with a VDN report. The 'TRANSFERRED' data does not match. I have attempted to review information in the help menu, but it isn't very clear about what is considered a transferred call. It appears there is a difference as I am unable to get the number of calls 'transferred' by agents in the agent group report to match what the VDN report says was transferred (yes I have all the VDN's that are attached to the split/skill).

Anyone know what the difference is between what is considered a transferred call between the 2 different reports?

 

[Ysary2007]

Added notes ....

The VDN report says that for all the VDNs pointing to the skills the agent handled only 10 were transferred.
The Agent report shows a total of 55 calls were transferred by those agents (again for all skills associated to the VDNs).
Looking at a trace route report for a single agent would indicated that the agent report is correct as 1 agent had 9 calls transferred (and another that appeared to be transferred but was not flagged as so) ... this same agent shows as having 10 calls transferred alone for the appropriate VDNs.

Any ideas what transferred really means on a VDN report? or why it is different from an agent report?