Call Group Type
This data export field indicates the type of storm UC/CONTACT call treatment to which the call was directed.
|
Historical Data Source |
CONTACT Actions |
|
Channels |
|
|
Size (bytes) |
4 |
|
Filter |
Call Group Type |
|
Dimension |
None |
Possible Values
|
Value |
Description |
|
0 |
The call was NOT directed to a queue. |
|
3 |
The call was directed to a queue. |
Additional treatment types will be added in future releases.
Example
This data export report shows an incoming call, which was answered by an agent via a queue and which the agent then warm-transferred directly to another agent.
Row 1: A call group type of 3 indicates that the initial call directed a queue (verified by the mapping type value of 2).
Row 2: A call group type of 0 indicates that an agent committed a transfer directly to another agent rather than through a queue.
Row 3: A call group type of 0 indicates that the caller was transferred to the agent directly (not through a queue).
|
Mapping Type |
Call Group Type |
|||||
|
1909807807192832126 |
2018-07-30 17:22:19 |
initial |
transfer |
2 |
3 |
Summer Hols |
|
1909807854436409606 |
2018-07-30 17:22:19 |
consultation |
transfer_complete |
100 |
0 |
|
|
1909807807192832126 |
2018-07-30 17:30:19 |
transfer |
disconnect |
100 |
0 |
|
Filter
Include or exclude the following filter:
|
Filter |
Equates to |
|
Queue |
Field value of 3 |