Call ID
This data export field displays a system-generated ID that uniquely identifies the parts of a call handled by various parties. For example, in an incoming call that is subsequently transferred, the parts involving the caller (to any agent) is assigned a unique call ID. Each consultation (between 2 agents) is assigned its own unique call ID.
|
Historical Data Source |
CONTACT Actions |
|
Channels |
|
|
Size (bytes) |
8 |
|
Filter |
None |
|
Dimension |
None |
Example
This data export report shows the three call IDs generated for an incoming call that was routed to an agent via a queue, and then transferred to two further queues.
|
Call ID |
||||
|
1906711595356543306 |
2018-07-19 16:50:45 |
initial |
transfer |
Craig Milliband |
|
1906711638300490223 |
2018-07-19 16:50:45 |
consultation |
transfer_complete |
Baz Parsons |
|
1906711595356543306 |
2018-07-19 16:59:21 |
transfer |
transfer |
Baz Parsons |
|
1906711638300490385 |
2018-07-19 16:59:21 |
consultation |
transfer_complete |
Stephen Dodd |
|
1906711595356543306 |
2018-07-19 17:07:11 |
transfer |
disconnect |
Stephen Dodd |
The ID ending in '223' refers to the first consultation call between agents Craig and Baz;
The ID ending in '385' refers to the second consultation call between agents Baz and Stephen;
The ID ending in '306' refers to the caller's communication with all agents.