Mapping Type
This data export field indicates if an ACD queue is associated with the CONTACT action.
|
Historical Data Source |
CONTACT Actions |
|
Channels |
|
|
Size (bytes) |
4 |
|
Filter |
Mapping Type |
|
Dimension |
None |
Possible Values
|
Value |
Description |
|
1 |
Reserved for future use. |
|
2 |
A queue is associated with the CONTACT action. |
|
100 |
A queue is NOT associated with the CONTACT action. |
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 mapping type of 2 indicates that the initial call arrived via a queue.
Row 2: A mapping type of 100 indicates that an agent committed a transfer directly to another agent.
Row 3: A mapping type of 100 indicates that the caller was transferred to the agent directly (not through a queue).
|
Mapping Type |
|||||
|
1909807807192832126 |
2018-07-30 17:22:19 |
initial |
transfer |
2 |
Summer Hols |
|
1909807854436409606 |
2018-07-30 17:22:19 |
consultation |
transfer_complete |
100 |
|
|
1909807807192832126 |
2018-07-30 17:30:19 |
transfer |
disconnect |
100 |
|
Filter
Include or exclude one or more of the following filters:
|
Filter |
Equates to |
|
Call Treatment |
Field value of 2 |
|
Outbound Call |
Field value of 100 |