Queue Reference
This data export field displays a system-generated reference that is generated each time a call enters a queue.
|
Historical Data Source |
CONTACT Actions |
|
Channels |
|
|
Size (bytes) |
4 |
|
Filter |
None |
|
Dimension |
None |
Example
This data export report shows two callers who entered the same queue. Each call has a unique queue reference even though they entered the same queue.
|
Queue Reference |
|||||
|
1910089327336934295 |
2018-07-31 14:24:50 |
initial |
disconnect |
7914 |
1732205409 |
|
1910089393856549192 |
2018-07-31 14:25:34 |
initial |
disconnect |
7914 |
1732205483 |
Remarks
A use case for this field is when you wish to identify an agent callback with the original callback request that was placed by the caller who entered the inbound queue.
For example, the following data export report displays three callback requests. The Queue Wait Time data export field shows the duration for which the caller waited in the queue before requesting a callback. The Action Date/Time data export fields is the time at which the callback was requested.
|
Queue Reference |
|||
|
1731201690 |
Customer Service |
0:37 |
2019-09-27 11:34:56 |
|
1731203789 |
Customer Service |
0:38 |
2019-09-27 11:46:06 |
|
1731206348 |
Customer Service |
0:52 |
2019-09-27 11:59:03 |
The following data export report uses the Queue Reference field to match each agent-serviced callback with the original request. For instance, we see that the first callback (reference 1731201690) placed at 11:34:56 on 27/09/2019 was serviced by agent Baz Parsons just over 6 minutes later at 11:41:06.
|
Queue Reference |
||||
|
1731201690 |
Customer Service |
0:06:08 |
2019-09-27 11:41:06 |
Baz Parsons |
|
1731203789 |
Customer Service |
0:09:36 |
2019-09-27 11:55:58 |
Baz Parsons |
|
1731206348 |
Customer Service |
0:07:15 |
2019-09-27 12:06:29 |
Baz Parsons |
This approach is used in the 'Queue Callback Requests' and 'Queue Callbacks Serviced' standard VIEW reports. See the storm VIEW Standard Historical Reports Reference Guide for details.