Queue Rejoin?

This data export field indicates whether a CONTACT action is associated with a previous queue-related action (such as a callback).

Historical Data Source	CONTACT Actions
Channels
Size (bytes)	1
Filter	Queue Rejoin?
Dimension	None

Key to symbols

Possible Values

Value	Description
0	The CONTACT action is NOT associated with a previous queue-related action.
1	The CONTACT action is associated with a previous queue-related action.

Examples

The value is set in two specific cases:

Case 1: A Caller Requests a Callback

This data export report shows a call where the caller requested a callback.

Row 1: A caller requested a callback whilst waiting in the 'Gen Hols' queue.

Row 2: The Queue Rejoin? value of 1 indicates that a callback call (ending at 14:13:11) associated with the 'Gen Hols' queue was made.

Call ID	Action Date/Time	Start Reason	End Reason	Queue	Queue Rejoin?
1896859966859081801	2018-06-14 14:07:06	initial	callback	Gen Hols	0
1896860061349941483	2018-06-14 14:13:11	callback	disconnect	Gen Hols	1

Case 2: An Agent Abandons a Warm Transfer Attempt

An agent initiates a warm transfer to a queue that is not being serviced by an agent. Then, instead of waiting for an agent to become available, the transferring agent commits the transfer and hangs up.

In this data export report, the Queue Rejoin? value of 1 indicates that the caller was left in the 'Cust Service' queue after the agent abandoned a warm transfer to the queue.

Call ID	Action Date/Time	Start Reason	End Reason	Queue	Queue Rejoin?
1910089299354950064	2018-07-31 15:07:14	initial	transfer	Summer Hols	0
1910089338021165430	2018-07-31 15:07:14	consultation	transfer_complete	Cust Service	0
1910089299354950064	2018-07-31 15:08:11	transfer	disconnect	Cust Service	1

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