Queue
This data export field displays the queue pertaining to the CONTACT action.
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Historical Data Source |
CONTACT Actions |
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Channels |
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Size (bytes) |
1026 |
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Filter |
Queue |
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Dimension |
Queue |
Example
This data export report shows the series of CONTACT actions where a caller was first routed to an agent via the 'Summer Hols' queue. The agent then transferred the call to an agent via the 'Cust Service' queue. Finally, the call was routed to an agent via the 'Gen Hols' queue.
Row 1: The initial call came in via the Summer Hols queue. Agent 'cmilliband' answered this call.
Row 2: Agent 'cmilliband' committed a transfer to agent 'bas' who was servicing the Cust Service queue.
Row 3: Agent 'bas' who was servicing the Cust Service queue was the transferring agent on the second transfer.
Row 4: Agent 'bas' committed a transfer to agent 'sdodd' who was servicing the Gen Hols queue.
Row 5: At disconnection, the call had last been serviced by agent 'sdodd' who had been servicing the Gen Hols queue.
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Queue |
|||||
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1906711595356543306 |
2018-07-19 16:50:46 |
initial |
transfer |
Summer Hols |
cmilliband |
|
1906711638300490223 |
2018-07-19 16:50:45 |
consultation |
transfer_complete |
Cust Service |
bas |
|
1906711595356543306 |
2018-07-19 16:59:21 |
transfer |
transfer |
Cust Service |
bas |
|
1906711638300490385 |
2018-07-19 16:59:21 |
consultation |
transfer_complete |
Gen Hols |
sdodd |
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1906711595356543306 |
2018-07-19 17:07:11 |
transfer |
disconnect |
Gen Hols |
sdodd |
Note: the actions may not appear in the expected order in the data export report.
The Queue value relates to the Call ID value (row 2 relates to the communication between the first pair of agents; row 4 relates to that between the second pair of agents, and the subsequent rows to the caller part of the connection).
Filter
Include or exclude one or more queues in your organisation.