Start Reason
This data export field displays the state of the call immediately before the CONTACT action that generated the record.
|
Historical Data Source |
CONTACT Actions |
|
Channels |
|
|
Size (bytes) |
33 |
|
Filter |
Start Reason |
|
Dimension |
None |
Possible Values
|
Value |
Description |
|
initial |
The call had entered a queue |
|
transfer |
The call had already been transferred |
|
callback |
A caller had requested a callback while waiting in a queue. |
|
overflow |
The call overflowed for a reason other than a timeout such as no active agents or disaster recovery and was routed to another destination via an extended configuration rule. |
|
timeout |
A call bound for a queue had timed out and was routed to another destination via an overflow (extended configuration) rule. |
|
consultation |
An agent had initiated a consultation during a warm transfer |
Example
This data export report shows the series of CONTACT actions where a caller was answered by agent Craig Milliband via a queue. Craig warm-transferred the call to a queue resulting in the call being answered by agent Baz Parsons. Baz then warm-transferred the call to another queue resulting in the call being answered by agent Stephen Dodd.
Row 1: Agent Craig Milliband's transfer from the initial call was successful.
Row 2: Agent Craig Milliband had entered into consultation with Baz Parsons.
Row 3: Agent Baz Parsons' transfer from a call that had already been the result of a transfer that was successful.
Row 4: Agent Baz Parsons had entered into consultation with agent Stephen Dodd.
Row 5: The part of the call that was disconnected had been the result of a transfer.
|
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 |
Note: the actions may not appear in the expected order in the data export report.
Filter
Include or exclude one or more of the values listed in the 'Possible Values' section above.