Call ID
This data export field displays a system-generated ID that uniquely identifies an interaction.
|
Historical Data Source |
CONTACT Agent Activity |
|
Channels |
|
|
Size (bytes) |
14 |
|
Filter |
None |
|
Dimension |
None |
Example
This data export report shows status changes across 2 external incoming calls to the same agent. The calls are identified by the IDs 13.45004118 and 70.9218678.
|
Call ID |
||||
|
Available |
13.45004118 |
2020-02-06 10:39:14 |
Incoming Call Setup |
Edward Redwood |
|
Incoming Call Setup |
13.45004118 |
2020-02-06 10:39:15 |
Incoming Call Ringback |
Edward Redwood |
|
Incoming Call Ringback |
13.45004118 |
2020-02-06 10:39:18 |
Inbound |
Edward Redwood |
|
Inbound |
13.45004118 |
2020-02-06 10:39:19 |
Inbound |
Edward Redwood |
|
Inbound |
13.45004118 |
2020-02-06 10:39:31 |
Wrapup |
Edward Redwood |
|
Wrapup |
13.45004118 |
2020-02-06 10:39:37 |
Available |
Edward Redwood |
|
Available |
70.9218678 |
2020-02-06 10:40:25 |
Incoming Call Setup |
Edward Redwood |
|
Incoming Call Setup |
70.9218678 |
2020-02-06 10:40:26 |
Incoming Call Ringback |
Edward Redwood |
|
Incoming Call Ringback |
70.9218678 |
2020-02-06 10:40:29 |
Inbound |
Edward Redwood |
|
Inbound |
70.9218678 |
2020-02-06 10:40:29 |
Inbound |
Edward Redwood |
|
Inbound |
70.9218678 |
2020-02-06 10:40:39 |
Wrapup |
Edward Redwood |
|
Wrapup |
70.9218678 |
2020-02-06 10:40:45 |
Available |
Edward Redwood |
|
Available |
70.9218678 |
2020-02-06 11:08:06 |
DTA Not Ready |
Edward Redwood |
Remarks
The call ID relates to the call the agent was on when the status began. For example, a status change from Available to Inbound Call Setup shows the call ID of the agent’s previous call (the duration in the Available status is how long they were Available after that call. If a call fails to connect, the call ID for the last connected call is restored so that if the agent re-enters the Wrapup status, the wrap duration is tagged to the last connected call rather than the failed interruption.
A call where a user dialled a key sequence on their deskphone to select an unavailable status does not generate another call ID.