Agent Call Direction

This data export field indicates whether a call is incoming or outgoing from the perspective of an agent.

Historical Data Source	CONTACT Data Records
Category	CONTACT
Channels
Size (bytes)	3
Filter	Agent Call Direction
Dimension	None

Key to symbols

Possible Values

Value	Description
I	An incoming call from the agent's perspective.
O	An outgoing call from the agent's perspective.

Example

This data export report shows 3 calls.

Rows 1-2: Baz called the external number 07700900654 from the DTA.

Rows 3-4: Baz called Stephen from the DTA. This is outgoing from Baz's perspective and incoming from Stephen's.

Rows 5-7: An external incoming call, which was answered by an agent and then transferred to another agent.

Call Date/Time	Call Direction	Originating address	Destination address	Local Agent	Agent Call Direction
2018-01-17 14:26:29	O	2008	001565192de5	Baz Parsons	O
2018-01-17 14:26:33	O	01344304344	07700900654		O
2018-01-17 18:04:29	O	2008	001565192de5	Baz Parsons	O
2018-01-17 18:04:32	O	2008	00156527D65C	Stephen Dodd	I
2018-07-30 17:15:18	I	01344304344	01614960654		I
2018-07-30 17:15:25	O	01344304344	iPath_129_cmilliband	Craig Milliband	I
2018-07-30 17:18:11	O	01344304344 (2006)	00156527D65C	Baz Parsons	I

Detail

	External	storm	storm user
		Deskphone LOG IN and LOG OUT	Always 'I'

 

Always 'I'

EXTERNAL INCOMING CALL (2 legs)

Always 'I'

 

		OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg)			Always 'O'
		or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg)			Always 'O'
		Initial called party leg (2nd leg)
				Always 'I'

 

		TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs)
				Always 'I'

Filter

Include or exclude one or more of the following filters:

Filter	Equates to
Inbound	Field value of I.
Outbound	Field value of O.