Agent Call Target

This data export field indicates whether a call is internal or external from the perspective of the agent.

Possible Values

One of the following values is written to a record (communication leg):

Value	Description
I	An internal call from the agent's perspective.
E	An external 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 (and internal call).

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

Detail

The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.

	External	storm	storm user
		Deskphone LOG IN and LOG OUT	'I' but blank if a user logged in to a phone that another user was logged in to

Always 'E'

EXTERNAL INCOMING CALL

(2 legs)

Always 'E'

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

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

Note: the value on the initial leg is copied to any subsequent legs.

Filter

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