Agent Group ID
This data export field displays the unique storm-generated numeric identifier for the storm agent group to which a contact was routed and presented to an agent. It is useful for distinguishing between two agent groups that have the same name. See also, Agent Group.
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Historical Data Source |
CONTACT Data Records |
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Category |
CONTACT |
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Channels |
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Size (bytes) |
4 |
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Filter |
None |
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Dimension |
Agent Group ID |
Example
This data export report shows an incoming call that was routed to agents in three agent groups. The first was the 'Summer Hols' agent group (34635). Subsequent transfers sent the call to an agent in the 'Cust Service' agent group (34637), and then to an agent in the 'General Hols' agent group (34636).
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Agent Group ID |
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2018-08-02 16:30:19 |
I |
01614960654 |
General Hols |
General Hols |
34636 |
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2018-08-02 16:30:24 |
O |
iPath_129_cmilliband |
Summer Hols |
Summer Hols |
34635 |
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2018-08-02 16:31:20 |
O |
00156527D65C |
Cust Service |
Cust Service |
34637 |
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2018-08-02 16:32:33 |
O |
001565192de5 |
General Hols |
General Hols |
34636 |
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2018-08-02 16:33:40 |
O |
00156531972e |
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2018-08-02 16:34:45 |
O |
020794607654 |
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Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
Voice Interactions
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External |
storm |
storm user |
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Deskphone LOG IN and LOG OUT |
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The ID of the last agent group to which the call was routed |
EXTERNAL INCOMING CALL (2 legs) |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
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Initial called party leg (2nd leg) |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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The most recent agent group to have received the transfer |
Text Interactions
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External |
storm |
storm user |
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INCOMING SMS TEXT |
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OUTGOING SMS TEXT Agent-initiated or reply |
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Populated if email is actioned |
INCOMING EMAIL |
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Initiate Reply Forward Followed Up |
OUTGOING EMAIL or ACTION on INCOMING EMAIL |
Ignore Delete Requeue Complete Follow Up Followed Up |
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The ID of the first agent group where the chat was handled |
WEB CHAT |
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INCOMING SOCIAL MEDIA MESSAGE |
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SOCIAL MEDIA MESSAGE REPLY |
