Agent Group
This data export field displays the name of the agent group to which a contact was routed and presented to an agent.
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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) |
1026 |
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Filter |
Agent Group |
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Dimension |
Agent Group |
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. Subsequent transfers sent the call to an agent in the 'Cust Service' agent group, and then to an agent in the 'General Hols' agent group.
The first row (inbound leg) reports the last agent group. Each subsequent outbound leg to an agent reports the agent group to which the call was transferred up to that point in the call. Note that the last two transfers were not to agents (jomolenaar was not an agent and the destination 020794607654 was an external destination.
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Agent Group |
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2018-08-02 16:30:19 |
I |
01614960654 |
cmilliband |
General Hols |
General Hols |
Stephen Dodd |
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2018-08-02 16:30:24 |
O |
iPath_129_cmilliband |
cimilliband |
Summer Hols |
Summer Hols |
Craig Milliband |
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2018-08-02 16:31:20 |
O |
00156527D65C |
bas |
Cust Service |
Cust Service |
Baz Parsons |
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2018-08-02 16:32:33 |
O |
001565192de5 |
sdodd |
General Hols |
General Hols |
Stephen Dodd |
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2018-08-02 16:33:40 |
O |
00156531972e |
jmolenaar |
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Stephen Dodd |
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2018-08-02 16:34:45 |
O |
020794607654 |
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Stephen Dodd |
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 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) |
The last agent group to which the call was routed |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
For a call generated by an OUTBOUND campaign |
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Initial called party leg (2nd leg) |
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For a call generated by an OUTBOUND campaign |
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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 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 |
Filter
Include or exclude one or more agents in your organisation.