Agent ID
This data export field displays the unique storm-generated numeric identifier for the storm agent associated with an interaction that came in via a queue. It is useful for distinguishing between two agents who have the same name. See also, 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) |
4 |
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Filter |
None |
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Dimension |
Agent ID |
Example
This data export report shows an incoming call that was first handled by Craig and then transferred to a series of agents via queues.
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Agent ID |
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2018-08-02 16:30:19 |
I |
01614960654 |
General Hols |
Stephen Dodd |
14199 |
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2018-08-02 16:30:24 |
O |
WebiPath_129_122281 |
Summer Hols |
Craig Milliband |
6987 |
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2018-08-02 16:31:20 |
O |
00156527D65C |
Cust Service |
Baz Parsons |
6179 |
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2018-08-02 16:32:33 |
O |
001565192de5 |
General Hols |
Stephen Dodd |
14199 |
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2018-08-02 16:33:40 |
O |
00156531972e |
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Stephen Dodd |
14199 |
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2018-08-02 16:34:45 |
O |
020794607654 |
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Stephen Dodd |
14199 |
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 |
The agent who was logged in before the log in or log out command was issued |
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The last agent to service the call via a queue |
EXTERNAL INCOMING CALL (2 legs) |
The agent who serviced the queue |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
For an internal call, the called agent. For an external call, the calling agent |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
For an internal call, the called agent. For an external call, the calling agent |
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Initial called party leg (2nd leg) |
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The calling agent |
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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 who answered the transfer via a queue. If the call was never transferred to a queue, then this is the name of the agent who took the original call from the first queue |
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 The last agent to handle the email |
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 last agent to handle the chat |
WEB CHAT |
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The last agent to handle the message or post |
INCOMING SOCIAL MEDIA MESSAGE |
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SOCIAL MEDIA MESSAGE REPLY |
Remarks
A storm agent is a type of storm user and therefore has both a unique Agent ID and a unique User ID. An agent's agent ID and user ID will almost certainly be different. A user may or may not be an agent (they may, for example, be a switchboard operator).