Agent
This data export field displays the forename and surname of an agent associated with an interaction that came in via a queue.
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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 |
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Dimension |
Agent |
Example
This data export report shows an incoming call that was first handled by Craig. Craig then transferred the call to Baz, who then transferred it to Stephen, who then transferred it to a user who was not an agent. Finally, this user transferred the call to an external destination.
Row1: The inbound leg always reports the last agent who handled the call (Stephen).
Rows 2 to 6: This is the name of the most recent agent who handled the call.
From the second transfer (fourth row), no new agents handled the call and so the most recent agent's name is written (Stephen).
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Agent |
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2018-08-02 16:30:19 |
I |
01614960654 |
General Hols |
Stephen Dodd |
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2018-08-02 16:30:24 |
O |
WebiPath_129_122281 |
Summer Hols |
Craig Milliband |
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2018-08-02 16:31:20 |
O |
00156527D65C |
Cust Service |
Baz Parsons |
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2018-08-02 16:32:33 |
O |
001565192de5 |
General Hols |
Stephen Dodd |
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2018-08-02 16:33:40 |
O |
00156531972e |
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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 |
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 |
Filter
Include or exclude one or more agents in your organisation.