All Completion Codes
This data export field displays all completion codes selected by agents in a customer interaction.
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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 |
Up to 2GB but much less in practice |
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Filter |
All Completion Codes |
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Dimension |
None |
Examples
The following data export report shows an incoming call answered by agent Craig who then transferred the call to Stephen, who then transferred it to Baz. The completion codes selected by the three agents are written to the customer (inbound leg) of the call.
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All Completion Codes |
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2018-08-23 14:34:54 |
I |
01614960654 |
22.175 |
Booking | General | Brochure |
Baz Parsons |
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2018-08-23 14:35:00 |
O |
iPath_129_cmilliband |
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Craig Milliband |
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2018-08-23 14:35:13 |
O |
001565192de5 |
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Stephen Dodd |
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2018-08-23 14:36:19 |
O |
00156527D65C |
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Baz Parsons |
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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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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Text Interactions
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External |
storm |
storm user |
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Populated if an agent replied to the message |
INCOMING SMS TEXT |
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OUTGOING SMS TEXT Agent-initiated or reply |
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Populated if an agent replied to the message, forwarded it, marked it for follow up, or marked it as 'Done' (Complete) |
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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WEB CHAT |
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Populated if an agent replied to the message |
INCOMING SOCIAL MEDIA MESSAGE |
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SOCIAL MEDIA MESSAGE REPLY |
Filter
Filter by using any of the following options on your chosen value(s):
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Equal to |
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Starts with |
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Contains |
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Ends with |
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Not Equal to |
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Does not start with |
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Does not contain |
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Does not end with |
Where available, you can use the Or operator to include multiple values in your filter.