Last Connected Agent Group ID
This data export field displays the unique storm-generated numeric identifier for the last agent group to which a call was routed from a queue (not from a direct agent-to-agent transfer). It is useful for distinguishing between two agent groups that have the same name. See also, Last Connected 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 |
Last Connected Agent Group ID |
Example
This data export report shows an incoming call that was originally received by an agent in the 'Cust Service' agent group and which was subsequently transferred to other agent groups via queues.
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Last Connected Agent Group |
Last Connected Agent Group ID |
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2020-06-19 16:36:22 |
01614960654 |
Summer Hols |
Summer Hols |
Summer Hols |
34636 |
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2020-06-19 16:36:28 |
WebiPath_129_122281 |
Cust Service |
Cust Service |
General Hols |
34637 |
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2020-06-19 16:48:42 |
00156527D65C |
General Hols |
General Hols |
Summer Hols |
34636 |
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2020-06-19 16:58:17 |
00156531972e |
Summer Hols |
Summer Hols |
Summer Hols |
34636 |
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
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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) |
The ID of the first agent group to which the call was routed via a queue. |
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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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