Last Connected Agent Group

This data export field displays the name of the last agent group to which a call was routed from a queue (not from a direct agent-to-agent transfer). See also, Last Connected Agent.

Historical Data Source	CONTACT Data Records
Category	CONTACT
Channels
Size (bytes)	1026
Filter	Last Connected Agent Group
Dimension	Last Connected Agent Group

Key to symbols

Example

This data export report shows an incoming call that was originally received by an agent in the 'Cust Service' agent group and which the answering agent transferred to the 'General Hols' agent group via a queue (third row). The agent in this group then transferred the call to the 'Summer Hols' agent group via a queue (last row).

Note: the first outbound leg (second row) reports the last connected agent group 'General Holidays' at that point in the call. The subsequent transfer is unknown at this point.

Call Date/Time	Destination address	Queue	Agent Group	Last Connected Agent Group	Last Connected Agent
2020-06-19 16:36:22	01614960654	Summer Hols	Summer Hols	Summer Hols	Aaliyah Rana
2020-06-19 16:36:28	WebiPath_129_122281	Cust Service	Cust Service	General Hols	Stephen Dodd
2020-06-19 16:48:42	00156527D65C	General Hols	General Hols	Summer Hols	Aaliyah Rana
2020-06-19 16:58:17	00156531972e	Summer Hols	Summer Hols	Summer Hols	Aaliyah Rana

Detail

	External	storm	storm user
		Deskphone LOG IN and LOG OUT

 

EXTERNAL INCOMING CALL (2 legs)

The agent group where an agent answered the queued call. If the agent warm transferred the call to a queue, then the agent group of the agent in consultation.

 

		OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg)
		or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg)
		Initial called party leg (2nd leg)

 

		TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs)

Filter

Include or exclude one or more agent groups in your organisation.