Last Connected Agent
This data export field displays the forename and surname of the last agent to whom a call was routed from a queue (not from a direct agent-to-agent transfer). See also, Last Connected 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) |
1026 |
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Filter |
Last Connected Agent |
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Dimension |
Last Connected Agent |
Example
This data export report shows an incoming call to a queue, which was originally answered by agent Edward (second row) who then transferred the call to agent Stephen via a queue (third row). Stephen then transferred the call to agent Aaliyah via a queue (last row).
Note: the first outbound leg (second row) reports the last connected agent Stephen Dodd at that point in the call. The subsequent transfer is unknown at this point.
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Last Connected Agent Group |
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2020-06-19 16:36:22 |
01614960654 |
Summer Hols |
Aaliyah Rana |
Summer Hols |
Aaliyah Rana |
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2020-06-19 16:36:28 |
WebiPath_129_122281 |
Cust Service |
Edward Redwood |
General Hols |
Stephen Dodd |
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2020-06-19 16:48:42 |
00156527D65C |
General Hols |
Stephen Dodd |
Summer Hols |
Aaliyah Rana |
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2020-06-19 16:58:17 |
00156531972e |
Summer Hols |
Aaliyah Rana |
Summer Hols |
Aaliyah Rana |
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 agent who answered the queued call. If the agent warm transferred the call to a queue, then the agent in consultation. |
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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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Filter
Include or exclude one or more agents in your organisation.