Last Connected Queue
This data export field displays the name of the last queue from which a call was connected to an 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 Queue |
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Dimension |
Last Connected Queue |
Example
This is a data export report for an incoming call that was first routed to the 'Summer Hols' queue and then answered by an agent. This agent then warm-transferred the caller to the 'Cust Service' queue where the call was answered by Baz Parsons. Baz then warm-transferred the caller to the 'General Hols' queue where the call was answered by Stephen Dodd.
Row 1: The inbound leg of the call reports the last connected queue 'General Hols'.
Row 2: The queue 'Cust Service' of the agent in consultation with the first transferrer.
Row 3: The queue 'General Hols' of the agent in consultation with the second transferrer 'Baz'.
Row 4: The final leg of the call reports the queue of the agent who was last in consultation.
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Last Connected Queue |
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2018-07-19 16:43:22 |
I |
01614960654 |
General Hols |
General Hols |
Stephen Dodd |
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2018-07-19 16:43:28 |
O |
WebiPath_129_122281 |
Summer Hols |
Cust Service |
Baz Parsons |
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2018-07-19 16:48:42 |
O |
00156527D65C |
Cust Service |
General Hols |
Stephen Dodd |
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2018-07-19 16:58:17 |
O |
00156531972e |
General Hols |
General Hols |
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.
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External |
storm |
storm user |
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Deskphone LOG IN and LOG OUT |
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Last connected queue |
EXTERNAL INCOMING CALL (2 legs) |
The queue to which the call was routed. Or, the queue to which the agent initiated a warm-transfer. |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
Last connected queue |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
Last connected queue |
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Initial called party leg (2nd leg) |
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The last connected queue. Or, the queue to which the agent initiated a warm-transfer. |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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The last connected queue. Or, the queue to which the agent initiated a warm-transfer. |
Filter
Include or exclude one or more queues in your organisation.