Last Connected User
This data export field displays the user name of the last connected user in a call following any overflows or transfers (directly or via a queue).
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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 User |
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Dimension |
None |
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).
Even though values are written to inbound and outbound legs, it is the value on the inbound leg that is relevant (arana in this case).
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Last Connected Agent Group |
Last Connected User |
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2020-06-19 16:36:22 |
01614960654 |
Summer Hols |
Aaliyah Rana |
Summer Hols |
Aaliyah Rana |
arana |
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2020-06-19 16:36:28 |
WebiPath_129_122281 |
Cust Service |
Edward Redwood |
General Hols |
Stephen Dodd |
sdodd |
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2020-06-19 16:48:42 |
00156527D65C |
General Hols |
Stephen Dodd |
Summer Hols |
Aaliyah Rana |
arana |
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2020-06-19 16:58:17 |
00156531972e |
Summer Hols |
Aaliyah Rana |
Summer Hols |
Aaliyah Rana |
sdodd |
Detail
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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 users in your organisation.