Local Agent
This data export field displays the forename and surname of the agent associated with an interaction on an outbound leg between the agent and storm.
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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 |
Local Agent |
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Dimension |
Local Agent |
Example
This data export report shows an incoming call that was transferred four times. Craig answered the original call; Baz took the first transfer, Stephen the second, and Jan the third. The fourth transfer was to an external destination and therefore not associated with an agent.
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Local Agent |
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2018-08-02 16:30:19 |
I |
01614960654 |
General Hols |
Stephen Dodd |
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2018-08-02 16:30:24 |
O |
iPath_129_cmilliband |
Summer Hols |
Craig Milliband |
Craig Milliband |
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2018-08-02 16:31:20 |
O |
00156527D65C |
Cust Service |
Baz Parsons |
Baz Parsons |
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2018-08-02 16:32:33 |
O |
001565192de5 |
General Hols |
Stephen Dodd |
Stephen Dodd |
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2018-08-02 16:33:40 |
O |
00156531972e |
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Stephen Dodd |
Jan Molenaar |
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2018-08-02 16:34:45 |
O |
020794607654 |
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Stephen Dodd |
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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 called agent |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
The calling agent |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
The calling agent |
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Initial called party leg (2nd leg) |
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The called agent |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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The called agent |
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Filter
Include or exclude one or more agents in your organisation.