Original Callback Wait Duration
This data export field displays the time that elapsed between a caller entering a queue and requesting a callback.
See also, Call Duration Charts.
Historical Data Source |
CONTACT Data Records |
Category |
CONTACT |
Channels |
|
Size (bytes) |
8 |
Filter |
Original Callback Wait Duration |
Dimension |
None |
Example
This data export report shows an incoming call where a queued caller requested a callback.
When the callback was initiated, the agent was called first and the caller's wait time of 207.78 seconds in the queue before requesting a callback is written to this leg (second row). Row 3 is the customer leg of the callback.
2018-06-14 14:02:42 |
I |
07700900432 |
01614960654 |
|
2018-06-14 14:10:13 |
O |
2007 |
001565192de5 |
Stephen Dodd |
2018-06-14 14:10:28 |
O |
01344304344 |
07700900432 |
Stephen Dodd |
0 |
3:28 |
0 |
0 |
0 |
1 |
0 |
207.78 |
196 |
403.78 |
1 |
0 |
0 |
0 |
0 |
Use the Queue Callback? field to identify the callback legs.
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
|
External |
storm |
storm user |
|
Deskphone LOG IN and LOG OUT |
Always 0 |
|
Always 0 |
EXTERNAL INCOMING CALL (1 leg) |
|
OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
Always 0 |
|
or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
Always 0 |
|
External |
storm |
storm user |
||
|
OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
The wait duration if the agent is called first, otherwise 0 |
|||
|
|||||
|
The wait duration if the caller who requested the callback is called first, otherwise 0 |
|
|
|
Transfer leg (3rd and subsequent legs) |
||
Always 0 |
Filter
Filter by using any of the following relational operators on your chosen value(s):
Equal to |
Greater than |
Less than |
Not equal to |
Greater than or equal to |
Less than or equal to |