Original Connected Agent Group ID
This data export field displays the unique storm-generated numeric identifier for the first storm agent group to which a call was routed and presented to an agent. It is useful for distinguishing between two agent groups that have the same name. See also, Original Connected Agent Group.
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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) |
4 |
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Filter |
None |
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Dimension |
Original Connected Agent Group ID |
Example
This data export report shows an incoming call that was first routed to an agent in the 'Summer Hols' agent group (34635) and then transferred several times to agents in other groups.
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Original Connected Agent Group ID |
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2018-08-02 16:30:19 |
I |
General Hols |
Summer Hols |
34635 |
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2018-08-02 16:30:24 |
O |
Summer Hols |
Summer Hols |
34635 |
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2018-08-02 16:31:20 |
O |
Cust Service |
Summer Hols |
34635 |
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2018-08-02 16:32:33 |
O |
General Hols |
Summer Hols |
34635 |
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2018-08-02 16:33:40 |
O |
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Summer Hols |
34635 |
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2018-08-02 16:34:45 |
O |
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Summer Hols |
34635 |
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) |
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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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