Original Connected Agent Group
This data export field displays the name of the first agent group to which a call was routed and presented to an agent.
|
Historical Data Source |
CONTACT Data Records |
|
Category |
CONTACT |
|
Channels |
|
|
Size (bytes) |
1026 |
|
Filter |
Original Connected Agent Group |
|
Dimension |
Original Connected Agent Group |
Example
This data export report shows an incoming call that was first routed to an agent in the 'Summer Hols' agent group and then transferred several times to agents in other groups.
|
Original Connected Agent Group |
|||||
|
2018-08-02 16:30:19 |
I |
01614960654 |
General Hols |
Summer Hols |
Stephen Dodd |
|
2018-08-02 16:30:24 |
O |
iPath_129_cmilliband |
Summer Hols |
Summer Hols |
Craig Milliband |
|
2018-08-02 16:31:20 |
O |
00156527D65C |
Cust Service |
Summer Hols |
Baz Parsons |
|
2018-08-02 16:32:33 |
O |
001565192de5 |
General Hols |
Summer Hols |
Stephen Dodd |
|
2018-08-02 16:33:40 |
O |
00156531972e |
|
Summer Hols |
Stephen Dodd |
|
2018-08-02 16:34:45 |
O |
020794607654 |
|
Summer 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.
|
|
External |
storm |
storm user |
|
|
Deskphone LOG IN and LOG OUT |
|
|
|
|
EXTERNAL INCOMING CALL (2 legs) |
|
|
|
OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
|
|
|
or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
|
||
|
Initial called party leg (2nd leg) |
|||
|
|
|
|
TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
||
|
|
Filter
Include or exclude one or more agent groups in your organisation.