Original Connected Queue
This data export field displays the name of the first queue from which a call was connected to an agent.
|
Historical Data Source |
CONTACT Data Records |
|
Category |
CONTACT |
|
Channels |
|
|
Size (bytes) |
1026 |
|
Filter |
Original Connected Queue |
|
Dimension |
Original Connected Queue |
Example
This data export report shows an incoming call (first two rows) that was transferred four times (last four rows). The first queue from which the call was connected to an agent was 'Summer Hols'.
|
|
Original Connected Queue |
||||
|
2018-08-02 16:30:19 |
I |
01614960654 |
cmilliband |
General Hols |
Summer Hols |
|
2018-08-02 16:30:24 |
O |
iPath_129_cmilliband |
cmilliband |
Summer Hols |
Summer Hols |
|
2018-08-02 16:31:20 |
O |
00156527D65C |
bas |
Cust Service |
Summer Hols |
|
2018-08-02 16:32:33 |
O |
001565192de5 |
sdodd |
General Hols |
Summer Hols |
|
2018-08-02 16:33:40 |
O |
00156531972e |
jmolenaar |
|
Summer Hols |
|
2018-08-02 16:34:45 |
O |
020794607654 |
|
|
Summer Hols |
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) |
|||
|
Populated if the call is subsequently transferred to a queue |
|
|
TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
||
|
Populated if the call had previously entered a queue |
Filter
Include or exclude one or more queue in your organisation.