Original Queue ID
This data export field displays the unique storm-generated numeric identifier for the first queue to which a contact was routed. It is useful for distinguishing between two queues that have the same name.
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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 Queue ID |
Example
This data export report shows an incoming call that was first routed to the 'General Hols' queue. As no agent was available to service the queue, the call overflowed to the 'Summer Hols' queue.
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Original Queue ID |
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2018-08-16 14:51:19 |
I |
01614960654 |
General Hols |
7915 |
|
2018-08-16 14:52:24 |
O |
iPath_129_cmilliband |
General Hols |
7915 |
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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Note: communication legs of non-voice channels are either unpopulated or populated with 0.