Original Queue
This data export field displays the name of the first queue to which a contact was routed.
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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) |
1026 |
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Filter |
Original Queue |
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Dimension |
Original Queue |
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 |
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2018-08-16 14:51:19 |
I |
01614960654 |
General Hols |
Summer Hols |
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2018-08-16 14:52:24 |
O |
iPath_129_cmilliband |
General Hols |
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.
Voice Interactions
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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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Text Interactions
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External |
storm |
storm user |
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INCOMING SMS TEXT |
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OUTGOING SMS TEXT Agent-initiated or reply |
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Populated if email is actioned |
INCOMING EMAIL |
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Initiate Reply Forward Followed Up |
OUTGOING EMAIL or ACTION on INCOMING EMAIL |
Ignore Delete Requeue Complete Follow Up Followed Up |
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WEB CHAT |
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INCOMING SOCIAL MEDIA MESSAGE |
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SOCIAL MEDIA MESSAGE REPLY |
Filter
Include or exclude one or more queue in your organisation.