Queue Callback?
This data export field indicates whether the call was the result of a callback request.
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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) |
1 |
|
Filter |
Queue Callback? |
|
Dimension |
None |
Possible Values
One of the following values is written to a record (communication leg):
|
Value |
Description |
|
1 |
The call was the result of a callback request. |
|
0 |
The call was NOT the result of a callback request. |
Example
This data export report shows an incoming call where a caller requested a callback after waiting in a queue for 3 minutes, 28 seconds. Rows 2 and 3 are, respectively, the agent and customer legs of the callback.
|
Queue Callback? |
||||||
|
2018-06-14 14:02:42 |
I |
07700900432 |
01614960654 |
General Hols |
3:28 |
0 |
|
2018-06-14 14:10:13 |
O |
2007 |
001565192de5 |
General Hols |
0 |
1 |
|
2018-06-14 14:10:28 |
O |
01344304344 |
07700900432 |
General Hols |
0 |
1 |
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
Original Call
|
|
External |
storm |
storm user |
|
|
Deskphone LOG IN and LOG OUT |
Always 0 |
|
|
Always 0 |
EXTERNAL INCOMING CALL (1 leg) |
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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) |
|
Callback
|
|
External |
storm |
storm user |
|
OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
Always 0 |
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|
|
|
Transfer leg (3rd and subsequent legs) |
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Note: values of 0 are written to all communication legs of non-voice interactions.
Filter
Select one of the following filters:
|
Filter |
Equates to |
|
True |
Field value of 1 |
|
False |
Field value of 0 |