Queue Details
This data export field displays the IDs of the queues to which a call was routed.
|
Historical Data Source |
CONTACT Data Records |
|
Category |
CONTACT |
|
Channels |
|
|
Size (bytes) |
258 |
|
Filter |
None |
|
Dimension |
None |
Example
This data export report shows an incoming call that entered three queues. The first was 'Summer Hols' queue (7914) followed by two transfers to the 'Cust Service' queue (7916), and then the 'General Hols' queue (7915).
The first row (inbound leg) reports the call's entire queue journey. Each subsequent outbound leg to an agent reports the queue to which the call was transferred up to that point in the call. Note that the last two transfers were not to queues.
|
Queue Details |
|||||
|
2018-08-02 12:41:18 |
I |
077009004323 |
01614960654 |
General Hols |
7914-7916-7915 |
|
2018-08-02 12:41:23 |
O |
077009004323 |
WebiPath_129_122281 |
Summer Hols |
7914-7916 |
|
2018-08-02 12:42:34 |
O |
077009004323 |
00156527D65C |
Cust Service |
7914-7916-7915 |
|
2018-08-02 12:43:41 |
O |
077009004323 |
001565192de5 |
General Hols |
7914-7916-7915 |
|
2018-08-02 12:44:52 |
O |
077009004323 |
00156531972e |
|
7914-7916-7915 |
|
2018-07-30 12:46:11 |
O |
01184968764 |
020794607654 |
|
7914-7916-7915 |
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 |
|
|
|
All queues involved in the call |
EXTERNAL INCOMING CALL (2 legs) |
The first queue and the first queue to which the call was transferred |
|
|
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) |
||
|
Of the first and all queues involved in transfers so far |
