Queue
This data export field displays the name of the 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 |
Queue |
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Dimension |
Queue |
Examples
This data export report shows an incoming call (first two rows) that was transferred four times (last four rows). Out of these, the first two were transferred to queues; the last two were transferred directly to other users.
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Queue |
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2018-08-02 16:30:19 |
I |
07700900432 |
01614960654 |
General Hols |
Stephen Dodd |
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2018-08-02 16:30:24 |
O |
07700900432 |
iPath_129_cmilliband |
Summer Hols |
Craig Milliband |
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2018-08-02 16:31:20 |
O |
07700900432 |
00156527D65C |
Cust Service |
Baz Parsons |
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2018-08-02 16:32:33 |
O |
07700900432 |
001565192de5 |
General Hols |
Stephen Dodd |
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2018-08-02 16:33:40 |
O |
07700900432 |
00156531972e |
|
Stephen Dodd |
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2018-08-02 16:34:45 |
O |
01184960764 |
020794607654 |
|
Stephen Dodd |
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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The last queue to which the call was transferred |
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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If the call is later transferred to queues, this is the last queue to which it was transferred. |
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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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For a reply, this is the email's original queue. |
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 queues in your organisation.