Total Wrap Time
This data export field displays the total duration for which the agents who serviced a call were in the Wrap-up status.
See also, Call Duration Charts.
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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) |
8 |
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Filter |
None |
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Dimension |
None |
Examples
This data export report shows an incoming call where the caller was answered by agent Craig Milliband (second row) and then transferred the call to agent Baz Parsons. The total Wrap-up duration for the two agents was 31.362 seconds.
Call Date/Time |
Originating address |
Destination address |
Wrap Time |
Total Wrap Time |
Agent |
|
2018-08-23 11:40:17 |
I |
07700900432 |
01614960654 |
|
31.362 |
Baz Parsons |
2018-08-23 11:40:38 |
O |
07700900432 |
iPath_129_cmilliband |
1.532 |
|
Craig Milliband |
2018-08-23 11:41:47 |
O |
01344304344 (2006) |
00156527D65C |
29.83 |
|
Baz Parsons |
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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