Transfer Queue
This data export field displays the name of the queue to which a call was transferred.
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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 |
Transfer Queue |
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Dimension |
None |
Example
This data export report shows an incoming call, which was answered by an agent and then transferred to two queues. The first was to 'Cust Service' queue, and then to the 'General Hols' queue.
The first row (inbound leg) reports the last transfer queue. 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.
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Transfer Queue |
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2018-08-02 16:30:19 |
I |
07700900432 |
01614960654 |
General Hols |
General Hols |
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2018-08-02 16:30:24 |
O |
07700900432 |
iPath_129_cmilliband |
Summer Hols |
Cust Service |
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2018-08-02 16:31:20 |
O |
07700900432 |
00156527D65C |
Cust Service |
General Hols |
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2018-08-02 16:32:33 |
O |
07700900432 |
001565192de5 |
General Hols |
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2018-08-02 16:33:40 |
O |
07700900432 |
00156531972e |
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2018-08-02 16:34:45 |
O |
01184960764 |
020794607654 |
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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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The last transfer queue |
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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Filter
Include or exclude one or more queues in your organisation.