Total Withdrawn Anonymous Queue Wait Duration
This data export field displays the total duration (in seconds) a caller waited in anonymous queues before being removed for reasons other than 'routed' or 'lost'. For example, callers may have opted for callbacks.
The field applies to a special configuration in which callers are routed to users in a non-storm contact centre via anonymous queues. The use of anonymous queues is supported in the Outbound Call action cell in FLOW and requires bespoke configuration by Content Guru.
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Historical Data Source |
CONTACT Data Records |
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Category |
FLOW |
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Channels |
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Size (bytes) |
8 |
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Filter |
Total Withdrawn Anonymous Queue Wait Duration |
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Dimension |
None |
The field value is written to the inbound leg of all external incoming interactions.
Example
This data export report shows that a caller waited for 8.4 seconds in anonymous queues where the results were 'withdrawn'.
This data export report shows that a caller who was eventually withdrawn from a queue had waited in anonymous queues for 8.4 seconds.
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Total Withdrawn Anonymous Queue Wait Duration |
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2018-03-01 08:35:14 |
I |
8.4 |
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