Withdrawn Anonymous Queue Count

This data export field displays the number of anonymous queues from which a call was removed from queues for a reason other than 'routed' or 'lost'. For example, the caller may have opted for a callback.

A call may have entered multiple queues if, after entering the first queue, it returned to the Outbound Call action cell in the FLOW script from where it was sent to other anonymous queues. The return to a FLOW script can result from the call not being routed to an agent or by an agent who manually sends the caller back to the script via a DTMF keypress.

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.

Historical Data Source	CONTACT Data Records
Category	FLOW
Channels
Size (bytes)	4
Filter	None
Dimension	None

Key to symbols

The field value is written to the inbound leg of all external incoming interactions.

Example

This data export report shows a caller who had not been withdrawn from any anonymous queues.

Call Date/Time	Call Direction	Anonymous Queue Count	Withdrawn Anonymous Queue Count
2018-03-01 08:35:14	I	3	0