Processed Event Status
This data export field indicates how an incoming text-based interaction was handled, or whether an interaction was initiated by an agent (Outbound Initiated).
|
Historical Data Source |
CONTACT Data Records |
|
Category |
Messages |
|
Channels |
|
|
Size (bytes) |
4 |
|
Filter |
Processed Event Status |
|
Dimension |
None |
Possible Values
One of the following values is written to a record (communication leg):
|
Value |
Description |
|
Unprocessed |
The message was not handled by an agent. |
|
Replied |
The agent replied to the message using the 'Reply' or 'Reply to All' option in storm DTA. |
|
Forwarded |
The agent forwarded the message to another email destination. |
|
Ignored |
The agent selected to ignore the message in storm DTA. |
|
Deleted |
The agent selected to delete the message in storm DTA. |
|
Marked for follow up |
The agent selected to tag the message for later follow up in storm DTA. |
|
Followed up |
The agent followed up a message that had previously been marked for follow up. |
|
Outbound Initiated |
The agent initiated a new message to an outbound party. |
|
Re-queued |
The agent selected to requeue the message in storm DTA. |
|
Re-queued after timeout |
The message automatically requeued after the configured handling timeout period had elapsed. |
|
Completed |
The agent selected to mark the message as 'Done' in storm DTA |
|
Transferred to queue |
The agent transferred the message to a queue. |
|
The web chat session ended automatically when the agent transferred the chat to another agent. |
|
|
Chat Ended after timeout |
An open web chat session ended automatically after the guest had ended the chat but the agent had not closed their web chat window. |
|
Chat Ended by Guest |
The guest ended the web chat. This was followed by the agent closing their web chat window before the session timeout out. |
|
Chat Ended by Agent |
The agent ended the web chat whilst the session was in progress. |
Example
This data export report shows that agent Baz Parsons replied to an incoming SMS text message.
|
|
Processed Event Status |
||||
|
2018-08-23 15:21:45 |
I |
07700900432 |
66663 |
Baz Parsons |
Replied |
|
2018-08-23 15:27:57 |
O |
66663 |
07700900432 |
|
|
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
|
|
|
|
|
|
External |
storm |
storm user |
|
|
|
|
INCOMING SMS TEXT |
|
|
|
OUTGOING SMS TEXT Agent-initiated or reply |
|
|
|
|
|
||
|
|
Populated if email is actioned The most recent event status on an outbound leg when the record was written |
INCOMING EMAIL |
|||
|
|
Initiate Reply Forward Followed Up |
OUTGOING EMAIL or ACTION on INCOMING EMAIL |
Ignore Delete Requeue Complete Follow Up Followed Up |
|
|
|
|
|
|
|
|
|
|
WEB CHAT |
|
|
|
|
|
|
|
|
INCOMING SOCIAL MEDIA MESSAGE |
|
|
|
SOCIAL MEDIA MESSAGE REPLY |
Filter
Include or exclude one or more of the values listed in the 'Possible Values' section above.