Called User Group
This data export field displays the user group of the called storm user or the user who handled a text-based interaction. If a user group is part of a hierarchy, its position in the hierarchy is shown in a hyphen-separated list.
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Historical Data Source |
CONTACT Data Records |
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Category |
UC |
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Channels |
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Size (bytes) |
514 |
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Filter |
Called User Group |
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Dimension |
Called User Group |
Example
This data export report shows an incoming voice call that was answered by a user who belonged to the 'Escalations' user group (rows 1 and 2). The user then transferred the call to a user in the 'Sales' user group (row 3).
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Called User Group |
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2018-07-30 17:15:18 |
I |
07700900432 |
01614960654 |
0 |
Escalations |
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2018-07-30 17:15:25 |
O |
07700900432 |
iPath_129_cmilliband |
0 |
Escalations |
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2018-07-30 17:18:11 |
O |
07700900432 (2006) |
00156527D65C |
46457 |
Sales |
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
Voice Interactions
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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) |
Of calling user |
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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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Of transfer target |
Text Interactions
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External |
storm |
storm user |
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INCOMING SMS TEXT |
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OUTGOING SMS TEXT Agent-initiated or reply |
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Populated if email is actioned For a requeued email, the user group of the user who serviced the last requeued email |
INCOMING EMAIL |
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Initiate Reply Forward Followed Up |
OUTGOING EMAIL or ACTION on INCOMING EMAIL |
Ignore Delete Requeue Complete Follow Up Followed Up |
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The user group of the first user in a transferred web chat |
WEB CHAT |
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For a requeued message, the user group of the user who serviced the last requeued message |
INCOMING SOCIAL MEDIA MESSAGE |
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SOCIAL MEDIA MESSAGE REPLY |
Filter
Filter by using any of the following options on your chosen value(s):
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Equal to |
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Starts with |
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Contains |
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Ends with |
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Not Equal to |
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Does not start with |
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Does not contain |
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Does not end with |
Where available, you can use the Or operator to include multiple values in your filter.