Caller User Group
This data export field displays the user group of the storm user who initiated a call or an email action. If a user group is part of a hierarchy, their position in the hierarchy is provided as a hyphen-separated list.
Historical Data Source |
CONTACT Data Records |
Category |
UC |
Channels |
|
Size (bytes) |
514 |
Filter |
Caller User Group |
Dimension |
Caller User Group |
Example
This data export report shows an outgoing call made by a storm user.
The caller (LChevez) belonged to the Accounts user group.
Caller User Group |
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2019-07-16 09:39:31 |
I |
001565192de5 |
01614960654 |
LChevez |
Accounts |
2019-07-16 09:39:32 |
O |
01184960762 |
01614960654 |
LChevez |
Accounts |
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 |
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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) |
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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 transferrer |
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External |
storm |
storm user |
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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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Note: communication legs of other non-voice channels are either unpopulated or populated with 0.
Filter
Filter by using any of the following options on your chosen value(s):
Equal to |
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Starts with |
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Contains |
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Ends with |
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.