Number of Attempted Connections
This data export field displays the number of times the system tried to connect an interaction to its target.
|
Historical Data Source |
CONTACT Data Records |
|
Category |
UC |
|
Channels |
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|
Size (bytes) |
4 |
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Filter |
Number of Attempted Connections |
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Dimension |
None |
The value equates to a ringing phone irrespective of whether it is answered, so will be at least '1' in most cases. A higher value indicates the following:
- Call transfer attempts were made.
- The call was to a hunt group where a number of phones rang (in parallel or in a sequence).
Note: unexpectedly high values can sometimes result from multiple connection attempts to a phone due to a network issue.
Examples
This data export report shows an outgoing call, on which the agent attempted two transfers.
Rows 1 and 2: Outgoing call to 077009004323.
Row 3: Attempted transfer to Baz who rejected call (first attempted connection).
Row 4: Attempted transfer to Stephen who accepted call (second attempted connection).
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|
Number of Attempted Connections |
|
2018-08-03 14:51:56 |
I |
077009004323 |
Jan Molenaar |
2 |
|
2018-08-03 14:51:57 |
O |
|
|
0 |
|
2018-08-03 14:53:01 |
O |
00156527D65C |
Baz Parsons |
0 |
|
2018-08-03 14:53:43 |
O |
001565192de5 |
Stephen Dodd |
0 |
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
|
|
External |
storm |
storm user |
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Deskphone LOG IN and LOG OUT |
Always 0 |
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|
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EXTERNAL INCOMING CALL (2 legs) |
Always 0 |
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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) |
Always 0 |
||
|
Initial called party leg (2nd leg) |
|||
|
Always 0 |
|
|
TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
||
|
Always 0 |
Text Interactions
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|
|
|
|
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External |
storm |
storm user |
|
|
|
Always 1 |
INCOMING SMS TEXT |
|
|
Always 0 |
OUTGOING SMS TEXT Agent-initiated or reply |
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|
|
|
|
||
|
|
0 if email not actioned |
INCOMING EMAIL |
|||
|
Always 1 |
Initiate Reply Forward Followed Up |
OUTGOING EMAIL or ACTION on INCOMING EMAIL |
Ignore Delete Requeue Complete Follow Up Followed Up |
Always 1 |
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|
|
|
|
|
|
|
Always 1 (even if transferred) |
WEB CHAT |
|
|
|
|
|
|
|
Always 1 |
INCOMING SOCIAL MEDIA MESSAGE |
|
|
Always 0 |
SOCIAL MEDIA MESSAGE REPLY |
Filter
Filter by using any of the following relational operators on your chosen value(s):
|
Equal to |
Greater than |
Less than |
|
Not equal to |
Greater than or equal to |
Less than or equal to |