Number of Times Connected
This data export field displays the number of times the system succeeded in connecting an interaction to its target.
|
Historical Data Source |
CONTACT Data Records |
|
Category |
UC |
|
Channels |
|
|
Size (bytes) |
4 |
|
Filter |
Number of Times Connected |
|
Dimension |
None |
Reasons for no connection (0 value) may indicate one of the following:
- The queue wait time expired because no agent was available
- The caller ended the call
- The caller requested a callback
Example
This data export report shows an incoming call that was answered by an agent, and then transferred four times.
|
Number of Times Connected |
|||
|
2018-08-02 16:30:19 |
I |
01614960654 |
5 |
|
2018-08-02 16:30:24 |
O |
WebiPath_129_122281 |
0 |
|
2018-08-02 16:31:20 |
O |
00156527D65C |
0 |
|
2018-08-02 16:32:33 |
O |
001565192de5 |
0 |
|
2018-08-02 16:33:40 |
O |
00156531972e |
0 |
|
2018-07-30 16:34:45 |
O |
020794607654 |
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 |
|
|
Deskphone LOG IN and LOG OUT |
Always 0 |
|
|
|
EXTERNAL INCOMING CALL (2 legs) |
Always 0 |
|
|
OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
|
|
|
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
|
|
|
|
|
|
External |
storm |
storm user |
|
|
|
Always 1 |
INCOMING SMS TEXT |
|
|
Always 0 |
OUTGOING SMS TEXT Agent-initiated or reply |
|
|
|
|
|
||
|
|
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 |
|
|
|
|
|
|
|
|
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 |