Call End Date UTC Offset
This data export field displays the date and time offset (in minutes) from Coordinated Universal Time (UTC) indicating the time zone and Daylight Saving Time (DST) when the communication leg ended.
For example, if the time is logged during British Summer Time, this value is reported as 60 (that is, 60 minutes ahead of UTC). Ahead means preceding in time. So, if UTC time is 3:00, then the time one hour ahead of this is 2:00. Minus offsets are also supported (for example, -60).
|
Historical Data Source |
CONTACT Data Records |
|
Category |
Basic |
|
Channels |
|
|
Size (bytes) |
1 |
|
Filter |
None |
|
Dimension |
None |
The field value is written to every communication leg generated in an interaction.
For a voice or web chat interaction, the value reported in this field will differ from the one reported in the Call Date UTC Offset field if the communication leg ended in a time zone that was different to the time zone in which the leg was generated (for example, in an interaction that persisted whilst either party travelled across a time zone boundary).
Example
The following data export report is for an organisation in the UK that handled a call at around 2am on the last Sunday of October when clocks moved back by one hour. It shows an incoming voice communication that was answered by an agent (rows 1 and 2) and then transferred (row 3).
In the interaction with the first agent (first two rows), the communication legs appear to have ended before they started. An inspection of the Call End Date UTC Offset and the Call Date UTC Offset fields shows that this is because clocks were one hour ahead of UTC when the interaction started but had moved back to UTC when the interaction with the first agent ended and the call was transferred.
|
I |
2017-10-29 1:58:18 |
60 |
2018-07-29 1:13:20 |
0 |
|
O |
2017-10-29 1:58:25 |
60 |
2018-07-29 1:05:21 |
0 |
|
O |
2017-10-29 1:01:11 |
0 |
2018-07-29 1:13:17 |
0 |