Rules
Last updated 19 minutes ago
List of fields that you can use to define rules in listing and aggregation panels of data source Contact Center Activity.
The following tables list the fields of Contact Center Activity data source that you can use in rules, sorted by alphabetic order. Use CRTL + F in Windows or Command + F in MacOS to search inside the page.
Contact Information
| Name | Description |
|---|---|
| Inbound number | Number that the customer used to call the contact center. For example, 351221234567. |
| Operator | Operator tha handled the contact. |
| Virtual inbound number | Virtual phone number that the customer used to call the contact center. Typically, mobile phone numbers. |
| Voice contact subtype | For voice interactions, one of the following:
|
Date
| Name | Description |
|---|---|
| Date | Date of the visit. |
| Day (DD) | Day of the visit. |
| Hour (HH) | Hour of the visit. |
| Quarter | Number of the quarter. |
| Week | Number of the week of visit. |
| Weekday | Name of the weekday of the visit. One of the following:
|
| Year (YYYY) | Year of the visit. |
| Year and month (YYYYMM) | Year and month of the campaign. |
No Group
| Name | Description |
|---|---|
| Duration |
|
| Mode | Mode of the contact center activity. |
| Operator ID | Unique identifier of the operator that handled the interaction with the customer. |
| Operator tags | Tags associated to the operator that handle the interaction. |
| Skill | Name of the skill of the operator or IVR that handled the contact. |
| Status | Status. |
| Status by Service Type | Status associated to each service type. |
| Team | Team of the operator that handled the interaction. |
| field_pause_code_id | TBD |
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