Description
The Export Calls query builder is used to create a custom CSV file based upon the Filter Criteria and Advanced Export Options selected. The resulting CSV file contains information pertaining to each phone call that matched the filter criteria provided.
Filters
Filter Criteria Explanation
Value: Select a filter from the drop-down menu to be used within the underlying query. The user can choose between filters that exist within the Call Fields or the Campaign Fields. You can click on the ‘Add Row’ button to add additional filters as well as remove any filters that you no longer would like to use.
Operand: The function used to determine the type of operation to be performed against the value selected. The operand can be any of the following options depending upon the value that was chosen: 'Equal, Greater Than, Less Than, Greater Than Equal, Less Than Equal, Not Equal, In, Not In'.
Condition: Select the item(s) or range you are looking to filter against.
Filter Criteria Values
|
Value |
Description |
Operand |
Condition |
| Created | The created date of the phone call. | Choose to filter by one of the following operands (=,>,<,>=,<=, !=). | Select the date to perform the selected operation against. |
| Direction | The call can either be inbound (received by the system) or outbound (sent from the system). | Choose to filter by ‘equal or not equal’ operand. | Choose between inbound or outbound calls. |
| Routing Result | The result of the routing as it goes through the queue. | Choose to filter by ‘in or not in’ operand. | Select one or many routing results to filter by. |
| Call Result | The disposition result of the phone call. | Choose to filter by ‘in or not in’ operand. | Select one or many call results to filter by. |
| Pulse Agent | The agent on the call. | Choose to filter by ‘in or not in’ operand. | Select one or many agents to filter by. |
| Queues | The queue the call was directed to. | Choose to filter by ‘in or not in’ operand. | Select one or many queues to filter by. |
| Queue Group | The group that the queue of the call belongs to. | Choose to filter by ‘equal or not equal’ operand. | Select a queue groups to filter by. |
| Team | The team that the agent on the call belongs to. | Choose to filter by ‘equal or not equal’ operand. | Select a team to filter by. |
| Campaign | The campaign to which the call was associated. | Choose to filter by ‘in or not in’ operand. | Select one or many campaigns to filter by. |
| Active Brands | The active brands to which the campaign of the call was associated. | Choose to filter by ‘in or not in’ operand. | Select one or many active brands to filter by. |
| Inactive Brands | The active brands to which the campaign of the call was associated. | Choose to filter by ‘in or not in’ operand. | Select one or many inactive brands to filter by. |
Advanced Export Options Explanation
Delimiter: A character or symbol such as a comma, semi-colon, or tab that is used to indicate the beginning or end of a data item.
Enclosure (1 Char): This is a 1 character field that allows you to choose how to enclose each data item. By default, this is set to be a quotation mark “.
Line Break: This option is used to create a line break after each data item. The line break is a different style between Linux and Windows so the option exists to allow for a line break regardless of OS.
Output Header: This option allows you to choose whether or not the file received contains a header row as the first column.
Data Dictionary
| Column Name | Data Type | Description | Example |
| Call Id | Number | The unique identifier of an individual call. | 12345 |
| Number Id | Number | The identifier of a particular number used to answer the call. | 3 |
| Lead Id | Number | The identifier of a particular lead for the call. | 67890 |
| Result Id | Number | The identifier of a particular call result. | 4 |
| Twilio To | String | The phone number that is receiving the call (from Twilio). | 180012345678 |
| Twilio From | String | The phone number that send the call (from Twilio). | 11234567890 |
| Outside Number | String | The phone call coming into the system. (An inbound call corresponds to the 'Twilio From' column and an outbound-api call corresponds to the 'Twilio To' column. | 11234567890 |
| Direction | String | Determines the direction in which the call occurred. Inbound calls are received from a caller dialing into the system. An outbound-api call occurs when an agent makes an outside call. | inbound |
| Caller Name | String | The name of the caller dialing into the system. | John Smith |
| Caller City | String | The City that the caller dialed in from. | ST PAUL |
| Caller States | String | The State abbreviation that the caller dialed in from. | MN |
| Caller Zip | Number | The zip code of the caller. | 55024 |
| Caller Country | String | The Country Abbreviation of the caller. | US |
| Order Id | Number | The identifier of a particular order. | 22333 |
| Order Value | Number | The total value of the order was placed. | 1000 |
| Duration | Number | The total duration of the phone call in seconds. | 100 |
| Created Date | Date | The date of the phone call. | 2017-01-01 |
| Created Time | Time | The time of the phone call. | 08:00:00 |
| Number | String | The phone number used in the system by the agent. | 180012345678 |
| Pulse Campaign | String | The name of the campaign associated with the call. | Marketing Campaign 1 |
| Call Result | String | The result of the phone call as selected by the Agent. | Booked |
| Routing Result | String | The result of the queue routing of the call. | Agent - Answered |
| Agents | String | The agents that were on the call. | Dan Johnson |
| Queues | String | The queues that were assigned the call. | New Reservations |
| Lost Reason | String | The reason for a lead being lost. | Booked Online |
| Hold Time | Number | The duration the caller was on hold in seconds. | 10 |
| Contact Created Date | Date | The date and time a contact was created of the caller. | 2017-01-01 08:05:00 |
| First Queue | String | The name of the first queue that the call was assigned to. | Guest Services |
| Last Queue | String | The name of the last queue that the call got assigned to. | New Reservations |
Frequently Asked Questions
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Related Links
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