Initial direction would be the direction of the first session that initiated the conversation (like a customers call to an IVR, or an agents outbound call starting a conversation).
The other direction value could reference any other session that occurred later on (or initially) in the same conversation where perhaps an inbound message elevated to an outbound call.
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Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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Original Message:
Sent: 03-04-2024 11:50
From: Datta Rajdeep
Subject: Difference between Direction and Initial Direction
Hi Folks,
Can someone explain me the difference between Direction and Initial Direction in Agent Performance Filter Option?
What are included/ excluded from Direction and Initial Direction ?
Thanks in Advance.
#Reporting/Analytics
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Datta Rajdeep
AXA Group Operations SAS
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