Agent Dispositions (inbound and outbound)

Details the inbound or outbound dispositions selection per agent.

All available filters in the Agents Inbound Dispositions Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone
  • Inbound / Outbound Disposition

Metric Name

Description

Calculation

Metric Type

Perspective

Agent Name

Name of the agent.

no calculation

String

Disposition 1

Per agent disposition 1 is defined by users for inbound on one report and for outbound on the corresponding outbound dispositions report. Disposition 1 can be different on the inbound and on the outbound report, depending on what the user has defined.

COUNT [disposition_1]

Count

Disposition 2

Per agent disposition 2 is defined by users for inbound on one report and for outbound on the corresponding outbound dispositions report. Disposition 2 can be different on the inbound and on the outbound report, depending on what the user has defined.

COUNT [disposition_2]

Count

Queue, Agent

Disposition (...) n

Per agent disposition (...) n is defined by users for inbound on one report and for outbound on the corresponding outbound dispositions report. Disposition (...) n can be different on the inbound and on the outbound report, depending on what the user has defined.

COUNT [disposition_n]

Count

Queue, Agent