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

Data Status

You can include or exclude records with errors. This filter will have three options available: “Valid”, “Damaged”, and “All”. By default, only “Valid” records will be visible.

Valid Records - Regularly Processed Records.
Damaged Records - Those are corrupted caused by missing events in call records.

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