Show Hide

 

Feedback

  • Contents
 

Campaign Disposition Summary Report

The Campaign Disposition Summary Report is an analysis of call dispositions, by Agent-assigned dispositions and Dialer-assigned dispositions, with wrap-up category and wrap-up code breakdown.

The detailed statistics for disposition by Category and Wrap-up Code are:

Category

  • Category

  • Number of calls

  • Calls percentage of total

  • Call Length Total

  • Call Length Average

  • Call length percentage of total

Wrap-up Code

  • Category

  • Wrap-up code

  • Number of calls

  • Calls percentage of total

  • Calls percentage of category

  • Call Length total

  • Call length average

  • Call length percentage of total

  • Call length percentage of category

Parameters

The following parameters can be specified for the Campaign Disposition Summary report:

  • Date Time

  • Campaign

  • Side ID

  • Wrap-up Category

Sample report

Click on the image below to view a sample of this report.

 

Report Element Descriptions

Report Element

Database Column or Computation

All Disposition by Category

Agent-Assigned Dispositions by Category (agentid IS NOT NULL)

Dialer-Assigned Dispositions by Category (agentid IS NULL)

 

Category*

Category

#Calls

If CallHistory.CallidKey is null then Count(Distinct CallHistory.i3_identity) else Count(Distinct CallHistory.CallidKey) per Category

Calls %Total

#Calls / Overall Count(#Calls)

Call Length Total

sum(length) per Category

Call Length Average

Call Length Total / #Calls

Call Length %Total

Call Length Total / Overall Sum(length)

 

 

All Disposition by Wrap-up Code

Agent-Assigned Dispositions by Wrap-up Code (agentid IS NOT NULL)

Dialer-Assigned Dispositions by Wrap-up Code (agentid IS NULL)

 

Category*

Category

Wrap-up Code*

Wrap up Code

#Calls

Count(CallHistory.Callid) per Wrap-up Code

Calls %Total

#Calls / Overall Count(CallHistory.Callid)

Calls %Category

#Calls / Sum(CallHistory.Callid) per Category

Call Length Total

sum(length) per Wrap-up Code

Call Length Average

Call Length Total / #Calls

Call Length %Total

Call Length Total / Overall Sum(length)

Call Length %Category

Call Length Total / Sum(length) per Category

* Admin Access rights are required for the  Wrapup category and Wrapup code to be displayed in the report. If you do not have the appropriate rights, the ID (GUID) of the category or code is displayed in the report column.

 

Stored Procedure

  • sprpt_CDispositionSum2

  • sprpt_CDispositionSum_count2

 

Tables

  • CallHistory