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Agent Disposition Summary Report Help

Report View Toolbar

When viewing a report in the Workspace, several options are available from the Report View Toolbar. To learn more about these options, on the graphic below pause the mouse pointer over a button to display its function, and click to display more information.

 

Exporting a Report

You can Export a report to a Formatted or Unformatted file type. To export a report, on the main toolbar, click the Export button . On the drop-down menu, point to Formatted or Unformatted. Available Formatted file types are: Excel, HTML, PDF, or Text. The available Unformatted file type is CSV.

 

Agent Disposition Summary Report

The Agent Disposition Summary report displays detailed information about agent-assigned call dispositions, with an analysis of call counts and call lengths by disposition.

The information in this report is displayed by Agent and includes:

  • Campaign name

  • Dialer site

  • Category

  • Category code

  • Number of calls

  • Percentage of total calls

  • Percentage of calls in category

  • Total call length

  • Average call length

  • Percentage of total call length

  • Percentage of call length in category

 

Parameters

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

  • Date Time

  • Campaign

  • Site ID

  • Agent

  • 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

Campaign

CallHistory.Campaignname

Agent

Calculated: IceLib GetDisplayName function based on corresponding icuserid, firstname,

lastname from the Individual table.

Category*

Localized Wrap-up Category

Wrap-up Code*

Localized Wrapt-up Code

#Calls

If CallHistory.CallidKey is null then Count(Distinct CallHistory.i3_identity) else Count(Distinct CallHistory.CallidKey) per Category, per Wrap-up Code

Calls % Total

#Calls / Overall #Calls per Agent

Calls %Category

#Calls / Overall #Calls 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_ADispositionSum2

  • sprpt_ADispositionSum_count2

 

Tables

  • CallHistory