Contents

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