Contents
- Introduction
- Access to Reports and Records
- Interaction Records
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Agent Timeline
- Detail Reports
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Email Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- 1 Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) Report
- Carrier Usage
- Campaign Results
- Recordings Details
Dispositions in Time Report
The Dispositions in Time report provides a breakdown of calls associated with the selected service or campaign by the applied disposition. This report applies to services of all supported media types.
Metric Descriptions
The metrics of this report are organized into columns, which are described as follows in the order in which they appear in the report.
Disposition name
Disposition name provides the number of interactions whose processing ended with the given disposition. (The report will provide a column for each disposition applied during the reporting interval.)
Disposition name %
Disposition name % is the percentage of interactions whose processing ended with the given disposition relative to Total processed. (The report will provide a column for each disposition applied during the reporting interval.)
Total processed
Total processed is the total number of interactions processed in the given reporting interval. For outbound and blended services, this metric includes all campaign call attempts.