The Call List Disposition Report displays a summary of completed call list items by list within the selected criteria. The results can be expanded to show a summary by disposition. Expand again to show the call list items that are included within the summary.
Select the following items to query, then click submit:
- Site: Select site.
- Call List: Select the call list.
- In The Last: Select a time frame to automatically fill the Start and End date/time.
- Start: Use this to enter an exact start date/time.
- End: Use this to enter an exact end date/time.
- Agent: Select an agent username from the pulldown list.
- Customer: Enter the customer’s first or last name (full or partial).
The initial output shows the following summary data:
| Report Heading | Description |
|---|---|
| Name | Name of call list. |
| Completed | Number of calls completed from the call list. |
To view additional disposition data, click the up arrow to the left of the record you wish to expand.
| Report Heading | Description |
|---|---|
| Topic | Disposition topic description. (The first level of disposition codes selected) |
| SubTopic | Disposition subtopic description. (The second level of disposition codes selected) |
| Value | Disposition value (The third level of disposition codes selected) |
| Completed | Count of items completed for the disposition topic/subtopic/value combination within your selected criteria |
To see details of the call list items that are included in the Topic-level summary, click the up arrow to the left of the topic you wish to expand.
| Report Heading | Description |
|---|---|
| ID | Call List ID number |
| Topic | The topic selected for the item |
| Subtopic | The subtopic selected for the item |
| Value | The value selected for the item |
| Created | Date/time the item was created |
| Agent | Name and agent ID (from Avaya CM) |
| Customer Name | Customer Name |
| Notes | Notes added to the record by the agent |