The Voice Disposition Report shows a call summary by queue within the selected criteria. The results can be expanded to show the disposition statistics within each queue. Expand again to show the call details for the disposition group.
Select the following items to query, then click submit:
- Site: Select site.
- Queue: Select the queue.
- 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 (optional): Select an agent from the drop-down list to look at their dispositions. If an agent isn't selected, it will select all agents.
The initial output shows the following summary data:
| Report Heading | Description |
|---|---|
| Name | Queue name |
| Completed | Count of dispositioned items |
To view the items included in the summary, click the up arrow to he left of the record you wish to expand.
| Report Heading | Description |
|---|---|
| Topic | First tier of the disposition drop down selection. |
| Sub Topic | Second tier of the disposition drop down selection. |
| Value | Third tier of the disposition drop down selection. |
| Completed | Count of distinct disposition occurrences. |
To view additional disposition data, click the up arrow to the left of the record you wish to expand.
| Report Heading | Description |
|---|---|
| Topic | First tier of the disposition drop down selection. |
| Sub Topic | Second tier of the disposition drop down selection. |
| Value | Third tier of the disposition drop down selection. |
| UCID | The Universal Call ID generated by the Avaya Switch uniquely for this call record. |
| Created | Time stamp of when the disposition code was assigned to the call. |
| Agent | Agent Name who took the call and assigned the disposition code. |
| Notes | Disposition notes that the agent entered when assigning disposition code. |