Disposition Summary
The Summary gives an overview of dispositions. It uses a table to display agent disposition based information by summarised totals and averages based on the reporting date range.
Report Fields
The report contains the following fields.
| Field | Description |
|---|---|
| Agent | The Queue column reports the agent name from which the data was captured. |
| Disposition | The Disposition column reports the disposition name submitted during the reporting period. |
| Queue | The Queue column reports the queue from which the disposition was submitted during the reporting period. |
| Campaign Time | The Campaign Time column reports the total time spent handling contacts submitted with this disposition during the reporting period. |
| AHT | The Average Handling Time (AHT) column reports the average handling time of contacts submitted with this disposition during the reporting period. |
| Disposition Count | The Disposition Count column reports the number of times the disposition was submitted during the reporting period. |
Report Filters
The report contains the following inbuilt filters.
| Field | Description |
|---|---|
| Team Selection | The Teams filter can be used to select one or more teams to report on. With the filter applied values in the report will be updated to reflect what was selected. |
| Agent Selection | The Agents filter can be used to select one or more agents to report on. With the filter applied values in the report will be updated to reflect what was selected. |
| Queue Selection | The Queues filter can be used to select one or more queues to report on. With the filter applied values in the report will be updated to reflect what was selected. |