Input prompts

Last Updated : Oct 10, 2023 |

The following tables list the input prompts that you use to run a dossier:

Agent Performance By Channel

Name

Description

Time Zone

The time zone for displaying results on the dossier.

This prompt is mandatory.

Agent Group-Agent

The hierarchical prompt displaying all agent groups and agent login IDs associated with the agent groups.

You can select multiple values, all values, or leave this field blank.

To filter results on the dossier, you can move the required agent login IDs and agent group from the Available list to the Selected list.

By default, the Search for field is enabled for this prompt.

This prompt is optional. An asterisk (*) indicates a deleted user.

Channel

The channel for displaying results on the dossier. The options are:

  • Chat

  • Email

  • Messaging

  • Voice

To filter results on the dossier, you can move the required channel from the Available list to the Selected list.

This prompt is optional.

Agent Performance

Name

Description

Time Zone

The time zone for displaying results on the dossier.

This prompt is mandatory.

Agent Group-Agent

The hierarchical prompt displaying all agent groups and agent login IDs associated with the agent groups.

You can select multiple values, all values, or leave this field blank.

To filter results on the dossier, you can move the required agent login IDs and agent group from the Available list to the Selected list.

By default, the Search for field is enabled for this prompt.

This prompt is optional. An asterisk (*) indicates a deleted user.

Agent by Queue Performance

Name

Description

Time Zone

The time zone for displaying results on the dossier.

You can select the time zone value for which the user wants to run the dossier. You can select only one value at a time.

This prompt is mandatory.

Agent Group-Agent

The hierarchical prompt displaying all agent groups and agent login IDs associated with the agent groups.

You can select multiple values, all values, or leave this field blank.

To filter results on the dossier, you can move the required agent login IDs and agent group from the Available list to the Selected list.

By default, the Search for field is enabled for this prompt.

This prompt is optional. An asterisk (*) indicates a deleted user.

Agent By Disposition Code

Name

Description

Time Zone

The time zone for displaying results on the dossier.

You can select the time zone value for which the user wants to run the dossier. You can select only one value at a time.

This prompt is mandatory.

Agent Group-Agent

The hierarchical prompt displaying all agent groups and agent login IDs associated with the agent groups.

You can select multiple values, all values, or leave this field blank.

To filter results on the dossier, you can move the required agent login IDs and agent group from the Available list to the Selected list.

By default, the Search for field is enabled for this prompt.

This prompt is optional. An asterisk (*) indicates a deleted user.

Disposition Codes

The reason that an agent associates for any interaction.

This prompt is optional.

Agent Not Ready By Reason Code

Name

Description

Time Zone

The time zone for displaying results on the dossier.

You can select the time zone value for which the user wants to run the dossier. Can select only one value at a time.

This prompt is mandatory.

Time Filter

The attributes to define the duration for displaying results on the dossier.

You can select the time zone value for which the user wants to run the dossier. You can select only one value at a time.

This prompt is mandatory.

Agent Group-Agent

The hierarchical prompt displaying all agent groups and agent login IDs associated with the agent groups.

You can select multiple values, all values, or leave this field blank.

To filter results on the dossier, you can move the required agent login IDs and agent group from the Available list to the Selected list.

By default, the Search for field is enabled for this prompt.

This prompt is optional. An asterisk (*) indicates a deleted user.

Not Ready Reason Code

The reason to indicate why an agent changed the state to not ready.

This prompt is optional.

Queue Performance

Name

Description

Time Zone

The time zone for displaying results on the dossier.

You can select the time zone value for which the user wants to run the dossier. You can select only one value at a time.

This prompt is mandatory.

Agent Login/Logout Report

Name

Description

Time Zone

The time zone for displaying results on the dossier.

You can select the time zone value for which the user wants to run the dossier. You can select only one value at a time.

This prompt is mandatory.

Agent Group-Agent

The hierarchical prompt displaying all agent groups and agent login IDs associated with the agent groups.

You can select multiple values, all values, or leave this field blank.

To filter results on the dossier, you can move the required agent login IDs and agent group from the Available list to the Selected list.

By default, the Search for field is enabled for this prompt.

This prompt is optional. An asterisk (*) indicates a deleted user.

Contact Detail Summary

Name

Description

Time Zone

The time zone for displaying results on the dossier or report.

This prompt is mandatory.

Interval

The attribute to define the start date and end date of the reporting interval.

This prompt is mandatory.

Engagement ID

The source system ID to uniquely identify the interaction. You can select multiple values or leave the field blank.

This prompt is optional.

Dialog ID

The source system ID to uniquely identify the dialog. You can select multiple values or leave the field blank.

This prompt is optional.

Agent Configuration

Name

Description

Agent Group-Agent

The hierarchical prompt displaying all agent groups and login IDs of the agents associated with the agent groups.

To filter results on the dossier or report, you can move the required agent login IDs and agent group from the Available list to the Selected list.

By default, the Search for field is enabled for this prompt.

This prompt is optional. An asterisk (*) indicates a deleted user.

Supervisor Monitoring Summary By Channel

Name

Description

Time Zone

The time zone for displaying results on the dossier.

You can select the time zone value for which the supervisor wants to run the dossier. You can select only one value at a time.

This prompt is mandatory.

Time Filter

The attributes to define the duration for displaying results on the dossier.

This prompt is mandatory.

Channel

The channel for displaying results on the dossier. The options are:

  • Chat

  • Email

  • Messaging

  • Voice

To filter results on the dossier, you can move the required channel from the Available list to the Selected list.

This prompt is optional.

Supervisor Login ID

The login ID associated with the supervisor.

Emergency Calls

Name

Description

Time Zone

The time zone for displaying results on the dossier.

You can select the time zone value for which the user wants to run the report. You can select only one value at a time.

This prompt is mandatory.

Start Date

The start date of the reporting interval.

This prompt is mandatory.

End Date

The end date of the reporting interval.

This prompt is mandatory.

Agent Group-Agent

The hierarchical prompt displaying all agent groups and login IDs of the agents associated with the agent groups.

To filter results on the dossier, you can move the required agent login IDs and agent group from the Available list to the Selected list. An asterisk (*) indicates a deleted user.

By default, the Search for field is enabled for this prompt.

This prompt is optional.