Input prompts

Last Updated : Sep 22, 2023 |

The following tables list the input prompts that you use to run an interval-based dossier or report:

Agent Configuration

This report is not based on a specific time.

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.

Agent Login/Logout

Name

Description

Timezone

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

This prompt is mandatory.

Time Filter

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

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 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.

Agent Performance

Name

Description

Timezone

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

This prompt is mandatory.

Time Filter

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

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 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.

Agent Performance By Channel

Name

Description

Timezone

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

This prompt is mandatory.

Time Filter

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

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 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.

Channel

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

  • Chat

  • Email

  • Messaging

  • Voice

This prompt is optional.

Contact Detail

Name

Description

Timezone

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

This prompt is mandatory.

Start Date

The attribute to define the start date for displaying results on the dossier or report.

This prompt is mandatory.

End Date

The attribute to define the end date for displaying results on the dossier or report.

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.

Queue Performance

Name

Description

Time Zone

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

You can select the time zone value for which the user wants to run the report. 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 or report.

This prompt is mandatory.

Queue Name

The element prompt available to view the information for all the queues or for a particular queue.

This prompt is optional.

Agent Not Ready By Reason Code

Name

Description

Time Zone

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

You can select the time zone value for which the user wants to run the report. 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 or report.

Enter the date time stamp 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.

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

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.

Not Ready Reason Code

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

This prompt is optional.

Agent by Queue Performance

Name

Description

Time Zone

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

You can select the time zone value for which the user wants to run the report. 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 or report.

Enter the date time stamp 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.

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

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.

Queue Name

The element prompt available to view the information for all the queues or for a particular queue.

This prompt is optional.

Agent By Disposition Code

Name

Description

Time Zone

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

You can select the time zone value for which the user wants to run the report. 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 or report.

Enter the date time stamp 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.

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

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.

Disposition Code

The reason that an agent associates for any interaction.

This prompt is optional.

Supervisor Monitoring Summary By Channel

Name

Description

Timezone

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

You can select the time zone value for which the supervisor wants to run the report. 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 or report.

This prompt is mandatory.

Channel

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

  • Chat

  • Email

  • Messaging

  • Voice

To filter results on the dossier or report, 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

Timezone

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

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 or report, 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.

Call Back Detail

Name

Description

Timezone

The time zone for displaying results on the report.

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.

Callback Engagement ID

The Engagement ID of the callback to the customer.

You can enter multiple Callback Engagement IDs separated by a comma.

This prompt is optional.

Callback ID

The unique identifier of the callback request.

You can enter multiple Callback IDs separated by a comma.

This prompt is optional.

Engagement ID

The source system ID to uniquely identify the interaction.

You can enter multiple Engagement IDs separated by a comma.

This prompt is optional.