Input prompts

Last Updated : Oct 10, 2023 |
Prolog information
Metadata
Keywords:
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.