Displays the reason tags that an agent associates with any interaction. This dossier is interactive. When you run this dossier, you can click sections to display data of interest. In addition, you can choose to filter data based on selectors.
Figure : 1. Selectors
How it works
Tracks the reasons associated with an agent's interaction for a selected duration.
Supervisors can view and analyze the disposition codes that the agents assign to the interactions for a selected duration. Disposition codes might range from an interaction type to a reason for the interaction and the result of the interaction.
For dossiers based on interval data, supervisors can view the disposition codes that the agents assign to interaction for the selected interval. Intervals are aggregated by 15 minutes and can be selected for a scheduled duration. Data displayed is listed at the agent level and is written to the database every 15 minutes. For the dossiers based on daily and monthly roll-up data, the data is written to the database the next day and the next month, respectively.
For the current day overview, click the Interval tab. For the past day and month information, click the Daily and Monthly tabs, respectively. To create a dossier based on customized data, click Chapter in editable mode. In the grid view, you can select measures to display in the grid from the Select Measures panel in the dossier.
How will it help the supervisor of a contact center?
Enables a supervisor to analyze and quantify the disposition code data of the outcome of interactions for a selected duration.
Business usage
Monitor and compare the performance of each agent by channel for the selected duration to view how the agents use their time. This dossier provides answers to some key questions, such as:
How can a supervisor select a fixed interval in this dossier?
On the Select a Date Interval field, click to select the duration from the From and To fields.
How can a supervisor find out an agent's details?
To check the details of the agent, in the grid view, see the Agent Login ID and Agent Name columns.
How can a supervisor find out how many times the agent received requests for an interaction?
The supervisor must check the Occurrences column in the grid view to see the number of times an agent received requests for an interaction with the reasons for the requests.
To view the detail in percentage, see the pie diagram in the middle column of the dossier.
Where can the supervisor see the reasons for an agent interaction?
See the Disposition Code Name column in the grid view for the list of reasons.
What are the filters available in the dossier?
The filters available in the standard dossier are:
Columns
Formula
Agent Name (Login ID) (number of selected agent)
Select the relevant agents.
If you have over 15 agents, the dossier displays the search option to filter the required agent.
Disposition Code
(number of selected Disposition code)
You can select the relevant reasons for the calls that an agent receives.
Interval
You can select the duration in the From and To fields.
To customize the dossier, you can drag and drop any of the standard measures for filtering.
What are the standard columns available in the dossier?
The standard columns are:
Columns
Description
Agent Login Id
The login ID associated with the agent.
The asterisk (*) denotes the deleted users.
Agent Display Name
The name of the agent as configured in Application Center Administration.
Agent Name (Login ID)
The agent name and login ID.
Disposition Code
The reason of a call.
Occurrences
The number of times an agent selected the Not Ready Reason Code option.
Interval, date, month, date of week, quarter, year, 30-min, month, month of year, hour timestamp
Timestamp values with 15-minute intervals for Interval view and various other timestamps, such as by hour, date, week, quarter for other time periods.
What are the custom columns available in this dossier?
The columns available for customization are:
Columns
Description
Disposition Code Description
The call reason description.
Disposition Code Id
The ID associated with a call reason from the source system.
