Definition

Displays the reason that an agent associates with any interaction.

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 may range from an interaction type, to reason for the interaction, and the end result of the interaction.

For reports 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 reports based on daily roll-up and monthly roll-up data, the data is written to the database the next day and the next month, respectively.

Business usage

Allows a supervisor to analyze and quantify the disposition code data for a selected duration.

• How can a supervisor find out an agent's details?

  To check the details of the agent, see the Agent Login ID and Agent Display 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 to see the number of times an agent received requests for an interaction with the reasons for the requests.

• Where can the supervisor see the reasons for an agent interaction?

  See the Disposition Code Name column in the report for the list of reasons.

• What are the columns available in the standard report?

  For the list of available columns, see the following table:

  Columns	Description
  Agent Display Name	The name of the agent as configured in Application Center Administration.
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Disposition Code	The reason of a call.
  Interval Date Month	Timestamp values with 15-minute intervals for Interval view, Date for daily view, and Month for monthly view.
  Occurrences	The number of times an agent selected the Not Ready Reason Code option.

For more information about historical reports and measure descriptions, see Avaya Experience Platform™ Analytics Data Dictionary.