Disposition Summary
The Disposition Summary Report shows the number of interactions that used a specific disposition code during a given period. For each disposition code, there is a summary of the talk time, conversation time, and handle time statistics.
| This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page. |
Build the Disposition Summary report:
- Go to Reporting > Historical Reporting.
- In the sidebar, click Analysis
- From the Select Data drop-down menu, select the Disposition Summary data set.
- Click Ok and the table will load displaying the report data.
Sample Report
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This table describes each column in the Disposition Summary report:
| Name | Type | Description |
|---|---|---|
| Tenant Name | Attribute | The name of the tenant that the agent was logged in to. |
| Disposition Code | Attribute | The disposition code that the agent assigned to the interaction. If the agent didn't select a disposition code, a dash (-) is listed. |
| Interactions | Measure | The total number of interactions that started during the given date range. |
| Conversation Time | Measure |
The total length of time that an agent spent in conversation with a customer. This statistic is equal to Total Agent Talk Time in cases where a customer isn't placed on hold. Total Agent Conversation Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). |
| Avg Conversation Time |
Measure |
The average length of time that an agent spent in conversation with a customer. This statistic is equal to Average Agent Talk Time in cases where a customer isn't placed on hold. |
| Agent Talk Time | Measure | The length of time that the agent spent talking to a customer. This statistic doesn't include hold time. Agent Talk Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss) |
| Avg Agent Talk Time | Measure | The average amount of time agents spent talking with customers for the given date range. |
| Handle Time | Measure | The amount of time that elapsed from when an agent accepts a work offer to when they end their wrap-up phase for a given date range. Handle Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss). |
| Avg Handle Time | Measure | The average amount of time that elapsed from when an agent accepts a work offer to when they end their wrap-up phase for a given date range. |
