Agent Call Disposition Report Definitions

Agent Call Disposition Report Definitions

This report is based on calls that are created when entering the new order screen (not call collector data). This report does not include calls where the order id is null, which will happen when the new order screen is Xed out of or an error occurs attempting to update the call after it is submitted.

Agent Call Disposition Report Column Definitions
DNIS DNIS the call was placed on
Source Source the call was placed on
Order ID Order ID attached to the call if there is one, 0 if there is not              
Customer Name Last, First if there is a customer, (none) if there is not
Notes Customer notes
ANI Ani the call came in on
Recording Recording ID of the call if available
Tot Talk Time Total talk time of the call(s)
Ave Talk Time Tot Talk Time / Contact #
Contact # Number of calls
Contact % Number of calls / Total Number of calls
                                                                
FILTERS
Date Range The date the call came in
Client The client of the source of the call
Campaign The campaign of the source of the call
Media Buyers The media buyer of the source of the call
Call Disposition The disposition of the call
Team The team of the employee that took the call
Employee The employee that took the call
Batch Entered Orders Whether or not the call was part of a data entry batch
 
GROUPING
Campaign The campaign of the source of the call
Client The client of the source of the call
Date The date the call came in
Disposition The disposition of the call
DNIS The DNIS the call came in on
Employee The employee that took the call
Fiscal Week The fiscal week the call came in
Call Hour The hour the call came in
Script The script of the source of the call
Team The team of the employee that took the call

    • Related Articles

    • Call Type Disposition Report Definitions

      This report is based on calls that are created when entering the new order screen (not call collector data). This report does not include calls where the order id is null, which will happen when the new order screen is Xed out of or an error occurs ...

    • Call Type Disposition Report_3.5

      Module: Sales Agent Desktop Topic: Call Type Disposition Report Version(s): Version 3.5 and up  Editions: Call Center Edition This report provides users with a printable report of disposition statistics. Select "Show Inactive" boxes to view inactive ...

    • Agent Call Reports Definitions

      This report is based on call collector data (not calls entered in OLX). This report filters out dropped calls and calls with a call type that is not IN, so dropped calls are not included in # In. Employees are matched based on the employee being ...

    • Sales Agent Call Log

      Module: Call Log Path: Sales > Sales > Call Log Topic: Sales Agent Call Log Version(s): 5.1 Editions: Call Center What Is Call Log This module displays the call log on the sales agent desktop in OrderLogix Call Center Edition. Making The Connection ...

    • Agent Ratio Report Definitions

      This report show OLX call (not call collector call data) and order information including gross commission amount for the items on the order. Agent Ratio Report Column Definitions CallsAns The number of calls answered for that grouping level HoursWk ...