Agent Call Disposition Report Definitions

Agent Call Disposition Report Definitions

Info
Module: Reports
Path: Reports > Agent Reports > Agent Call Disposition Report 
Topic: Agent Call Disposition Report 
Version(s):  5.1 and up
Editions: Call Center

What Is Agent Call Disposition Report

  1. Agent Reports
    1. Agent Call Disposition - This report sorts by agent, the result of each call answered.

Making The Connection

Where Will I See This Within OLX?

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 X'd out of or an error occurs attempting to update the call after it is submitted.

What Imports/Exports Relate to Agent Call Disposition Report?

  1. At this time there are no imports/exports related to the report

Setup


Preview



You'll notice control buttons displayed just above the results. Review Report Tools (orderlogix.com) article for more information on how to utilize each control button. :
  1. View Report  - Displays results
    1. Displays the toolbar 
  2. Hide Controls - Hides report filters
    1. Show Controls - Displays report filters
  3. Show Schedules  - Displays schedule editor
    1. Format filter will display at top of screen
    2. Delivery and Encryption tabs will display on bottom left of screen
  4. Show Instances - Displays list of previously ran and pending reports. Click on the status to review the job log.
  5. Close  - Close out of the report popup.

Report Definitions

Using Calendar Icon to Set Date(s) is a good article to review when running reports manually or scheduling for automation.

Filters

Filter
Definition
Date Type
  1. User Selected
    1. Allows the user to select any calendar day for start and end range.
  2. Last Week (S)
    1. The previous week starting with Sunday will automatically be set in the Date Range
  3. Last Week (M) 
    1. The previous week starting with Monday will automatically be set in the Date Range
  4. This Quarter
    1. Date Range will set to the current quarter based off the current date and which quarter it falls in:
      1. First quarter, Q1: 1 January – 31 March (90 days or 91 days in leap years)
      2. Second quarter, Q2: 1 April – 30 June (91 days)
      3. Third quarter, Q3: 1 July – 30 September (92 days)
      4. Fourth quarter, Q4: 1 October – 31 December (92 days)
  5. Last Year
    1. Jan 01 of previous year to Dec 31 of previous year
  6. Last Month
    1. Day one of previous month to the last day of the previous month
  7. This Week (S) - Sunday
    1. Current week from Sunday to the following Saturday
  8. This Week (M) - Monday
    1. Current week from Monday to the following Sunday
  9. This Month
    1. First day of current month to last day of current month
  10. This Week to Date (S) - Sunday
    1. Sunday of current week to current date
  11. This Week to Date (M) - Monday
    1. Monday of current week to current date
  12. This Month to Date
    1. First day of current month to current day
  13. Tomorrow
    1. Current day plus one
  14. Now to End of Week (S) - Sunday
    1. Current day the next Sunday
  15. Now to End of Week (M) - Monday
    1. Current day to the next Monday
  16. Now to End of Month
    1. Current date to last day of the current month
  17. Now to End of Year
    1. Current date to Dec 31 (current year)
  18. Last Quarter
    1. Date Range will set to the previous quarter based off the current date and which quarter it falls in:
      1. First quarter, Q1: 1 January – 31 March (90 days or 91 days in leap years)
      2. Second quarter, Q2: 1 April – 30 June (91 days)
      3. Third quarter, Q3: 1 July – 30 September (92 days)
      4. Fourth quarter, Q4: 1 October – 31 December (92 days)
  19. This Quarter To Date
    1. Date Range will set to the current quarter based off the current date up to the current dates data:
      1. First quarter, Q1: 1 January – 31 March (90 days or 91 days in leap years)
      2. Second quarter, Q2: 1 April – 30 June (91 days)
      3. Third quarter, Q3: 1 July – 30 September (92 days)
      4. Fourth quarter, Q4: 1 October – 31 December (92 days)
  20. Year to Date
    1. Jan 01 (current year) to current date
Fiscal Week
(only shows during manual run when utilizing User Selected Date Type above)
This will set the below Date Range to the Monday - Sunday date range selected from this drop down.
The date the call came in
Time Range
The time the call came in
Report Layout
3-layer filter to display report data (see Grouping below)

example if set to Order Date/Order ID/ DNIS:
Expand
  1. None
    1. will not expand any of the selected groupings and only show the first layer of the Groupings set in Report Layout
  2. One
    1. will expand only the first Grouping to display the first and second layer of the Groupings set in Report Layout
  3. Two
    1. will expand all Groupings to display all layers of the Groupings set in Report Layout
Format
(only shows when setting up a schedule)
  1. This is the format that the report will export in:
    1. PDF
    2. Excel
    3. CSV
The client of the source of the call
Show Inactive (Client)
Show in the report:
  1. Checked - show active and inactive Clients
  2. Unchecked - only show active Clients
The campaign of the source of the call
Show Inactive (Campaign)
Show in the report:
  1. Checked - show active and inactive Campaigns
  2. Unchecked - only show active Campaigns
The media buyer of the source of the call
The team of the employee that took the call
The employee that took the call
Show Inactive (Employee)
Show in the report:
  1. Checked - show active and inactive Employees
  2. Unchecked - only show active Employees
The disposition of the call
Don't Show Batch Orders
  1. Checked - do not show calls that are part of a data entry batch
  2. Unchecked - show calls that are part of a data entry batch
Do Not Include Short Calls
  1. Checked - do not show Short Calls
  2. Unchecked - show Short Calls



Grouping/Report Layout

Grouping
Definition
The campaign of the source of the call
The client of the source of the call
Date
The date the call came in
The disposition of the call
The DNIS the call came in on
The employee that took the call
Fiscal Week
The fiscal week the call came in
Call Hour
The hour the call came in
The script of the source of the call
The team of the employee that took the call



 Column Definitions

Column
Definition
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
Grand Totals
Sum of column(s)



Copyright 2019
Revised 1.16.2026

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