Engage Voice | Historical dashboards: Agent Disposition
Last updated on October 01, 2021
Table of contents
The Engage platform provides several dashboards organized by categories that provide data on current information. Most of the reports used in dashboards can be found in the Standard folder of Historical reports. Read more about them in Historical reports reference.
Note: Dashboards and reports that reference digital data are reserved for future use.
Helpful hint!
Some parts of the UI will refer to reports as ‘insights.’ Reports are ‘insights’ as well. Still, most of the UI will only refer to reports as ‘reports’ and not ‘insights.’ Insight is a deprecated term.
Agent Disposition
The Agent Dispositions dashboard provides statistics of agent dispositions sliced by Product Group, Product, and Agent.
Here are the following filters you can use to sort data in the Agent Disposition dashboard:
- Date Range: A range of days that the dashboard will be covering. Preset to the last 30 days.
- Account ID: The ID of the account that needs to be viewed.
- Account: The sub-account to be reported on.
- Channel Type: Narrows the report down to a certain channel type or a subset of channel types.
- Agent Group: Narrows the report down to a subset of agent groups.
- Agent Team: Narrows the report down to a subset of agent teams.
- Agent Location: Narrows the report down to a subset of agent locations.
- Agent Full Name: Narrows the report down to a subset of agents.
Note that an activity is attributed to a time interval by its start timestamp. Account filter is a parent filter to the other filters (except for the Date). For example, if you select a particular account, the Agent Group filter will be showing only agent groups of that account.
Under the Agent Disposition dashboard, you can find two reports: Agent Disposition Chart and Agent Disposition Report.
Agent Disposition Chart
This bar chart shows the percentage of dispositions by product type, stacked to 100%. This means every product will show the percentage (x-axis) of dispositions of the product (y-axis).
Agent Disposition Report
This table shows the details of all agent dispositions.
- Product group: Shows inbound queue groups and dial groups.
- Product: Shows the product name (voice queue or campaign) within their product group.
- Agent Full Name: Full name of agent associated with the disposition.
- Agent Disposition: Shows the type of disposition the agent made, as determined by the admin at the product level. Rollup is the total number of Calls and % associated with the agent.
- Calls: Number of calls associated with the disposition.
- %: Percentage of calls associated with the disposition, in relation to the Rollup.
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