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Queue Dispositions Report

Generating the Queue Dispositions Report

The Queue Dispositions Report is a detailed report on sessions and duration for each code in a disposition set.

Steps to generate the Queue Dispositions Report:

  1. On the Reports tab, click New Report.
  2. In the list of reports, choose the Queue Dispositions Report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.
  5. Select Data Filters.
  6. Select Report Generation and choose from the following options:
    • Schedule
      • Run On Demand
      • Schedule
    • Select Format
      • PDF
      • CSV
    • Send To (single email address or a mailing list)
  7. Click Create.

  8. The Queue Disposition Report is generated. Queue Dispositions Report Created

  9. Click the Run icon next to the instance of the report. Run Queue Dispositions Report

While generating reports you have two options, Run On Demand and Schedule.

Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.

Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.

  1. First, the report object is configured (as PDF) and then the report output is generated as PDF. Click the PDF/Page icon to download the report. Queue Dispositions Report PDF

    Note

    The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The Queue Dispositions Report is generated and is available for download. Queue Dispositions Report Output

About Report Fields

FIELD DESCRIPTION EXAMPLE TOTAL
Disposition Code Each disposition code in a disposition set (Key). Resolved Not Applicable (NA)
Sessions The number of conversations that were assigned this code. NNN (123) SUM
% Total The number of conversations assigned this code / Total number of conversations. NN (83) NA
Call Length – Total The total length of all conversations that were assigned this code. “00:45:52” SUM
Call Length – Average Total Length / Number of sessions. “00:45:52” AVG
Call Length – % Total Total length for this code / Total length for this set. NN (23) NA