Dispositions Agent Group Statistics

Displays the reporting summary data for every agent group disposition. If a Derived column for a statistic is not specified, then it is false by default.

Columns

  • Abandon – The number of abandoned calls.

  • Agent Error – The number of calls with Agent Error state.

  • Agent Group Id – The ID of the Agent Group.

  • Agent Group Name – The name of the Agent Group.

  • Answering Machine – The number of calls answered by a machine.

  • Busy – The number of calls with Busy line state.

  • Caller Disconnected – The number of calls with disconnected callers.

  • Declined – The number of declined calls.

  • Dial Error – The number of calls with Dial Error.

  • Do Not Call – The number of calls with Do Not Call state.

  • Duplicated Callback Request – The number of duplicated callback requests.

  • Fax – The number of faxes.

  • Force Stop – The number of calls with Force Stop state.

  • Forced Logout – The number of calls with Forced Logout state.

  • Forward Participant – The number of calls forwarded to another participant.

  • Forwarded – The number of forwarded calls.

  • Hangup – The number of hang up calls.

  • Hardware Timeout – The number of calls with Hardware Timeout state.

  • Internal Call – The number of internal calls.

  • No Answer – The call was placed but not accepted. This could indicate that there was no party at the receiving end.

  • No Disposition – The number of calls with No Disposition state.

  • No Response From Caller – The number of calls with No Response From Caller state.

  • Operator Intercept – The number of calls intercepted by an operator.

  • Parked – The number of parked calls.

  • Queue Callback Assigned – The number of calls assigned to the callback queue.

  • Queue Callback Timeout – The number of calls with Timeout state in the the callback queue.

  • Recycle – The number of recycled calls.

  • Resource Unavailable – The number of calls with Resource Unavailable state.

  • Ringback – The number of ringback calls.

  • Sent To Voicemail – The number of calls sent to voicemail.

  • Spam – The number of spam calls.

  • Station Session – The number of sessions station calls.

  • System Error – The number of calls with System Error state.

  • System Shutdown – The number of calls with System Shutdown state.

  • Third Party Transfer – The call legs created when a transfer to a third party is initiated by an agent or IVR script.

  • Timeout – The number of calls with Timeout state.

  • Transferred To Third Party – The call was transferred to a number or system that is outside of your Five9 domain.

  • Unknown Connection – The number of calls with Unknown Connection state.

  • Voicemail Dump – The number of calls with voicemail dumps left for Agent Groups.

  • Voicemail Processed – The Flag indicating if the voicemail was processed by an agent. 0 = Agent has not processed the voicemail. 1 = Agent has processed the voicemail.

  • Voicemail Returned – The number of returned voicemails.

Calculation Parameters

The Grid function has these optional parameters:

  • Agent Groups – Allows you to select from a list of Agent groups.