Dispositions Agent Statistics

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

Columns

  • Abandon – The number of abandoned calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -5

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -12

  • Agent Id – The ID of the Agent.

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -7

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -3

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -17

  • Declined – The number of declined calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -36

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -2

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -8

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -42

  • Fax – The number of faxes.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -6

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -34

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -39

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -31

  • Forwarded – The number of forwarded calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -32

  • Hangup – The number of hang up calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -26

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -25

  • Internal Call – The number of internal calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -33

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -4

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: 0

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -19

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -21

  • Parked – The number of parked calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -16

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -40

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -41

  • Recycle – The number of recycled calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -9

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -35

  • Ringback – The number of ringback calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -38

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -20

  • Spam – The number of spam calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -43

  • Station Session – The number of sessions station calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -22

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -1

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -15

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -24

  • Timeout – The number of calls with Timeout state.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -37

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -23

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -18

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -29

  • 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.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -27

  • Voicemail Returned – The number of returned voicemails.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: dispositions

    DispositionId: -30

Calculation Parameters

The Grid function has these optional parameters:

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

  • Agents – Allows you to select from a list of Agent names

  • Operator – Specifies the logical operator used in combination with the Skill parameter, accepting values of either OR or AND. This parameter cannot be used alone; it is intended to refine filtering criteria based on skill requirements within an application. When the Operator parameter is omitted, the Skill parameter defaults to using the OR operator, meaning any of the specified skills can satisfy the condition.

  • Skills – Allows you to select from a list of skills.