Dispositions Agent Statistics¶
Displays data for the dispositions agent statistics metrics.
Depending on the KPI Function, the following parameters may be used:
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.
Abandon¶
Returns the number of abandoned calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -5
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Agent Error¶
Returns the number of calls with Agent Error state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -12
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Answering Machine¶
Returns the number of calls answered by a machine for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -7
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Busy¶
Returns the number of calls with Busy state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -3
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Caller Disconnected¶
Returns the number of calls with disconnected callers for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -17
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Declined¶
Returns the number of declined calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -36
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Dial Error¶
Returns the number of calls with dial error for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -2
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Do Not Call¶
Returns the number of calls with Do Not Call state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -8
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Duplicated Callback Request¶
Returns the number of duplicated callback requests for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -42
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Fax¶
Returns the number of faxes for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -6
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Force Stop¶
Returns the number of calls with Force Stop state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -34
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Forced Logout¶
Returns the number of calls with Forced Logout state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -39
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Forward Participant¶
Returns the number of calls forwarded to another participant for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -31
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Forwarded¶
Returns the number of forwarded calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -32
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Hangup¶
Returns the number of hangup calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -26
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Hardware Timeout¶
Returns the number of calls with Hardware Timeout state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -25
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Internal Call¶
Returns the number of internal calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -33
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
No Answer¶
Returns the number of calls with No Answer state from agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -4
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
No Disposition¶
Returns the number of calls with No Disposition state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: 0
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
No Response From Caller¶
Returns the number of calls with No Response From Caller state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -19
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Operator Intercept¶
Returns the number of calls intercepted by an operator for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -21
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Parked¶
Returns the number of parked calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -16
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Queue Callback Assigned¶
Returns the number of calls assigned to the callback queue for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -40
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Queue Callback Timeout¶
Returns the number of calls with Timeout state in the the callback queue for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -41
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Recycle¶
Returns the number of recycled calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -9
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Ringback¶
Returns the number of ringback calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -38
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Sent To Voicemail¶
Returns the number of calls sent to voice mails for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -20
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Spam¶
Returns the number of spam calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -43
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Station Session¶
Returns the number of sessions station calls for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -22
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
System Error¶
Returns the number of calls with System Error state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -1
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
System Shutdown¶
Returns the number of calls with System Shutdown state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -15
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Third Party Transfer¶
Returns the number of calls transferred from third parties to agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -24
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Timeout¶
Returns the number of calls with Timeout state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -37
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Dispositions¶
Returns the number of calls transferred to third parties for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -23
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Unknown Connection¶
Returns the number of calls with Unknown Connection state for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -18
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Voicemail Dump¶
Returns the number of calls with voicemail dumps left for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -29
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Voicemail Processed¶
Returns the number of processed voicemails for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -27
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Voicemail Returned¶
Returns the number of calls with returned voicemails for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: dispositions
DispositionId: -30
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator