Report on Agent Disposition code

[Siva]

Hi all,

Iam a novice in genesys reporting.

Is it possible to generate a report on the disposition codes selected by the agent(from GAD)?

To elaborate, after an agent completes a OB campaign call he disposes the call by seleting a disposition code(ex.sales complete).Can we create a statistics on the number of times(Total Number) an agent has selected a particular disposition code.

Once this statistics is created, i think will be able to use it in CCP+ and hyperion.

thanks,
siva.

[tony]

It can be done, based on the NotReady statistic, with Filters applied for each type of disposition code (Reason for NotReady);

GAD, GAD>TServer, Reporting>StatServer (Filters), DMA Layouts (Filters) and CCPulse (Filters) would need to be updated and/or created for each disposition code.

You could perform a quick check to see if the disposition codes exist already by applying a single Filter to your StatServer Options (using your example);

CME>Applications>"ReportingStatServer">Options>Filters>Option Name: disposition ex sales complete & Option Value: Reason = "ex.sales complete"

Then create an Agent template/view in CCPulse, using NotReady and the Filter created above (disposition ex sales complete).

[b]If [/b] the statistic increments, then all you need to do is add all of the Filters to your Reporting StatServer and apply the Filters to the Notready statistic for Agents in CCPulse for real-time reporting.  For historical reporting, you would need to create a DMA Layout for Agents and create the Filters, then apply them to the NotReady statistic, for each disposition type.

If it [b]doesn't[/b] increment, then you have some more work to do on GAD, to ensure it passes your disposition codes via the TServer, before you can achieve any of the above...

Tony

[Siva]

Tony,

Thanks for the reply.

NotReady Reason is different from Agent Disposition code, isn't it? 

If we create the stat in the way you had mentioned, how do we generate a disposition code for Campaign and calling lists; i.e., how do we identify how many records in a caling list/campaign was disposed with a particular disposition code.

can you please clarify?

thanks again,
siva.

[cavagnaro]

Campaign and calling lists objetcs stats can't be applied with Filters. For example, for a Campaign, obtaining how many calls Dropped with KVP('VIP') or KVP('Gold') is not possible.

[Siva]

Thats true, but is there a way to generate disposition code based report for Campaigns,Calling Lists and Agents; if possible how do I create it?

[tony]

Gents,

I really should learn to read the question!

I was looking at this from an Inbound perspective.  To apply KVP's to the state of an Agent in Outbound, post-call would require a little bit more than a KVP.

I'm thinking Result Codes or TEvents from GAD but I'll take a good look at this once I get back to my desk...

Tony

[Siva]

Thats absolutely right Tony.

[cavagnaro]

Hum but as the call has been already released how can he attach any data to the call? Only events left are agent status and actions, no longer call events.
Maybe a user_event but how to know from which call it was? Does it matter? Now from GAD itself...you can add some drop down box to be filled from CME Business codes...you would have to test if you can catch them.

[tony]

Being that there is a marked difference between ACW and Agent Disposition, the only thing I can think of is updating the GAD to include a TEvent, post-call.

netscrapper - if it is volumes only, you could create a TEvent on GAD, based on the Disposition Code and apply an associated custom Stat for the StatServer.  Saying that, I think you would need CallCon (ICON) to extract that level of data - it might be possible with a Filter in DMA/CCPulse but I'm not sure.  If I am heading in the right direction, let me know and I'll take a closer look...

Tony

[Siva]

Thanks for your inputs Gents. I'll try those options and let you know....