Dispositions dashboards

With these dashboards, get disposition information to gain insights into common end-user issues and concerns. Get disposition information by queue, by agent, and for your entire contact center.

Use the dashboards

To use the dashboards, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Dispositions. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears.

  2. Click Calls or Chats.

  3. Click the Date field to select a date range, and then do one of the following:

    • Select a preset data range. To do this follow these steps:

      1. Click More to view all of the preset date ranges.

      2. Click the date range that you want.

    • Select a custom range. To do this, follow these steps:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can type your date range or click Click the calendar icon to see the calendar. Open calendar to select start and end dates.

  4. Filter your results using the following fields:

    • Start Time and End Time: get results from only within this time range

    • Agent Name: by agent name

    • Agent Email: by assigned agent email address

    • Agent ID: by the identifier of the agent

    • Queue Name: by queue name

    • Teams: by one or multiple teams

    • Location: by one or multiple locations

    • Direction Picker: by interaction direction—for example, inbound or outbound

    • Disposition Codes: by disposition code

    • Disposition List: by the list of available dispositions

  5. Click Click the update icon to update. Update.

Tiles

These dashboards contain the following metrics tiles:

  • Total Handled Interactions: the total number of inbound and outbound interactions that agents handled

  • Total Dispositions: the total number of dispositions created by agents

  • Avg Talk Time: the average amount of time that agents spent in calls with end-users (call dashboard only)

  • Avg Chat Time: the average amount of time that agents spent in chats with end-users (chat dashboard only)

  • Avg Hold Time: the average amount of time that end-users spent on hold in calls (call dashboard only)

  • Avg Wrap-up Time: the average amount of time that agents were in the Wrap-up status

  • Avg Handle Time: the average amount of time it took for agents to handle sessions. This starts when a session is assigned to an agent and ends when they complete wrap-up. For calls, this includes hold time.

  • Top 5 Dispositions by Queue: the five queues with the highest number of sessions with dispositions

  • Disposition Distribution: the number of dispositions by disposition code

Tables

These dashboards contain the following metrics tables. Hold the pointer over a table heading to see its description.

  • Dispositions by Queue: detailed disposition data by queue

  • Dispositions by Agent: detailed disposition data by agent

For more information, see Use dashboards.