Introduction

The report "3. Disposition Code Details," available in the 'Reports' > 'Disposition' section of wolkvox Manager, is used to review the details of the calls classified in the operation based on the configured activity codes. This report allows you to check, call by call, which code the agent used, what comment they registered, what type of interaction was managed, and other complementary data such as duration, destination, campaign, and who hung up first.

Note: It is necessary to select the activity code group from which to generate the report in the activity code field.

Report Information

Below are the details of all the fields that may appear in this report and what each one means:

• CONN_ID: Call identification number. This value uniquely identifies the interaction within the system.
• AGENT_ID: Agent's extension number within the wolkvox system.
• AGENT_NAME: Name of the agent who handled the call.
• AGENT_DNI: Agent's identification number.
• SKILL_ID: Identification number of the agent queue to which the agent who handled the call belongs.
• DATE: Date and time when the call was registered in the report.
• COD_ACT: Activity code used to classify the result of the call with the customer. This field can show:
  • A code configured in the operation: Corresponds to the result selected by the agent at the end of the call handling.
  • TIMEOUTACW: Indicates that the agent exceeded the allowed time limit to classify or code the call. This value only applies when the operation has the service active that limits the time available to classify after ending the call.
• DESCRIPTION_COD_ACT: Description associated with the activity code used to classify the call. This field can show:
  • The description configured for the activity code.
  • TIMEOUTACW: When the agent did not classify within the allowed time and the operation has this control active.
• COD_ACT_2: Activity code from the second group of activity codes used to classify the result of the call. Important considerations:
  • Its availability depends on the operation's configuration.
  • If the operation does not have a second classification code enabled, this field will appear empty.
• DESCRIPTION_COD_ACT_2: Description of the second activity code used to classify the call. Considerations:
  • It will show the description corresponding to the second activity code.
  • If the operation does not have this second classification enabled, the field will be empty.
• COMMENTS: Comments written by the agent when classifying the result of the call.
• TYPEINTERACTION: Type of interaction or type of call registered. Depending on the operation's configuration, this field can show values such as:
  • conference: conference call.
  • inbound: incoming call.
  • internal call: internal call.
  • internal call_inb: incoming internal call.
  • internal call_que: internal call from a queue.
  • out_pre: outgoing call made from a predictive campaign.
  • outbound_ma: manually made outgoing call.
  • transfer: transferred call.
  • conversational-inb: This value is also observed in the records, associated with an incoming conversational interaction.
• TELEPHONE: Phone number dialed or associated with the call.
• DESTINY: Destination of the call. This field allows identifying where the dialing or destination classification was directed. Depending on the operation, it can reflect values such as national destinations, mobile, international, or country or region names.
• TIME: Total duration of the call, expressed in seconds.
• HUNG_UP: Indicates who hung up first on the call. Possible values are:
  • agent: The agent ended the call first.
  • customer: The customer ended the call first.
• CUSTOMER_ID: Customer identification number associated with the call.
• CAMPAIGN_ID: Identification number of the campaign from which the call was made, when applicable. This field can show:
  • A number other than 0: The call was associated with a campaign.
  • 0: The call did not come from a campaign; for example, it was a manual call or a call received by the agent outside of a campaign.