Introduction

The report "5. Grouped Disposition Codes by Code," available in the 'Reports' > 'Disposition' section of wolkvox Manager, is used to check how many times each disposition code created in the operation has been used. This report is useful for analyzing the frequency of use of activity codes, identifying the most recurrent management results, and detecting operational behaviors associated with call coding.

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

Report Information

This report groups information by disposition code and shows how many times each was used within the queried date range. The columns that make up the report are as follows:

• COUNT: Indicates the number of times a disposition code was used in the operation during the queried period. This field shows integer numerical values, for example, 504, 157, 75, or 1. It does not handle default text values in normal report records. In the final row of the report, this column shows the overall total of recorded uses for all codes listed in the report.
• COD_ACT: Corresponds to the disposition or coding used by the agent to record the call result. This field can show:
  • The code configured in the operation to identify a disposition.
  • TIMEOUTACW: Indicates that the agent exceeded the time limit for coding the call. This value only applies when the operation has the time limit service active for agents to classify or code calls. In the overall total row, this field may appear empty, as that row functions as a consolidated total and does not represent a specific code.
• DESCRIPTION_COD_ACT: Shows the description associated with the disposition code used. This description corresponds to the readable or descriptive form of the code configured in the operation. This field can show:
  • The description configured for the disposition code.
  • TIMEOUTACW: When the agent did not code the call within the allowed time and the operation has this control active. Additionally, in the final row of the report, this field may show the value TOTAL, indicating that this row corresponds to the overall consolidated total of the report and not an individual disposition.