Report 1.05 - Agent Rejected Interactions

Details each offered interaction that was “Declined” by an agent instead of “Accepting” it. This doesn’t include “Missed” or “NO Answer” interactions where no action was taken by the agent.

Parameters:

  • Customer Database
  • Manual Start Date/Time
  • Manual End Date/Time
  • Period
  • Calculated Start Period
  • Agent Name
  • Media Type
  • Group By
  • Enable Pagination
  • Time Zone
  • Display Language
  • Calculated End Period
  • BP Name
  • Interaction Type


Fields:

  • Agent Name
  • BP Name
  • Media Type
  • Interaction Start Time
  • Interaction End Time
  • Rejected Time
  • Queued Time
  • Type of Interaction Rejected
  • Interaction Result
  • Origin
  • Customer Name