Reporting on disposition codes

General Discussion
1

Hi,
How correctly to manage reporting on disposition code?
I have configured GAD (7.6.2) to show disposition code tab. Configured CCPusle to show statistics based on Calls_Inbound statistic:
Category=TotalNumber;
Formula=DCID;
MainMask=CallInbond,HandlingInbound;
Object Agent,… ; Subject=DNAction

Calls are filtered by different filters according code : PairExists(“DispositionCode”,”xxx”)
If during conversation agent marks two or more disposition codes (it is possible in GAD), in CCPulse I got numbers increased for all marked codes values. Result is that there are more marked calls as it was total number of calls.
Please tell me what I’m doing wrong.
Thanks.

2

Hi Boy,

I do not see anything wrong what you are getting. Because Agent marked this call with several disposition codes then you would expect that each stats representing particular marked disposition code will raise.
What else you would like to see?

e.

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3

Hi ecki,
Yes it works like it is configured, my question is how to configure to have only one code for one call.

boy

4

I have found solution! I changed MainMask= CallInboundCompleted in that case the last value of KVP is used.

Boy.

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