The Disposition codes summary dashboard presents data about disposition codes usage across the VCC account.
...
- Interaction ID—the unique identifier for the interaction.
- Start time—the exact time and date on which the interaction started to the closest second in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
- Initial direction—the direction of the interaction when it started. Initial direction can be either Inbound (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent to another agent).
- Connect from—The address of the party that initiated the interaction; the source of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based on the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect from is the customer's address. For an outbound interaction, it is the agent's callback number. For an internal interaction, it is the agent's name.
- Connect to—The address of the party being contacted by the interaction; the target of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based on the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect to is the address that the customer used when contacting VCC. For an outbound interaction, it is the address of the customer being contacted. For an internal interaction, this is the name of the agent being contacted.
- Agent—the name of the agent as defined in the VCC admin portal during agent creation.
- Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
- Disposition code—the outcome of the interaction set by the agent. For information about disposition codes, see Disposition codes.
...