Required security profile permissions: Data Download View
The Agent Refusal data download report (350008) displays information about contacts that agents refused, including the agent ID and name, the station used, if any, the reason for refusal, and the date and time the refusal occurred.
Select Report Option
See Data Download for details about all options available in the Select Report Option section when you run a data download report.
Columns
- Contact_ID
-
The unique, system-generated ID of the contact interaction.
- Agent_No
-
- FullName
- The first and last name of the agent who refused the contact.
- Station_ID
- The unique, system-generated ID of the agent station.
- Reason
-
A brief description of the circumstances behind the agent's refusal of the contact. It could be that the notification timed out before the agent could accept the contact, an error occurred, or the agent chose to refuse the contact. The value is one of the following:
- Bad Number — The number the agent used to log in to Agent is invalid. To check the number the agent used to log in, navigate to Manage → Users. Open the agent's profile and click the Login History tab.
- Busy — The agent was using the physical phone outside the platform when the platform attempted to deliver a call to the agent. If this occurred on an inbound call, typically it means the agent forgot to change to an unavailable stateThe availability status of an agent. before making or receiving an out-of-network call. It might also mean you have no available ports. If this occurred on an outbound call, typically the number dialed was busy.
- Error — The delivery of the call to an agent was unsuccessful due to telephone network issues. Often this occurs due to a problem with the physical phone or the phone provider. It might require validation from the platform.
- NoAnswer — The platform was able to connect to the agent's phone and attempt to deliver the call. This typically occurs because the agent did not change the state to unavailable before stepping away. It might also indicate connectivity issues, including delay.
- LinkFailed — The attempt to link the agent line and the caller line failed. This reason requires troubleshooting to determine the cause.
- Dropped — The call successfully reached the agent but the agent disconnected before the call linked to the contact. This typically occurs when the agent legAn active piece of a call that connects between routers, gateways, or telephony devices. disconnects from the platform when a call is routing. This reason is typically caused by 1) Latency that delays the linking of the call after call delivery and the agent believing it is dead air and hanging up, or 2) The Phone # Timeout in the business unit settings or Station Timeout in the station profile settings has the same value as ACWAfter Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. time for a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
- AgentLinkTimeout — 60 seconds passed after the call request. This typically indicates a failure to connect to the agent's phone system or provider.
- NA — The reason does not fit into any of the other categories. The call routes to another agent as with other cause codes. This reason occurs very rarely.
- (Zero) 0 Cause Code — The reason does not fit into any of the other reason categories. This reason occurs very rarely.
- Refuse_Time
- The date and time when the agent refused the contact. It follows the format MM/DD/YYYY HH:MM, military time.
