Reason Code Report Metric Definitions

This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Reason Code report.

Reason Codes provide further information into why your agents are on Do Not Disturb, and to why they're logging out of their group(s) and extension. You can learn how to create a customized list of reasons by clicking here.

Note: This value requires the Agent Dashboards module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent(s), then the column will appear empty as a result upon running the report.

Agent Count

This value shows the number of times an agent used a given reason code.

For a list of filter definitions for Agent Count, see the Report Filter Criteria report.

Reason Count

This value shows the number of times a given reason code was used.

For a list of filter definitions for Reason Count, see the Report Filter Criteria report.

Reason Duration

This value shows the total, maximum, minimum, or average duration of a given reason code.

For a list of filter definitions for Reason Duration, see the Report Filter Criteria report.