Agent Refusal Report

Required permissions: Data Download View

The Agent Refusal data download report 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.

An example of the Agent Refusal data download report output.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Field Details
Date Range

The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

Start/End Time

If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time.
Export Format

You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
Include Field Names Select this checkbox if you want the first row of the report to be field names.
Append date to file name (YYYYMMDD) Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day.

Data in this Report

Contact_ID

The unique, system-generated ID of the contact.
Agent_No

The unique, system-generated ID of the agent who handled the interaction. If more than one agent handled the contact, it is the ID of the last agent to handle the contact.

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 stateClosed The 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.
  • ContactAlreadyRouted: CXone tried to route the call to an agent after dynamic delivery already delivered it to a different agent.
  • 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.
  • Invalid Call Leg: One of the call legsClosed The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. dropped or hung up at the moment the call was being delivered to the agent. This means the call was successfully linked but during the window of time as the whisper or zip tone was being played, the agent canceled or hung up the phone. This issue has two possible causes: 1) Latency delays the linking of the call after call delivery. The agent mistakes this for dead air and hangs up, or 2) The Phone # Timeout in the business unit settings or Station Timeout in the station profile settings has the same value as ACWClosed State that allows an agent to complete work requirements after finishing an interaction time for a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
  • 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 was disconnected before the call linked to the contact. This typically occurs when the agent leg disconnects from the platform when a call is routing. This issue has two possible causes: 1) Latency delays the linking of the call after call delivery. The agent mistakes this for dead air and hangs up, or 2) The Phone # Timeout in the business unit settings or Station Timeout in the station profile settings has the same value as ACWClosed State that allows an agent to complete work requirements after finishing an interaction time for a skillClosed Used to automate delivery of interactions based on agent skills, abilities, 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, 24-hour time.