Introduction

The "1. Classification Codes by Agent" report from the "Classification" report group allows you to identify, for each agent, how many interactions were recorded with each activity code (classification). This helps audit the correct use of classification, detect inconsistencies (e.g., codes used without standardization), and understand what results teams are reporting in their daily management.

Report Information

• COUNT: Shows the number of records (interactions) in which the classification code indicated in the row was used for that agent. The report also includes consolidated rows such as TOTAL (agent subtotal) and TOTAL TOTAL (overall report total), allowing you to quickly validate the sum of classified management.
• AGENT_NAME: Indicates the name of the agent corresponding to the classification shown. In the table, rows are grouped by agent, and below their records, a TOTAL row summarizes the total volume classified by that agent.
• AGENT_DNI: Corresponds to the agent's document/identification. This column may display the value "-" (not registered or unavailable) when the data is not filled out for that user in the operation.
• COD_ACT: Shows the activity code used to classify the interaction (e.g., numeric or alphanumeric codes created by your operation). There are no default values, as all codes are manually created and depend on each client's classification catalog.
• DESCRIPTION_COD_ACT: This is the description associated with the activity code shown in COD_ACT. Like the code, it is not predefined; it comes from the manual configuration of classifications (helps interpret the meaning of the code without relying solely on the abbreviation).