Arbitrator Report Help

The Arbitrator Report contains information about all the the arbitration tasks such as status of the task, names of the participants for that particular arbitration task (agents, assessors, and arbitrators), and timeline details for the task (assignment, due and completion dates).  

To filter the list of arbitration tasks:

1. Click Search () icon.
2. Enter the Date Filter Option. Choose between Due Date, Completion Date, or Created Date.
3. Select Date Range or Custom Dates using the radio button.
   • For Date Range, choose an option using the drop-down menu.
   • For Custom Dates, enter the From and To dates.
4. Select the values for the following filters, as required. Select from the Available list and move the selected items to the Selected list using the arrow keys.
   • Agents – Select the agents.
   • Arbitrator – Select the arbitrator.
   • Assessor – Select the assessor.
   • Call Centers – Select the call centers.
   • Priority – Select the priority.
   • Services – Select the services.
   • Status – Select the status.
5. Click Apply. The report displays information for the selected fields.

You can select an arbitration task to view more details such as call transcript related to it.

To view details of a task:

1. Double-click on a task.
2. Click  to listen to the recorded call. 
3. Click  to download the audio file.
4. Click Transcript, Analysis, Information, Metadata,or Interaction Intents as required view more details.
5. Use the Actions Panel on the right to narrow the details of the call to a required criterion. Use the Keyword List drop-down or Keyword field.
6. Select Customer, Agent or Either option using the radio button.
7. Click Search.

To export the report:

1. Click the Export to arrow and select:
   • PDF – To export the report in PDF format.
   • CSV – To export the report in CSV format.