What does it mean if Interactions have no data in the Duration, DNIS, or System Disposition columns?

What does it mean if Interactions have no data in the Duration, DNIS, or System Disposition columns?

• A. An agent previews but skips the contact.
• B. The call was answered but had no events yet.
• C. The interaction is currently in progress.
• D. The data is missing due to system error.

Answer: (A)

The key idea is that these columns reflect activity once an interaction actually progresses and events occur. Duration starts when a contact is connected and runs until the interaction ends; DNIS shows the dialed or called number for the interaction (especially relevant for outbound), and System Disposition records the outcome after completion. If there’s no data in any of these fields, it means no events have occurred yet for that interaction. The typical reason is that the agent viewed the contact in preview mode but did not place or connect to it. In that case, the interaction isn’t actually connected, so there’s no duration to measure, no DNIS to display, and no disposition to assign. Once the contact is connected, you’d start to see duration and DNIS, and a disposition would appear after the interaction ends. Other options imply activity has started or completed (an answered call would have a duration and DNIS, and a disposition), so they don’t fit the situation of an unseen or skipped preview.

The key idea is that these columns reflect activity once an interaction actually progresses and events occur. Duration starts when a contact is connected and runs until the interaction ends; DNIS shows the dialed or called number for the interaction (especially relevant for outbound), and System Disposition records the outcome after completion.

If there’s no data in any of these fields, it means no events have occurred yet for that interaction. The typical reason is that the agent viewed the contact in preview mode but did not place or connect to it. In that case, the interaction isn’t actually connected, so there’s no duration to measure, no DNIS to display, and no disposition to assign. Once the contact is connected, you’d start to see duration and DNIS, and a disposition would appear after the interaction ends.

Other options imply activity has started or completed (an answered call would have a duration and DNIS, and a disposition), so they don’t fit the situation of an unseen or skipped preview.