Outbound Summary Report
Report Summary | Provides a summary of outbound conversations. |
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Report Columns
Following are the report columns:
Fields | Description |
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Date | Shows the date |
Channel Name | The name of the channel for which the session was started. |
Agent Name | The name of the agent. |
Total Outbound | The total number of outbound sessions initiated by the agent. |
Total Connected | The total connected outbound sessions. |
Normal Clearing | Total sessions ended with Normal Clearing. |
Customer | Total sessions ended by the customer. |
Inactivity | Total sessions that were closed because the customer became inactive. |
Agent | Total sessions ended by the agent. |
User Busy | Total sessions in which the customer did not answer. |
Forced Closed | Total sessions when an agent closes the browser tab while the task is active. |
Network | Total sessions that were closed because a customer network issue. |
Decline | Total sessions in which the customer ended the session before responding. |
Unknown | Shows the count of tasks disposition that are unknown. |
Total Conversation Duration | Total time the agent spent on the conversation. Sum ( conversation_start_time - conversation_end_time ) |
Average Talk Time | Average talk time of an agent with the customer. |
Total Talk Time | Total talk time of the agent with the customer. |
Report Filters
The following report filters are available for filtering the reporting data:
Date - choose the date for which you want to filter out the data. You may also select date ranges to see the data falling under the said period.
Agent - select the agent(s) by name you want to see the data for.
Channel- select the name of the channel you want to see the data for.