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