In addition to the reports contained in the Outbound Reports bundles, other Agent reports also provide information about Outbound activities:
||Outbound Option Fields
Agent Queue Real Time
Agent Real Time
Agent Skill Group Real Time
Agent Team Real Time
The Direction field indicates he direction of the call that the agent is
currently working on including Other
Out/Outbound Direct Preview, Outbound
Preview, or Outbound Predictive/Progressive.
The Destination field indicates the type of outbound task on which the agent is
Agent Team State Counts
|The Active Out field
shows the number of agents currently working on outbound tasks.
Agent State Real Time Graph
For agents handling Outbound Option calls, the
Hold state indicates that the
agent has been reserved for a call because the
Outbound Dialer puts the agent
on hold while connecting the call.
To interpret agent
data for Outbound Option tasks, you need to understand how Outbound Option
reserves agents, reports calls that are connected to agents, and handles calls
dropped by customers before the calls are connected.
Outbound Option is
automatically enabled at setup. It provides automatic outbound dialing
The Outbound Option
Dialer, which places outbound calls to customers and connects these calls with
agents, assigns and connects calls differently than regular
routing. Report data for agents handling
Outbound Option calls therefore differs from data for agents handling typical
voice calls and multichannel tasks.
When the Outbound
Dialer initiates a call to a customer, it reserves the agent assigned to handle
the call by placing a reservation call to the agent and changing the agent's
state to Hold. This reservation call is reported as a Direct In call to the
For typical voice
calls, the agent is placed into Reserved state when
software reserves the agent to handle a call;
the agent's state is reported as Reserved. For Outbound Option calls, reports
show the agent in Hold state when reserved for a call and the time that agent
spends reserved is reported as Hold Time.
When the customer
answers the call, the Outbound Option Dialer transfers the call to an agent.
The call is now reported as a Transfer In call to the agent. When the customer
call is transferred to the agent, the reservation call is dropped by the dialer
and classified as Abandon on Hold.
The abandoned call
wait time, set in the Campaign Configuration screen, determines how calls are
reported if the caller hangs up. Calls are counted in the Customer Abandon
field in both Real Time and Historical campaign query templates only if the
customer hangs up before the abandoned call wait time is reached.
For agent reporting
per campaign, Outbound Option provides reports that accurately represent the
outbound agent activity for a contact center, including information grouped by
The following list
describes the data presented in the agent reports.
table that shows Outbound Option agent activity related to Outbound Option
table that shows agent daily performance for Outbound Option predictive calls,
by skill group.
table that shows agent daily performance for Outbound Option preview calls, by
table that shows agent daily performance for Outbound Option reservation calls,
by skill group.