Outbound Report

Outbound Report

Section 1: Filter Panel

This section defines the scope of the report.

Filters Available:

  • Starting Date & Time: When the reporting period begins

  • Ending Date & Time: When the reporting period ends

  • Agents: Select a specific agent or use “ALL” to include everyone

Once filters are set, click Submit to generate the report.

Section 2: Outbound Calls Summary

Displays the total number of outbound calls within the selected period.

Field

Description

Total

Total number of outbound calls initiated 

Answered

Outbound calls successfully answered by the recipient 

Unanswered

Outbound calls that were not answered 

Section 3: Outbound Calls per 

Presents monthly (default) performance data related to outbound calls.

Column

Description

Group

Time period (usually the month): you can change it to be (week, Day, etc)

Received

Total outbound calls initiated

Answered

Successfully answered outbound calls

Timeout Calls

Calls that were not connected due to a timeout

Abandoned

Calls canceled or hung up before being answered

Transferred

Calls are routed or forwarded to another line or agent

Avg Wait

Average time spent waiting before call connected

Avg Talk

Average duration of actual conversation

Max Callers

The highest number of callers on the line at one time

Answer %

Percentage of calls successfully answered

Timeout %

Percentage of calls that timed out

SLA

Service Level Agreement performance metric


Section 4: Answered by Agent

Breaks down call performance per agent for answered outbound calls.

Column

Description

Agent

Name or identifier of the agent

Received

Number of outbound calls received by the agent

Completed

Number of calls successfully completed

Transferred

Calls that were transferred to another agent or department

Calls %

Percentage of total calls handled by each agent

Talk Time

Total time spent speaking with customers

Talk Time %

Percentage of total system-wide talk time

Avg Talk Time

Average duration of each conversation by agent

Ring Time

Time spent before the customer answered

Wait Time

Time agent or system waited before connecting

Avg Wait Time

Average wait time per call handled

Max Wait Time

Longest single wait time recorded for the agent


Section 5: Unanswered Calls – Detailed View

Shows specifics of each unanswered outbound call attempt.

Column

Description

Date

Date and time of the call

Number

Phone number dialed

Event

Reason for not answering (e.g., BUSY, CANCEL, CHANNEL UNAVAIL)

Start Position

Queue position at start

End Position

Queue position at end

Wait Time

How long the system waited before giving up

DID

Direct Inward Dialing number used 

Section 6: Detailed Outbound Calls

Provides full logs of each outbound call with agent attribution.

Column

Description

Date

Date and time the call took place

Agent

Agent who placed the call

Phone Number

Destination number

Event

Outcome of the call (e.g., COMPLETEAGENT, BUSY, CANCEL)

Wait Time

Time system/agent waited before initiating or disconnecting

Talk Time

Actual conversation duration

DID

Line number used to place the call

Duration

Total duration including ringing, wait, and talk time

Actions

Icons for additional call actions like listening, downloading, etc.


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