OUTBOUND Agent Campaigns

This report displays the number of agent calls that were connected to contacts in storm OUTBOUND dialler campaigns. It also provides agent talk durations, hold durations, and other summary statistics for each campaign.

You can filter the dashboard report to show statistics for particular campaigns.

Note: not all columns are shown (see below for full details).

Basic Information

Category	OUTBOUND
Custom or data export	Custom
Channels
Historical Data Source	CONTACT Data Records
Supported formats
Key to table

Dimensions and Metrics

The report is broken down by the Initial Script dimension (renamed to Campaign in this report). The following metrics are displayed for each campaign:

Metric	Description
OUTBOUND Connected Calls	The number of OUTBOUND calls that were connected to contacts and answered by agents.
OUTBOUND Preview Rejected Calls	The number of calls that were rejected by agents in a preview campaign.
Avg OUTBOUND Talk Duration	The average agent talk time in an OUTBOUND dialler call. In MM:SS
Avg OUTBOUND Hold Duration	The average agent hold time in an OUTBOUND dialler call. In MM:SS
Avg OUTBOUND Wrap Duration	The average agent wrap-up time at the end of an OUTBOUND dialler call. In MM:SS
Total OUTBOUND Talk Duration	The total agent talk duration in OUTBOUND dialler calls. In HH:MM:SS
Total OUTBOUND Hold Duration	The total agent hold duration in OUTBOUND dialler calls. In HH:MM:SS
Total OUTBOUND Wrap Duration	The total agent wrap-up time at the end of OUTBOUND dialler calls. In HH:MM:SS

Report Filters

Filter	Setting	Configurable on dashboard?
Data Management Table View	The 'Any' setting ensures that only records associated with a DATA MANAGEMENT table view are included in the report. All storm OUTBOUND dialler campaigns use DATA MANAGEMENT table views.	No
Initial Script	The 'Any' setting includes statistics across all campaigns (campaigns are identified by their FLOW scripts).	Yes. Use this filter to include or exclude individual scripts.

For instructions on applying filters to a dashboard report, see Filter a Historical Report'.