Overview

The Outbound Calls page focusing on Outbound Calling

KPI Cards

The following KPI cards are available on this page:

• Number of Outbound Calls: Total number of outbound calls made.

• Average Wait Time: Average duration customers wait before the call is answered.

• Average Talk Time: Average duration of the conversation.

• Average Total Time: Combined average of wait time and talk time.

Charts

• Total Outbound Calls with Potential Outcomes: This chart shows the total number of outbound calls, categorized by potential outcomes (Answered vs. Missed).

• Dialogue Volume by Hour, Day, and Month: Stacked bar charts display the volume of dialogues over different time periods (hours, days, and months), showing Answered vs. Missed calls. Filters can be applied within the same chart to select specific hours, days, and months.

Agent Statistics Table

This table provides statistics for each agent:

• Number of Outbound Calls: Total number of outbound calls made by the agent.

• Average Ring Time: Average ring time for the agent’s outbound calls.

• Average Talk Time: Average talk time for the agent’s outbound calls.

Filters

• Contact Center Filter: Filter data based on different contact centers.

• Date Filter (From, To): Filter data within a specific date range.