Agent Outbound Team Summary Report
The Agent Outbound Team Summary Report provides performance statistics of the agents in the team for direct preview, progressive, and predictive outbound campaigns. The following two views are available for this report:
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Short and Long Term Average—Provides the performance statistics of the agents who handle outbound calls for the current day based on short term and long term values.
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Since Midnight—Provides the performance statistics of the agents in the team who handle outbound calls for the current day, beginning at midnight.
Note |
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Charts
None
Fields
The following view-wise tables are included in the report.
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Average Talk Time—Short Term |
Average time the agent spent in Talking state for outbound calls in the last 5, 10, or 15 minutes. |
Average Talk Time—Long Term |
Average time the agent spent in Talking state for outbound calls in the last 30 minutes. |
Average Hold Time—Short Term |
Average time the agent put the outbound calls on hold in the last 5, 10, or 15 minutes. |
Average Hold Time—Long Term |
Average time the agent put the outbound calls on hold in the last 30 minutes. |
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Talk Time—Avg |
Average time the agent spent in Talking state for outbound calls. Average talk time = Total time in Talking state / calls handled |
Talk Time—Max |
Longest time the agent spent in Talking state for outbound calls. |
Talk Time—Total |
Total time the agent spent in Talking state for outbound calls. |
Hold Time—Avg |
Average time the agent put the outbound calls on hold. Average hold time = Total time calls were put on hold / calls handled |
Hold Time—Max |
Longest time the agent put an outbound call on hold. |
Hold Time—Total |
Total time the agent put the outbound calls on hold. |
After Call Work Time—Avg |
Average time the agent spent in Work state for outbound calls. Average work time = Total time in Work state / calls completed |
After Call Work Time—Max |
Longest time the agent spent in Work state for outbound calls. |
After Call Work Time—Total |
Total time the agent spent in Work state for outbound calls. |
Filter Criteria
You can filter using the following parameter:
Filter Parameter |
Result |
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Agent ID |
Displays information for the agents who belong to the specified teams. |
Note |
Filter parameters are applicable only for CUIC based reports and not Finesse live data. |
Grouping Criteria
None