1.2. Outbound calls

Outbound call statistics are a useful tool to help admins/supervisors get an overview of call out activities and successful call rate, and call execution data of agents.

Outbound call interface

(1) Information filter

• Duration: period to filter information

• Last updated: the last time the displayed data was updated

(2) General statistics

• Total outbound calls: is the total outbound calls during the reporting period

• Total answered calls: is the total outbound calls during the reporting period

• Failed call rate: which is the ratio between total missed out calls and total outbound calls

• Successful call rate: the percentage of successful calls, which is the ratio between total successful calls and total outbound calls

• Average Handling Time (AHT, second): the average processing time of meeting calls which equals to the total processing time of all inbound and outbound calls divided by the total number of successful outbound calls. The processing time for each call equals by the total talk time and after-call work time (excluding the ringing time).

• Total customers: the total number of called customers in the corresponding period with a filter of excluding duplicated customers were called over two times

• Total not-answering-call customers: the total number of called customers in the corresponding time and all calls are not answered, with a filter of excluding duplicated customers were called many times.

(3) Detailed call statistics by agent

• Agent name: a name of agent who are reported

• Total outbound calls: the sum of outbound calls of the agent

• Successfully connected calls: number of calls the agent dialed and met the customer (answered calls)

• Unsuccessfully connected calls: the number of calls the agent dialed but did not meet the customer (missed calls)

• Successful call rate: the percentage between the number of successful connected calls and the total outbound calls of the agent

• Average Handling Time (second): the agent average processing time, counting only inbound calls. This value is calculated by the total processing time of each successful call divided by the total inbound calls. The processing time of each successful call equals to the total talk time divided by after-call work time.