Required permissions: Outbound Agent Performance
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The Outbound Agent Performance widget displays a list of agents that are currently configured for outbound contacts within the agent application. You can see the agent name, the team they are assigned to, their state
The availability status of an agent, and a list of statistics relating to their performance.
Columns
Totals are based on all data within the window of time selected. For example, averages are repossessed based on the whole of all contacts being queried.
| Column | Description |
|---|---|
| Team | Team to which agents are assigned. |
| Agent | Agent's first and last name. |
| Agent State | Current state of the agent. |
| Duration | Amount of time that the agent has been in the current agent state. |
| OB Hours + Unavailable time (hr) | Number of outbound and selected unavailable time. (Total is in per-hour ratio) |
| OB Hours | Number of hours logged into outbound skills. |
| Logged Hours - PullAgent | Number of hours the agent spent working inbound contacts while remaining in the outbound skill. |
| Talk Time (TT) | Number of hours handling outbound calls. |
| ACW Time | Number of hours in after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction) or finishing up outbound records. |
| Wait Time |
The amount of time between when the agent becomes available for their next outbound call and the time they are connected with the contact. Includes any ACW time. |
| Unavailable Time | Total time spent in an unavailable outstate during the report period. |
| Preview Time | Total time the agent views a contact before the accepting the contact. |
| Max Talk Time | The longest talk time recorded for the time period specified for a single call. |
| Handled | Number of outbound calls handled. |
| Agent Retries | Number of records that were retried (callbacks). |
| Unclassified Outcomes | Number of records that were dispositioned with an outcome not configured for outbound use. |
| ACW Timeout | Total number of contacts that did not receive an Outcome before the ACW timeout. |
| Completed Outcomes | Number of positives plus negatives plus other outcomes. |
| Other Outcomes | Neither positive nor negative outcome such as no decision, not qualified for offer, and so forth. |
| Right Party Contacts | Reached the correct party, positive plus negative outcomes. |
| Positive Outcomes | Outcomes or dispositions defined as positive such as sale made, interested, collected funds, and so forth. |
| Negative Outcomes | Outcomes or dispositions defined as negative such as not interested, add to Do Not Call (DNC) List, and so forth. |
| Conversion Rate | Positive outcomes/(Positive + negative outcomes). |
| Preview Rejects | Number of previews rejected by the agent. |
| Handled IB (pullagent) | Number of inbound calls handled. |
| Amount | If configured, the entered amount that is related to a positive outcome. |
| Positives/hr | Number of positive outcomes per hour. |
| Negative/hr | Number of negative outcomes per hour. |
| Right party/hr | Number of right party (positive + negative) connections per logged-in hour. |
| Other/hr | Number of other outcomes per hour. |
| Retries/hr | Number of records that were retried per hour. |
| Unclassified/hr | Number of records that were dispositioned with an outcome not configured for outbound use per hour. |
| Handled/hr | Average outbound calls handled per logged-in hour. |
| Completes/hr | Average completes per logged-in hour. |
| Amount/positive | Average amount per positive outcome. |
| Amount/right party | Average amount per right party contact. |
| TT Avg | Average talk time for outbound skills. |