Use the Agentless Productivity report to forecast and track the success of an agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages..
Agentless Productivity is one of the Personal Connection Outbound reports available from the Outbound Report Store.
Data in this Report
The Agentless Productivity report has multiple columns that present data attributes and metrics. The table below provides a description for each column.
|Date of activity.
|Time the skill was stopped.
|Duration of hours that the skill was running.
|Ports - min
|Minimum number of ports Where information transfers, over a network, between a computer and a server. in use during the time period.
|Ports - max
|Maximum number of ports in use during the time period.
|Sum of contact time.
|Calls presented during the time the skill was running.
|Average presented calls per port hour.
|Calls attempted during the time the skill was running.
|Average attempted calls per port hour.
|Percent of presented calls that were attempted (attempt/presented).
|Calls that were answered during the time the skill was running.
|Average number of answered calls per port.
|Percent of attempted calls that were answered (answered/attempted).
|Number of answered calls that were dispositioned as answering machines.
|Average number of answering machines per hour.
|Percent of answered calls that were answering machines.
|Number of answered calls that were defined as live voice.
|Average number of live voice calls per hour.
|Number of live calls that had a positive disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction..
|Average number of positive outcomes per hour.
|Total amount captured.
|Amount per hour.
|Number of negative outcomes per hour.
|Percent of negative outcomes per hour.
|Number of other outcomes (besides positive and negative).
|Percent of other outcomes per hour.
|Number of calls requesting followup (that is, callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.).
|Number of followups per hour.
|Conversion rate [(positives/(positives + negatives))].