You can use the Outbound Agent Performance report to identify performance metrics specific to an agent or team that is assigned an outbound skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. In other words, this report shows an agent's/team's effectiveness in outbound skills for a selected date or range.
Outbound Agent Performance is one of the Personal Connection Outbound reports available from the Outbound Report Store.
Data in this Report
The Outbound Agent Performance report has multiple columns that present data attributes and metrics. The table below provides a description for each column.
|Team the agents are assigned to.
|Agent first name.
|Agent last name.
|OB Hours + Unavailable time (hr)
|Number of outbound and selected unavailable time. (Total is in per hour ratio)
|Total time logged into outbound skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
|Logged Hours - PullAgent
|Total time the agent spent working inbound contacts while remaining in the OB skill.
|Talk Time (TT)
|Total time handling outbound calls.
|Total time in after call work or finishing up outbound records.
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 State that allows an agent to complete work requirements after finishing an interaction time.
|Total time spent in an unavailable outstate during the report period.
|Total time an 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.
|Number of outbound calls handled.
|Number of records that were retried (callbacks).
|Number of records that were dispositioned with an outcome not configured for outbound use.
|Total number of contacts that did not receive an Outcome before the ACW timeout
|Number of positives plus negatives plus other outcomes.
|Neither positive nor negative outcome such as no decision, not qualified for offer, etc.
|Right Party Contacts
|Reached the correct party, positive plus negative outcomes.
|Outcomes or dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. defined as positive, such as sale made, interested, collected funds, etc.
|Outcomes or dispositions defined as negative, such as not interested, add to Do Not Call (DNC) List, etc.
|Positive outcomes/(positive + negative outcomes).
|Number of previews rejected by the agent.
|Handled IB (pullagent)
|Number of inbound calls handled.
|If configured, the entered amount that is related to a positive outcome.
|Number of positive outcomes per hour.
|Number of negative outcomes per hour.
|Number of right party (positive + negative) connections per logged-in hour.
|Number of other outcomes per hour.
|Number of records that were retried per hour.
|Number of records that were dispositioned with an outcome not configured for outbound use per hour.
|Average outbound calls handled per logged-in hour.
|Average completes per logged-in hour.
|Average amount per positive outcome.
|Average amount per right party contact.
|Average talk time for outbound skills.