Agent Outdial Stats - Historic Report

This report displays the historical statistics of the number of outbound (outdial) calls made by an agent. You can see the summary of the report at the end of the table.

The report displays the following details:


Parameter	Description
Agent Name	The name of an agent.
Interval	The time interval for the report.
Channel Type	The mode of customer interaction, such as voice, email, or chat.
Initial Login Time	The date and local time the agent logged in.
Outdial Contact Handled	The number of outbound calls handled within the interval.
Outdial Average Handle Time	The average time that an agent takes to handle the outbound calls. The average time includes the connected and wrap-up time.
Outdial Connected Time	The total amount of time that an agent spends talking to the customer on an outbound call, including the hold time.
Outdial Average Connected Time	The average time that an agent spends talking to the customer on an outbound call, including the hold time.
Outdial Talk Time	The total amount of time that an agent spends talking to the customer on an outbound call, excluding the hold time.