Agent Outbound Team Summary Report

The Agent Outbound Team Summary Report provides performance statistics of the agents in the team for direct preview, progressive, and predictive outbound campaigns. The following two views are available for this report:

Short and Long Term Average—Provides the performance statistics of the agents who handle outbound calls for the current day based on short term and long term values.
Since Midnight—Provides the performance statistics of the agents in the team who handle outbound calls for the current day, beginning at midnight.

Note

Your administrator can set the short term value to 5, 10, or 15 minutes.
Long term value is set to 30 minutes.

Charts

None

Fields

The following view-wise tables are included in the report.

Short and Long Term Average
Field	Description
Agent Name	First name and last name of the agent.
Agent ID	Login ID of the agent.
Average Talk Time—Short Term	Average time the agent spent in Talking state for outbound calls in the last 5, 10, or 15 minutes.
Average Talk Time—Long Term	Average time the agent spent in Talking state for outbound calls in the last 30 minutes.
Average Hold Time—Short Term	Average time the agent put the outbound calls on hold in the last 5, 10, or 15 minutes.
Average Hold Time—Long Term	Average time the agent put the outbound calls on hold in the last 30 minutes.

Since Midnight
Field	Description
Agent Name	First name and last name of the agent.
Agent ID	Login ID of the agent.
Talk Time—Avg	Average time the agent spent in Talking state for outbound calls. Average talk time = Total time in Talking state / calls handled
Talk Time—Max	Longest time the agent spent in Talking state for outbound calls.
Talk Time—Total	Total time the agent spent in Talking state for outbound calls.
Hold Time—Avg	Average time the agent put the outbound calls on hold. Average hold time = Total time calls were put on hold / calls handled
Hold Time—Max	Longest time the agent put an outbound call on hold.
Hold Time—Total	Total time the agent put the outbound calls on hold.
After Call Work Time—Avg	Average time the agent spent in Work state for outbound calls. Average work time = Total time in Work state / calls completed
After Call Work Time—Max	Longest time the agent spent in Work state for outbound calls.
After Call Work Time—Total	Total time the agent spent in Work state for outbound calls.

Filter Criteria

You can filter using the following parameter:

Filter Parameter	Result
Agent ID	Displays information for the agents who belong to the specified teams.

Grouping Criteria

None