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Agent Name
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First name and last name of the agent.
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Campaign
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Name of the campaign.
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Offered
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Number of outbound calls that are offered to the agent.
Summary info—Sum of
the records in this column.
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Accepted
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Total number of outbound calls that are accepted by the agent.
Summary info—Sum of
the records in this column.
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Rejected
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Number of outbound calls that are rejected by the agent.
Summary info—Sum of
the records in this column.
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Closed
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Number of outbound contacts that are closed by the agent.
Summary info—Sum of
the records in this column.
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RNA
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Number of outbound calls the agent did not answer.
Ring-no-answer (RNA).
Summary info—Sum of
the records in this column.
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Transfer
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Number of outbound calls that are transferred from another
agent. The agent did not dial an outbound call; the other agent dials the
outbound call and transfers it to the agent.
Summary info—Sum of
the records in this column.
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Talk Time—Avg
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Average time in HH:MM:SS the agent spends talking on outbound
calls. Duration of all calls that are Agent Accepted and classified as Voice.
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Talk Time—Max
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Longest time in HH:MM:SS the agent spends talking on an outbound
call for the campaign. Calls that are Agent Accepted and classified as Voice
are considered.
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