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.
Columns
| Column | Description |
|---|---|
| Team | Team to which agents are assigned. |
| First Name | Agent first name. |
| Last Name | Agent last name. |
| OB Hours + Unavailable time (hr) | Number of outbound and selected unavailable time. (Total is in per hour ratio) |
| OB Hours | Number of hours logged into outbound skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. |
| Logged Hours - PullAgent | Number of hours the agent spent working inbound contacts while remaining in the OB skill. |
| Talk Time (TT) | Number of hours handling outbound calls. |
| ACW Time | Number of hours in after call work or finishing up outbound records. |
| Wait Time | Number of hours waiting for calls to be delivered. |
| Unavailable Time | Total time spent in an unavailable outstate during the report period. |
| Preview Time | 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. |
| Handled | Number of outbound calls handled. |
| Agent Retries | Number of records that were retried (callbacks). |
| Unclassified Outcomes | Number of records that were dispositioned with an outcome not configured for outbound use. |
| ACW Timeout | Total number of contacts that did not receive an Outcome before the ACW timeout |
| Completed Outcomes | Number of positives plus negatives plus other outcomes. |
| 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. |
| Positive Outcomes | Outcomes or dispositions Result that the agent or system assigns to the contact when the interaction ends. defined as positive such as sale made, interested, collected funds, etc.
|
| Negative Outcomes | Outcomes or dispositions defined as negative such as not interested, add to Do Not Call (DNC) List, etc. |
| Conversion Rate | Positive outcomes/(Positive + negative outcomes). |
| Preview Rejects | Number of previews rejected by the agent. |
| Handled IB (pullagent) | Number of inbound calls handled. |
| Amount | If configured, the entered amount that is related to a positive outcome. |
| Positives/hr | Number of positive outcomes per hour. |
| Negative/hr | Number of negative outcomes per hour. |
| Right party/hr | Number of right party (positive + negative) connections per logged-in hour. |
| Other/hr | umber of other outcomes per hour. |
| Retries/hr | Number of records that were retried per hour. |
| Unclassified/hr | Number of records that were dispositioned with an outcome not configured for outbound use per hour. |
| Handled/hr | Average outbound calls handled per logged-in hour. |
| Completes/hr | Average completes per logged-in hour. |
| Amount/positive | Average amount per positive outcome. |
| Amount/right party | Average amount per right party contact. |
| TT Avg | Average talk time for outbound skills. |