The Outbound Calls Dashboard provides detailed insights into outgoing call performance and agent activity. It enables supervisors and administrators to monitor outbound calling operations, analyze call results, and evaluate agent productivity through filtered reports.
The dashboard allows users to filter outbound call data by date range, trunk, and agents to review specific calling performance.
Outbound Call Statistics
The Outbound Calls summary displays key outgoing call metrics, including:
- Total Calls: Displays the total number of outbound calls made during the selected period.
- Answered Calls: Shows the number of outbound calls successfully connected and answered.
- Missed Calls: Displays the number of outbound calls that were not answered.
- Busy Calls: Shows calls that reached a busy destination or could not be completed due to a busy status.
Call Summary
The Call Summary section provides key duration measurements for outbound calls, including:
- Avg Duration: Displays the average duration of outbound calls.
- Max Duration: Shows the longest outbound call duration recorded during the selected period.
Total Outbound Calls
The Total Outbound Calls chart provides a visual breakdown of outbound call results, showing the distribution between answered, missed, and busy calls.
Performance Metrics
The dashboard includes performance indicators to evaluate outbound calling efficiency:
- Answer Rate: Displays the percentage of outbound calls that were successfully answered.
- Missed Calls Rate: Shows the percentage of outbound calls that were not answered.
- Busy Rate: Displays the percentage of outbound calls that reached a busy status.
Outbound Call Logs
The Outbound Call Logs section displays recent outbound call activities, including call date and time, unique call ID, caller ID, destination, duration, and call status.