{"id":8119,"date":"2025-10-27T16:25:43","date_gmt":"2025-10-27T16:25:43","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&p=8119"},"modified":"2025-10-27T16:25:43","modified_gmt":"2025-10-27T16:25:43","slug":"outbound-calls","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/telsip-cloud-call-center\/call-center-v-1-x-x\/dashboard\/outbound-calls\/","title":{"rendered":"Outbound calls"},"content":{"rendered":"

Queue Statistics (Outbound Calls)<\/strong><\/p>\n\n\n\n

This dashboard presents performance data for outbound calls made by agents within a specific time frame. It provides a snapshot of call activity and allows filtering by Agent<\/strong> and Trunk<\/strong>.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

calls<\/strong><\/p>\n\n\n\n

    \n
  • Total Calls<\/strong>: Indicates the total number of outbound call attempts.<\/li>\n\n\n\n
  • Answered Calls<\/strong>: Shows how many outbound calls were successfully answered.<\/li>\n\n\n\n
  • No Answer<\/strong>: Represents the number of calls that went unanswered.<\/li>\n\n\n\n
  • Busy Calls<\/strong>: Tracks the number of outbound calls that could not connect because the recipient line was busy.<\/li>\n<\/ul>\n\n\n\n

    These statistics help supervisors monitor the effectiveness of outbound campaigns and ensure optimal agent performance.<\/p>\n\n\n\n

    \"\"<\/figure>\n\n\n\n

    Detailed Performance<\/strong><\/p>\n\n\n\n

    This section delivers an in-depth analysis of outbound call outcomes and efficiency:<\/p>\n\n\n\n

      \n
    • Total outbound calls<\/strong>:\n
        \n
      • A (Answered Calls)<\/strong> :Calls that were answered (Green).<\/li>\n\n\n\n
      • B (Missed Calls)<\/strong> :Calls that weren\u2019t answered (Red).<\/li>\n\n\n\n
      • C (Busy Calls)<\/strong> :Calls that encountered a busy line (Yellow).<\/li>\n<\/ul>\n<\/li>\n\n\n\n
      • Performance Gauges<\/strong>:\n
          \n
        • Answer Rate (SLA)<\/strong>: Percentage of calls successfully answered within a defined service level agreement.<\/li>\n\n\n\n
        • Missed Calls Rate<\/strong>: The percentage of outbound calls that were not answered.<\/li>\n\n\n\n
        • Busy Rate<\/strong>: The percentage of outbound calls that encountered a busy signal.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n

          Call Duration<\/strong><\/p>\n\n\n\n

            \n
          • Avg Talking Time<\/strong>: Displays the average time agents spent on answered calls.<\/li>\n\n\n\n
          • Max Duration<\/strong>: The longest duration of a single outbound call during the selected period.<\/li>\n<\/ul>\n\n\n\n

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