Queue Statistics (Outbound Calls)
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 and Trunk.
calls
- Total Calls: Indicates the total number of outbound call attempts.
- Answered Calls: Shows how many outbound calls were successfully answered.
- No Answer: Represents the number of calls that went unanswered.
- Busy Calls: Tracks the number of outbound calls that could not connect because the recipient line was busy.
These statistics help supervisors monitor the effectiveness of outbound campaigns and ensure optimal agent performance.
Detailed Performance
This section delivers an in-depth analysis of outbound call outcomes and efficiency:
- Total outbound calls:
- A (Answered Calls) :Calls that were answered (Green).
- B (Missed Calls) :Calls that weren’t answered (Red).
- C (Busy Calls) :Calls that encountered a busy line (Yellow).
- Performance Gauges:
- Answer Rate (SLA): Percentage of calls successfully answered within a defined service level agreement.
- Missed Calls Rate: The percentage of outbound calls that were not answered.
- Busy Rate: The percentage of outbound calls that encountered a busy signal.
Call Duration
- Avg Talking Time: Displays the average time agents spent on answered calls.
- Max Duration: The longest duration of a single outbound call during the selected period.