Outbound

Metric Name	Description	Calculation	Metric Type
Total Calls	All outgoing calls, which includes outbound and outbound missed calls.	COUNT call type = outbound + outbound missed	Count
Answered Calls	Number of calls placed by the agent and that were answered by the customer (or by customer's voicemail).	COUNT call type = outbound	Count
Missed Calls	Number of calls placed by the agent that weren't answered by the customer or that were hung up by the agent before connecting to a customer or a voicemail.	COUNT call type = outbound missed	Count
Transferring	Number of outbound calls that when transferred did not get connected to a new agent and consequently entered the waiting queue and from there originated a voicemail.	COUNT call type = outbound AND hangup = transfer	Count
Abandoned While Holding	Number of outbound calls that when on hold the caller disconnects.	COUNT call type = outbound AND hangup = hold	Count
Total Duration	Total time (from start to end event) of all outgoing answered calls (call type outbound).	SUM duration of call type = outbound	Time in seconds
Average Duration	Average time (from start to end event) for outgoing answered calls (call type outbound).	AVG duration of call type = outbound	Time in seconds
Longest Duration	Longest time (from start to end event) for outgoing answered calls (call type outbound).	MAX duration of call type = outbound	Time in seconds