Outbound Contacts' Volumes and Durations

Interaction - The highest level component that comprises the full activity of communication with a contact. It can include multiple contacts and each contact includes several, more granular, elements that are called segments.

Contact - A conversation can have multiple contacts depending on the outcome of the initial contact. Examples of situations that will trigger a new contact include transfer; fallback to a different ring group. Contacts are the main reporting element for Supervisors and the one that will be used for staffing purposes (by monitoring queue SLA and queue AHT).

Answered contacts - inbound contacts that reached an agent and were answered.

Missed contacts - implies that the contact went through the flow, and reached a hang-up (it may or may not ring an agent but in both cases, it will be missed since there was no action by the contact person to leave the queue) or in case that after the assignment the Contact is terminated by a flow rule.

Abandoned contacts - inbound contacts where the contact person finishes/disconnects the contact before reaching an agent (includes abandoned while ringing the agent). It is considered abandoned even if it rang an agent before. There was an explicit action by the caller to leave the queue.

Short abandoned contacts - inbound contacts disconnected by the contact person within the threshold defined in the system for short abandons.

Connected contacts - outbound contacts where the connection was successful and the agent reached the contact person.

Not connected contacts - outbound contacts where the connection with the contact person was not successful ending in the contact being disconnected.

Name	Description	Type	Format	Section	Filter	Field
Volumes %	Representation for the outgoing volume of the percentage of the types of contacts made and respective outcomes (connected, not connected) for the given filtering criteria applied	chart		Outbound Contacts	No	measures
Outbound Volumes vs Handle Time	Comparison between the volume of outgoing contacts with the time it took the agents to deal with the contact - the handle time - for all the outbound contacts that occurred for each hour between 0 and 23 hours of the days considered in the timespan in the date filter and also for the combination of other filtering criteria that might be applied (Eg. filtering by a specific Ring Group and business hours = Yes)	chart		Outbound Contacts	No	measures
Total Outbound Contacts	The sum of all outgoing contacts for the given combination of filters used.	sum	###
Connected Contacts	The sum of contacts which type is outbound connected	sum	###
Not Connected Contacts	The sum of contacts which type is outbound not connected	sum	###	Outbound Contacts	No	measure
Outbound AVG Handle Time	For the outbound answered contacts, the time it takes on average a user/agent to handle a call. The time starts when the agent answers and ends the moment the agent ends the After Call Work (ACW) status (includes hold time). It's calculated based on all answered contacts.	avg	##:##:##	Outbound Contacts	No	measure
Outbound AVG Talk Time	For the outbound answered contacts the average duration of the total talk time. It does not include the time spent ringing the agent nor time spent in After Call Work. Also it does not include hold time during the contact. See also Talk Time.	avg	##:##:##	Outbound Contacts	No	measure
Outbound AVG After Call Work	For the outbound answered contacts the average duration of the time it takes to wrap up a contact. Calculated based on all outbound answered contacts that have After Call Work time recorded.	avg	##:##:##	Outbound Contacts	No	measure
Outbound AVG Duration	For the outbound answered contacts the time since the contact is created, when enters the queue (corresponding to start at timestamp) until the contact final event that correspondes to the finished at timestamp.	avg	##:##:##	Outbound Contacts	No	measure
Outbound AVG Hold Time	Average duration of the hold time for outbound contacts. Includes Hard (the agent puts the contact person on hold) and Soft (hold time contact person experiences when there's a transfer) Hold.	avg	##:##:##	Outbound Contacts
AVG Connect Time	For the outbound contacts the average time it took for the contact person answer the contact after the agent dialed the number, in seconds.	avg	##:##:##	Outbound Contacts	No	measure
Date	The time reference used to filter the timeframe for analysis, based on the started at timestamp of each ring attempts.	date		Contacts	Yes	dimension
Inside Business Hours	Filter that allows to retrieve information only for business hour (= Yes) or for outside of business hours (= No) and when option "is any value" is applied, returns all the information regardless of being outside or inside business hours.		Yes/No	Contacts	Yes	dimension
Ring Group	All Ring Groups of the account will appear listed regardless of having data or not for the timeframe filtered.	string		Contacts	Yes	dimension
Timezone	By default data is shown on account timezone, but this fitler allows to change the timezone of the data and consult/see the events with the timestamps or time dimensions respecting the timezone picked	string		Contacts	Yes	dimension