Outbound Dialer Calls
This report includes metrics related to the calls dialed through a predictive campaign of the Outbound Dialer.
| Metric Name | Description | Metric Type |
|---|---|---|
| Outbound Dialer Campaign Name | The name of the campaign. | String |
| Outbound Dialer Record List Name | The name of the Record List. | String |
| Talkdesk Phone Number | The phone number from which the Outbound Dialer call/attempt was placed. | String |
| Customer Phone Number | The phone number the call/attempt was placed to. It corresponds to the phone number in the Outbound Dialer Record List. | Number |
| Interaction ID | The unique identification of the call/attempt. | String |
| Outbound Dialer Call Attempt Number | The interaction's attempt number. This corresponds to how many attempts were made to the corresponding record, including the current interaction. | String |
| Call Started Time | The date and time record of when the call/attempt was handled. eg: if the call is accepted, then it's the accept time; if the call is denied, then it's the denied time; if the call is not handled by customer, it's the time that handled by system | Date time |
| Ring At Customer | The total duration of the call/attempt rings for the customer. | Time in seconds |
| In Queue | The total duration of how long the customer waits for an agent to pick up the call. If the call is not picked up by the customer, then it's null. | Time in seconds |
| Ring At Agent | The total duration of the call/attempts ring for the agent. If the call is not picked up by the customer, or the customer hangs up when in queue, then it’s null. | Time in seconds |
| Call Finished Time | The date and time record of when the call/attempt ended or was missed. | Date time |
| Outbound Dialer System Disposition | The final state of the call/attempt. The possibilities are: - Connected to agent. - No-answer. - Invalid Number. - Busy. - Abandoned. - Answering Machine. - Hangup before connection. | String |
| Disposition | The call disposition added by the agent at the end of a call, if applicable. | String |
| Description | The note the last agent took at the end of the call, if applicable. | String |
| Outbound Dialer Callback Mode | If the call launched by the Outbound dialer was a callback or not. Only available to customers with Callback Scheduling enabled. | yes/no |
| Outbound Dialer SIP Hangup Code | If available, the SIP hangup code sent by the carrier. | Number |
| Outbound Dialer Campaign Agent ID | The ID of the Outbound Dialer agent that handled the call, if applicable. | String |
| Outbound Dialer Campaign Agent Name | The name of the Outbound Dialer agent that handled the call, if applicable. | String |
| Outbound Dialer Campaign Agent Email | The email of the Outbound Dialer agent that handled the call, if applicable. | String |
| Outbound Dialer Campaign Transferred Agent ID | The id of the agent to which an Outbound Dialer call was transferred to. | String |
| Outbound Dialer Campaign Transferred Agent Name | The id of the agent to whom an Outbound Dialer call was transferred. | String |
| Outbound Dialer Campaign Transferred Agent Email | The email of the agent to whom an Outbound Dialer call was transferred. | String |
| Outbound Dialer Campaign ID | The ID of the campaign. | String |
| Outbound Dialer Record List ID | The ID of the Record List. | String |
| Outbound Dialer Record ID | The ID of the record. | String |
| Total Duration | The total duration of the call/attempt. The time spent in "After Call Work time" is not included. | Time in seconds |
Updated about 2 years ago