Outbound Dialer Calls

This report includes metrics related to the calls dialed through a 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 placed.

Date time

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