Outbound Dialer Calls

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 (calculated as abandoned contacts / (abandoned contacts + hangup before connection + connected).
• Answering Machine.
• Hangup before connection.
• Agent before hangup -The agent disconnected the call during the ringing state of a call, prior to it being answered.
  Busy - The call received a busy signal.
  Connected - The call was answered by a person or voicemail.
  Finalized - During the preview, the agents clicked skip and selected the Finalize option.
  Invalid Number - The call received a SIT tone, bad number, disconnected, etc.
  No Answer - The call reached the Max Ring time defined in the campaign.
  Requeued - During the preview, the agents clicked skip and selected the requeue option.
  Rescheduled - During the preview, the agents clicked skip and selected reschedule call.
  Unreachable - The call was unreachable due to carrier issues.

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