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.
- Invalid Number.
- Answering Machine.
- Hangup before connection.
|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 6 months ago