Outbound Agent Performance Report

You can use the Outbound Agent Performance report to identify performance metrics specific to an agent or team that is assigned an outbound skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. In other words, this report shows an agent's/team's effectiveness in outbound skills for a selected date or range.

Outbound Agent Performance is one of the Personal Connection Outbound reports available from the Outbound Report Store.

Data in this Report

The Outbound Agent Performance report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column	Description
Team	Team the agents are assigned to.
First Name	Agent first name.
Last Name	Agent last name.
OB Hours + Unavailable time (hr)	Number of outbound and selected unavailable time. (Total is in per hour ratio)
OB Hours	Total time logged into outbound skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
Logged Hours - PullAgent	Total time the agent spent working inbound contacts while remaining in the OB skill.
Talk Time (TT)	Total time handling outbound calls.
ACW Time	Total time in after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction)  or finishing up outbound records.
Wait Time	The amount of time between when the agent becomes available for their next outbound call and the time they are connected with the contact. Includes any ACW State that allows an agent to complete work requirements after finishing an interaction time.
Unavailable Time	Total time spent in an unavailable outstate during the report period.
Preview Time	Total time an agent views a contact before the accepting the contact.
Max Talk Time	The longest talk time recorded for the time period specified for a single call.
Handled	Number of outbound calls handled.
Agent Retries	Number of records that were retried (callbacks).
Unclassified Outcomes	Number of records that were dispositioned with an outcome not configured for outbound use.
ACW Timeout	Total number of contacts that did not receive an Outcome before the ACW timeout
Completed Outcomes	Number of positives plus negatives plus other outcomes.
Other Outcomes	Neither positive nor negative outcome such as no decision, not qualified for offer, etc.
Right Party Contacts	Reached the correct party, positive plus negative outcomes.
Positive Outcomes	Outcomes or dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. defined as positive, such as sale made, interested, collected funds, etc.
Negative Outcomes	Outcomes or dispositions defined as negative, such as not interested, add to Do Not Call (DNC) List, etc.
Conversion Rate	Positive outcomes/(positive + negative outcomes).
Preview Rejects	Number of previews rejected by the agent.
Handled IB (pullagent)	Number of inbound calls handled.
Amount	If configured, the entered amount that is related to a positive outcome.
Positives/hr	Number of positive outcomes per hour.
Negative/hr	Number of negative outcomes per hour.
Right party/hr	Number of right party (positive + negative) connections per logged-in hour.
Other/hr	Number of other outcomes per hour.
Retries/hr	Number of records that were retried per hour.
Unclassified/hr	Number of records that were dispositioned with an outcome not configured for outbound use per hour.
Handled/hr	Average outbound calls handled per logged-in hour.
Completes/hr	Average completes per logged-in hour.
Amount/positive	Average amount per positive outcome.
Amount/right party	Average amount per right party contact.
TT Avg	Average talk time for outbound skills.