Engage Voice | Understanding outbound stats

Your outbound stats indicate performance metrics on the outbound dial group you’re making calls for. You can access your outbound stats by navigating to My stats via the left-hand navigation bar, clicking the dropdown in the upper right-hand corner of your screen, and selecting Outbound
 
Outbound stats appear in two sections: Stats and Campaigns. The Stats section includes a series of panels and the Campaigns section includes a table (or graph). 
 
The stats panels and table are both customizable so you can view the type of agent stats most important to you. 

Outbound stats panels

You can customize your stats panels by clicking the dropdown arrow next to the name of a stat and choosing your preferred stat. You may see the following types of stats:
  • Abandon: The number of leads since the previous midnight that answered a call that was dialed when there were no agents available to take the call.
  • Active: The number of leads currently on an active call with an agent. This gives you an idea of how busy the dial group currently is.
  • Answer: The number of dialed leads since the previous midnight that were answered by a live person.
  • Busy: The number of dialed leads since the previous midnight that were not completed because the called party was busy.
  • Complete: The number of calls from the current dial group completed since the previous midnight.
  • Error: The number of dialed leads since the previous midnight that did not complete due to any type of network error.
  • Fax: The number of dialed leads since the previous midnight that went to fax machines.
  • Intercept: The number of leads since the previous midnight that were intercepted by the system before being dialed. This typically has to do with numbers that are disconnected or invalid.
  • Machine: The number of leads since the previous midnight that reached an answering machine.
  • No Answer: The number of dialed leads since the previous midnight that were not answered by a person or an answering machine.
  • Pending: The number of leads pending that will be ready to dial at a later time. The lead might be on an agent’s callback list, or might be paused between passes.
  • Ready: The number of leads that are ready to be dialed.
  • Connects: The total number of connected leads since the previous midnight. A lead is considered ‘connected’ if answered by a live person.
  • Talk time: The total talk time for all connections since the previous midnight.

Outbound stats table

The outbound campaigns stats report, located under the Campaigns section, is a table that displays a summary of the call stats for campaigns. 
 
You can customize the data in your outbound stats table by clicking on the gear icon that appears when you hover over the top right-hand corner of the table. When you do this, a new window will appear on your screen that allows you to choose which columns of data you want in your table. Check the box next to each stat you want to view, and uncheck the box of the stats you’d like to leave out.  
 
You can modify the view of this table into a graph format by hovering the mouse above the upper right-hand corner of the table and clicking the graph icon. 
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