Engage Voice 
Historical dashboards: Outbound Performance

Table of contents

The Engage platform provides several dashboards organized by categories that provide data on current information. Most of the reports used in dashboards can be found in the Standard folder of Historical reports. Read more about them in Historical reports reference.
 
Note: Dashboards and reports that reference digital data are reserved for future use.

Helpful hint!

Some parts of the UI will refer to reports as ‘insights.’ Reports are ‘insights’ as well. Still, most of the UI will only refer to reports as ‘reports’ and not ‘insights.’ Insight is a deprecated term.

Outbound Performance

The Outbound Performance dashboard provides detailed statistics of outbound dialing activity performance.
 
Here are the following filters you can use to sort data in the Outbound Performance dashboard:
  • Date Range: A range of days that the dashboard will be covering. Preset to the last 30 days.
  • Account: The sub-account to be reported on.
  • Account ID: The ID of the account that needs to be viewed.
  • Product Group Type: Filters to a specific subset of product group types.
  • Product Group: Filters to a specific subset of product groups.
  • Product Type: Filters to a specific subset of product types.
  • Product: Filters to a specific subset of products.
Note that an activity is attributed to a time interval by its start timestamp. Account filter is a parent filter to the other filters (except for the Date). For example, if you select a particular account, the Agent Group filter will be showing only agent groups of that account.

Under the Outbound Performance dashboard, you will find the following sections:
  • Performance KPIs
  • Outbound Completes and Successes
  • Download Outbound Statistics

Performance KPIs

This section contains four KPI widgets.
  • Work Time: Percentage of working time for voice.
  • Dialed: Count of outbound call attempts.
  • Completed: Number of outbound calls marked as complete in the disposition.
  • Hit Rate: Percentage of live answered calls to the total call attempts.

Outbound Completes and Successes

This section has one KPI widget and three reports that give you insights into your contact center’s outbound performance.
  • Outbound Success Rate: Percentage of outbound calls out of all outbound call attempts.
  • Outbound Completes and Successes by Day: Tracks the number of completed outbound calls and successful outbound calls day.
  • Outbound Completed and Success Rate by Dial Group: Analyzes the trend between Outbound Complete Rate and Outbound Success Rate to track the magnitude of both.
  • Outbound Success Rate by Campaign: Bar chart that tracks the success rate of outbound calls for campaigns.

Download Outbound Statistics

This section has two reports you can download.
  • Outbound Performance Report: This chart details the performance of the following metrics:
    • Voice Working Time %: Percentage of working time for voice.
    • Dialed: Count of outbound call attempts.
    • Answered: Number of outbound calls answered by the party called.
    • Live Answered: Number of outbound call attempts answered by a live person.
    • Contacts: Outbound calls that resulted in contact.
    • Complete: Number of outbound calls marked as complete in the disposition.
    • Successful: Number of successful interactions.
    • Talk Time: Time customers spent on the phone connected to an agent or IVR (including time on hold).
  • Outbound Overview Report: This chart gives an overview of the performance of dial groups and campaigns.
    • Dial Group: Shows products by group name.
    • Campaign: Shows campaigns by name. 
    • Dialed: Count of outbound call attempts.
    • Contacts: Outbound calls that resulted in contact.
    • Talk Time: Time customers spent on the phone connected to an agent or IVR (including time on hold).
    • Abandon Rate: Ratio of outbound abandoned calls to the total number of answered calls.
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