Engage Voice 
Real-time reporting Outbound widget metrics

Last updated on April 6, 2022
Here are the metrics or attributes that comprise this widget:
  • Campaign Name: The name of the campaign.
  • Incomplete: The total count of the incomplete leads on the campaign. Leads that are set as “Requeue No” in agent disposition are considered complete. All other leads on the campaign will be considered incomplete.
  • Pending: The number of leads currently retrieved for dialing from the cache of ready leads. In a predictive dialing campaign, ‘pending’ refers to a lead that the system is currently dialing. In a preview dialing campaign, ‘pending’ refers to both leads being dialed and leads that have been fetched by individual agents.
  • Active: The number of calls that are currently being handled by agents.
  • Complete: The total count of the complete leads on the campaign.
  • Other: The metric that counts the current lead state as one of the following states: Error, Transitioned, Intercept, Disconnected, Pending Callback, Canceled, Callback cancelled, Whitelist, or Max Dial Limit.
  • Answer: The number of answered calls.
  • No Answer: The number of calls not answered.
  • Machine: The number of calls detected as voicemail or answering machines by the system.
  • Busy: The number of calls returned with a busy signal.
  • Intercept: The number of calls reported to the system as invalid numbers.
  • Abandon: The count of pass attempts that have received the system disposition of Abandon. This is a daily stat. Abandon indicates an outbound call that when successfully answered by the dialed party does not have an available agent to handle it.
  • Success: The number of leads marked as success by agent disposition.
  • Staffed: The current number of agents who are assigned to that campaign and currently logged into the Agent platform.
  • Available: The number of agents logged into that particular campaign who are in an Available state.
  • DNC: This is a metric that shows the current lead state as one of the following: Error, Transitioned, Intercept, Disconnected, Pending Callback, Canceled, Callback Cancelled, Whitelist, Max Dial Limit.
  • Talk Time: The total amount of time an agent spent on calls for the session. This is displayed in HH:MM:SS.
  • Connects: The daily total count of passes that were connected to an agent.
  • Lead Status: Not a statistic or a data set. This is a pop-out that shows additional information. 
    • Account ID: ID number for the account the agent is connected to. 
    • Campaign Name: Name of the campaign the agent is connected to.
    • Start: Starting date and time stamp of the campaign.
    • End: End date and time stamp of the campaign.
    • Max Passes: Maximum number of allowed passes for a lead in this campaign.
    • Pass Delay: The assigned number of minutes the system should wait before dialing a lead again in this campaign.
    • Dialable Leads
      • By timezone: Shows the number of leads and their different status, per timezone.
      • By US States: Shows the number of leads and their different status, per US State. 
© 1999-2022 RingCentral, Inc. All rights reserved.
Thanks!
We've sent you a link, please check your phone!
Please allow a full minute between phone number submissions.
There was an issue with SMS sending. Please try again. If the issue persists, please contact support.