Engage Voice | Scheduled Reports: Outbound reports

Table of contents

Notice

Scheduled Reports is discontinued for customers onboarded after October 18, 2021. Historical analytics (Historical reports and Historical dashboards) is available to all new customers. Click here to learn more.

Global Dials report

The Global Dials report provides dial information across all available accounts, with each account broken down in individual sections. The report presents each of the possible Dial Results, followed by the Dial Count for that result, and the percentage of all calls this represents. The bottom row of each section lists the total for that section.
  • No Answer: Number of calls not answered.
  • Congestion: Number of calls unable to reach the intended destination.
  • Machine: Number of calls detected as voicemail or answering machines by the system.
  • Inbound-Callback: Number of calls returned to inbound callers using the ACD Callback option.
  • APP-DNC/APP-Queue: The called party on the outbound abandoned call asked the automated app to place them in the DNC or Queue status respectively.
  • Answer: Number of calls answered by a live person.
  • Inbound-Abandon: Inbound calls that matched a lead on the campaign and that were sent to an abandoned queue.
  • Abandon: Number of calls answered but disconnected before reaching an agent.
  • Intercept: Number of calls reported to our system as invalid numbers.
  • Busy: Number of calls returned as busy.
  • Manual-Pass: Number of calls entered as a manual pass by the agent.
  • Inbound: Inbound calls that matched a lead on the campaign and that were sent to an agent.

Agent Campaign Disposition

The Agent Campaign Disposition report provides agent dispositions for campaigns and may be formatted differently depending on the Group By setting you select. When grouped by Agent Account, the report will also indicate the agent for each section, and when grouped by Agent Login, will display the login time and agent’s phone number or SIP address.
  • Campaign ID and Name: Identifiers for the campaign in that section.
  • Agent Disposition: Name of the disposition for that row.
  • Complete: Indicates if this disposition marked the lead as complete.
  • Calls: The number of calls set with this disposition.
  • %: Percent of total calls in this section set with this disposition.

Dialer Result Download

The Dialer Result Download report provides data on all calls matching the selected search criteria.
  • CallID: The unique identifier for this call.
  • ID: External ID field from the lead.
  • Campaign _ID: Identification number of the campaign placing the call.
  • Campaign_name: Name of the campaign placing the call.
  • Country_name: Country of the phone number being called.
  • Lead_phone: Phone number of the lead being called.
  • Lead_state: Current state of the lead when the report was run.
  • Timezone: The timezone for the lead, based on the area code.
  • Title: Title for the lead.
  • First_name - Zip: Name and address information for the lead (if available).
  • Lead_passes: Total number of passes (calls) to the lead.
  • Pass_disposition: System disposition for this call.
  • Agent_disposition: Disposition entered by the agent for the call.
  • Call_start: Date/time stamp for the beginning of the outbound call.
  • Duration: Length (in seconds) of the call.
  • Agent_notes: Notes entered by the agent for the call.
  • Agent_id: Identification number of the agent who took the call.
  • External_agent_id: External ID number for the agent as configured in the agent configuration.
  • Username: Username of the agent.
  • Agent_first_name: First name of the agent.
  • Agent_last_name: Last name of the agent.
  • Loaded_caller_id: Caller ID assigned for the outbound call to this lead (if entered).
  • On_hold: Duration (in seconds) the call was placed on hold by the agent.
  • Dial_type: Originating dial type of the call.
  • Billing_code: Billing code from the lead.
  • Aux_data1 through Aux_data5: Auxiliary data from the lead.
  • Upload_date: Upload date for a lead list. Note: If leads are added to an existing list, later on the upload date will still reflect the original upload date for the list, not the date the new leads were added.
  • List_state: The state for the lead list.
  • List_desc: A description of the lead list.
  • Term_session: Attempts to determine which party ended the call.
  • Recording_URL: Address to access the recording of the call.
  • Email: Email address for the lead.
  • Live_answer_message: Field from the lead, an audio file to be played on live answer of power dial.
  • Mach_answer_message: Field from the lead, an audio file to be played if machine answer is detected.
  • Int_prefix: The international prefix that was prepended to a lead number for international dialing.
  • Int_dest: Country destination for an international call.
  • Int_cost: Cost calculated for international call.
  • Transfer_phone: The phone number the call was transferred to.
  • Transfer_disp: The disposition of the transferred call.
  • Transfer_duration: The amount of time (in seconds) the call was connected to the transfer destination.
  • Transfer_type: The type of transfer (such as warm or cold) that occurred when the system transferred a connected lead.
  • Speed_to_lead_first_pass: The amount of time that passed between a lead first being loaded into the system and when the first attempt was made to dial the lead.
  • Speed_to_lead_agent_conn: The amount of time that passed between a lead first being loaded into the system and when the lead was connected to an agent.
  • Dial_duration: The amount of time the call spent dialing the destination (in seconds).
  • Agent_wait_time: The amount of time the agent spent waiting to be connected to the call.
  • Agent_wrap_time: The amount of time the agent spends pending disposition after a call.
  • Transfer_dial_duration: Time (in seconds) the call was dialing to the transfer destination.
  • Dial_group_id: The unique identifier for the dial group.
  • Dial_group_name: The name of the dial group.

Hourly Agent Disposition by Campaign Report

This report shows the hourly agent dispositions per campaign. This report is broken with a section for each campaign, followed by a row for each disposition used and columns for each hour of the day, containing the number of calls for the given disposition, and the percent of total calls for that hour. The bottom line of each row will display the total number of calls for that hour. 
  • Start Date: Enter specific start date to report.
  • End Date: Enter specific end date to report.
  • Dial Group: Select a specific dial group to narrow the report.
  • Campaign: Select a specific Campaign, or --ALL--.
  • […] button with ellipses: Click this to select multiple campaigns.

Hourly Dialer Disposition

The Hourly Dialer Disposition report summarizes the dialing results for all campaigns included in the report, broken down by hour. Later sections of the report provide the same data for each individual campaign for each hour dials were made. Possible dialer dispositions are broken out in individual columns followed by the percent of the total dials represented by this disposition.
  • Hour: Lists the hour for the information contained in the row.
  • Total Passes: Total dial attempts for this row.
  • Answer: Number of calls answered by a live person and connected to an agent.
  • No Answer: Number of calls not answered by a person or machine.
  • Busy: Number of calls reported as busy at the destination.
  • Machine: Number of calls answered and determined to be an answering machine or voicemail by the system.
  • Intercept: Number of calls reported as intercept by the destination. Generally indicates disconnected or otherwise bad number.
  • Abandon: Number of calls answered by a live person and disconnected before reaching an agent.
  • Other: Number of calls reporting results not applicable to the other categories.

Outbound Overview

The Outbound Overview report provides data on all campaigns or lists, with each campaign or list broken down into sections below. Each section identifies the Total Dials, Talk Time, and “Connected” Abandon rate for that campaign or list. The calls will then be broken down by Dialer Disposition, Answer/Manual-Pass broken down further by Agent Disposition, with each reporting the total number and percent of calls in that category.
  • Abandon: Number of calls answered but disconnected before reaching an agent.
  • Busy: Number of calls returned as busy.
  • Congestion: Number of calls unable to reach the intended destination.
  • Inbound-Callback: Number of calls returned to inbound callers using the ACD Callback option.
  • Intercept: Number of calls reported to our system as invalid numbers.
  • Machine: Number of calls detected as voicemail or answering machines by the system.
  • No Answer: Number of calls not answered.
  • Answer/Manual-Pass: Number of calls answered by a live person or entered as a manual pass by the agent.

Outbound Performance

The Outbound Performance report provides an overview of outbound performance and contains subsequent sections broken down according to the selections you made for the Group By and Sub Group inputs.

All campaigns

  • Total Success: Number of calls dispositioned as success.
  • Avg Success Per Hour: Average number of success calls per hour of agent login time.
  • Total Completes: Number of calls dispositioned as complete via agent disposition.
  • Avg Completes per Hour: Average number of complete calls per hour of agent login time.
  • Total Contacts: Number of calls successfully connected to the lead.
  • Avg Contacts per Hour: Average number of connected calls per hour of agent login time.
  • Total Dials: Total number of dials made.
  • Avg Dials Per Hour: Average number of dials made per hour of agent login time.
  • Total Login Hours: Total number of hours agents were logged in.

Individual campaign sections

  • Login Hours: Total number of agent login hours for this section.
  • Talk Time: Total time (in minutes) agents were connected to leads.
  • Success: Number of leads dispositioned as success.
  • Success/hr: Average number of success calls per hour of agent login time.
  • Completes: Number of calls dispositioned as complete.
  • Completes/hr: Average number of complete calls per hour of agent login time.
  • Contacts: Number of calls successfully connected to the lead.
  • Contacts/hr: Average number of connected calls per hour of agent login time.
  • Dials: Total number of dials made for this row.
  • Dials/hr: Average number of dials made per hour of agent login time.
  • Dials%: Percent of dials for this campaign compared to the entire dial group.
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