Station and Agent Outbound Calls
The Station and Agent Outbound Calls report displays a list of outbound calls wherein the selected stations/agents participated.
The Station and Agent Outbound Calls report is a Detailed report. This means that each line on the report will represent one individual call and will provide details for each call. Each line provides a "Call ID." The Call ID is a number that is associated with the call in the Chronicall database. It is a very useful number as once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave/Call Detail View for the same timeframe, paste it in the Quick Search tool (look for the magnifying glass icon in the top left hand corner of Cradle to Grave/Call Detail View), and it will take you directly to the call. This will then allow you to see the detailed events of the call.
This report will display the statistics individually in sub-report fashion. This means that each station/agent will be represented individually by a mini report within the report.
*In situations where the calling station/agent is logged into multiple skill groups simultaneously, Chronicall will not be able to distinguish which outbound calls belong to which skill groups. However, if you have purchased the Agent Desktop module, when making an outbound call, a licensed Agent Desktop agent will be presented the option to select for which skill group the call is being made.
This column shows the Call ID for each call. A Call ID is an ID number that corresponds to the calls within the Chronicall database.
This column shows the phone number that the agent dialed when making the outbound call. This is the phone number of the client receiving the call.
This column shows the amount of time that the station/agent spent dialing for each outbound call
This column shows the combined duration of all talking events on the call
This column shows the entire amount of time between when the call started and ended. This is how long the call lasted
This column shows a check mark if the given call was connected, meaning it was answered by the receiving party; shows blank if the call was not answered
This column shows the date and time that the given call started. (Format: 21 Apr 2011 17:13:37)
Updated about 2 years ago