Station and Agent Outbound Summary

The Agent Outbound Summary report is an Agent Summary report. This means that the report will display one line per agent selected and displays a summary of their various outbound call statistics.

It's important to know that in situations where the calling agent is logged into multiple skills simultaneously, Chronicall will not be able to distinguish which outbound calls belong to which skills. 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 the call is being made.

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Column Descriptions

Agent

This column shows the names of the selected users in alphabetical order.

Total Calls

This column shows the total number of outbound calls associated with the given station/agent.

Total Call Duration

This column shows the total duration of all outbound calls made by the given station/agent. Call duration is the entire duration of the call from the beginning to end.

Total Dialing Duration

This column shows the combined total duration of all outbound dialing events associated with the given station/agent.

Avg Dialing Duration

This column shows the average duration of all outbound dialing events associated with the given station/agent.

Total Talking Duration

This column shows the combined total duration of all outbound talking events associated with the given station/agent.

Avg Talking Duration

This column shows the average duration of all outbound talking events associated with the given station/agent.