The Outbound - Calls dashboard displays the analytics data of specific Key Performance Indicators (KPIs) of outbound calls. You can use the advanced search option to filter the data related to KPIs. The KPIs are also presented as charts and you can create customized insights by using the charts.
Filtering Data
You can filter the data by using different parameters and view insights according to your selection.
To filter data:
- Go to the Analytics tab and click Outbound - Calls.
Filter the data by using the following filters:
Field | Description |
|---|
| Date Range | Date range to filter KPIs. |
| Transaction Type | Whether the call is inbound or outbound. |
| Campaign Type | Type of the campaign. |
| Call Center Name | Name of the call center to which the agent belongs. |
| Service Name | Name of the service assigned to the agent. |
| Agent Team Name | Name of the agent team. |
| Agent Name | Name of the agent. |
After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.
Viewing KPIs
KPIs allow you to analyze outbound calls. You can set alerts for KPIs so that an email is triggered when the KPI reaches the specified limit.
To view KPIs and set alert for KPIs:
- Go to the Analytics tab and click Customer Care - Calls.
View the following KPIs on the dashboard:
Field | Description |
|---|
| Total Outbound Calls | The number of total outbound calls for the selected date range. |
| Agent RPC % | The percentage of calls in which contact was made with the intended customer (right party contact). |
Average Handle Time (AHT) | The average duration of the interaction with a customer. |
Agent % Productive Time | The percentage of the agent's productive time. |
Agent Conversion % | The percentage of calls that resulted in successful transactions. |
- If you want to set an alert for a KPI, click the bell icon
on the KPI. - Specify when do you want to receive the alert and then click Set Alert.
Exploring Insights
The dashboard displays the call volume, the number of calls made to the intended customers, insights related to conversion trends, and insights related to outcomes.
| Insight | Description |
|---|
| Outbound Calls vs. RPC Trend | Displays insights related to the number of outbound calls and the number of calls made to the right party. |
| RPC % Trend | Displays insights related to the percentage of calls that were made to the intended customers. |
| Conversion % Trend | Displays insights related to calls that resulted in successful transactions. |
| Operator Transfers and Handle Time by Outcome | Displays insights related to the number of calls that were transferred to agents and the handling time of those calls. |
| AHT by Outcome | Displays average handle time of calls corresponding to agent desktops. |
To view further details of the insights by using measures and attributes available in the insight:
- On the insight, click the ellipsis icon (
) and then click Explore from here. - An untitled insight opens.
Customize the insight by dragging and dropping measures and attributes from the data zones.
- For more information about creating and customizing insights, see Create insights.
- For more information about different types of insights, see Insight types.
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