Outcomes and Costs Widgets

You can use the Outcomes and Costs widgets of the voice monitor dashboard to view the outcome of calls and associated service costs for the current day. In addition, you can use the Outcomes widget to view real-time reports for the current day and month.

These widgets are available at the service level.
For information about how to access the voice monitor dashboard for a given level, see Monitoring Statistics and Metrics.

Outcome Statistics

The following table describes the statistics that appear on the Outcomes widget.

Statistic	Description
Connected	Number of calls that are connected to a live party or a machine (for example, answering machine).
Transferred	Number of calls that are presented to the service for routing to agents.
Did not connect	Number of calls that terminated without a connection.
RPC	Number of calls in which an agent connected with the intended person (right party) per hour.

Cost Statistics

The following table describes the statistics that appear on the Costs widget.

Statistic	Description
Today's Connected	Minutes of calls that are connected to a live party (not an agent) or a machine for the current day, along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is not included.
Today's With Agent	Minutes of calls that are handled by agents (from start to finish) for the current day, along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is included.
Total's Today	Minutes of calls for the current day, along with the total charge for the minutes in U.S. dollars. Each call attempt is charged.
MTD's Connected	Minutes of calls that are connected to a live party (not an agent) or a machine for the current month (until the current time), along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is not included.
MTD's With Agent	Minutes of calls that are handled by agents (from start to finish) for the current month (until the current time), along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is included.
Total's MTD	Minutes of calls for the current month (until the current time), along with the total charge for the minutes in U.S. dollars. Each call attempt is charged.

Real-Time Report

On the Outcomes widget, you can view the real-time report for the current day (until the current time) and the current month (until the current time) by clicking Today and MTD, respectively.

The following tables describe the data that appear in the various sections of the Today window or the MTD window.

You can export the report to a CSV file, Microsoft Excel workbook, or a PDF file by using the corresponding options in the window.

Summary Section

Data	Description
Client	Name of your organization.
Call Center	Name of the call center for which you are viewing the report.
Report Date	Date and time when you clicked the Today or MTD link.
Service	Name of the service for which you are viewing the report.
Dates	Period for which you are viewing the report (that is, current day or current month).
Connected	Number of calls that were connected, including the following data: Live Answer: Number of calls that were answered by agents (live). Automated Answer: Number of calls that were answered by an answering machine (automated).
Not Connected	Number of calls that were not connected to agents. Some of the reasons for this data are but not limited to a busy tone, an invalid phone number, or an unanswered call.
Successful Operator Xfer	Number of calls that were connected to agents, including the following data: Percentage of all calls that were available for transfer and connected to agents. Average duration of calls that were connected to agents, in seconds.

Outcomes Section

Data	Description
Category	Categories of calls, such as the following: Left Message: Calls where a message was left. Not Made: Calls that were not attempted. Some of the reasons for this category are but not limited to a duplicate call, an invalid phone number, or the Do Not Call (DNC) list. Operator Transfer: Calls that initiated an agent transfer. For information about the categories, see Real-Time Report (RTR).
Totals	Number of calls in a category.
% Of Total Calls	Percentage of calls in a category.
Avg Call Length	Average duration of calls in a category.

Charges Section

Data	Description
Connected Calls	Minutes of calls that are connected for the period for which you are viewing the report (current day or month), along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is not included.
Operator Xfer	Minutes of calls that are handled by agents (from start to finish) for the period for which you are viewing the report (current day or month), along with the total charge for the minutes in U.S. dollars. The time taken to transfer the call to an operator is included.
Totals	Sum of the minutes of connected calls and the calls that are handled by agents for the period for which you are viewing the report (current day or month), along with the total charge for the minutes in U.S. dollars. Each call attempt is charged.

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