Outflow

June 25, 2020

OutFlow report helps to track all outbound calls made by agents. With OutFlow, you can gauge potential lead quality, outreach efficiency and the rate at which your team is reaching out to customers. The same data can be segmented

OutFlow  Report Samespace

OutFlow Report Metrics

MetricDescription
TagsProvides additional context to the call.
ConversationsTotal number of outbound conversations.
ConnectedNumber of Connected Calls
FailedNumber of failed calls
AHTAvg. Handling Time (Call Duration + Wrapup)
ACDAvg. time spent by agent on outbound calls
ACWAvg. time spent by agent on post call wrap-up
Avg. HoldAvg. Hold duration for outgoing conversations

You can see outflow report breakdown by agent, date, location and tags.

OutFlow  Report Samespace

On this page

Introduction

OutFlow Report Metrics