Outbound Details is a detailed report with essential outbound call details. It does not include calls that fail to reach the end destination. It includes Scheduled Dialouts calls but not callbacks.

Note Call Date: The Date and Time of the outbound call. This is the time the caller connected with the end destination.

Parameters

• From: Start date; can include date and time in the format 06/30/2020 09:00
• To: End date; can include date and time in the format 06/30/2020 17:00
• Teams: A list of all Teams. Selecting a Team auto-selects all Agents within that Team. Agents can be removed from the report in the Agents section.
• Agents: A list of all Agents.
• Include non-active Agents: Adds all deleted Agents to the list.
• Send To: Emails report in PDF format to any address entered here.
• Time Zone: The data contained in the report will reflect values based on this time zone.

PDF

• Call Start Date: The date and time the Agent initiated the Outbound call.
• Agent: The full name of the Agent who made the outbound call.
• User Name: The user name of the Agent who made the outbound call.
• Destination: The number that the Agent dialed.
• Call Answer Date: The date and time the call was answered by the recipient of the call.
• Queue: The queue used if the call was a scheduled dialout only.
• Ring Time: The ring time of the leg to the end destination.
• Talk Time: The time when the Agent was connected to the end destination. This time includes the time when an Agent had a call on hold.
• Duration: The time the Agent spent of the call. This is Talk Time added to Ring Time.
• Total Time: The total amount of time that the Agent spent on an outbound call. It is the time between the Agent answering their phone and the call’s completion. Calculated from the Talk Time + Ring Time.
• Wrapup Time: The amount of time the Agent spent in the Wrap-Up status.
• Caller Type: A Classification field.
• Claim: A Classification field.
• Account: A Classification field.
• Provider: A Classification field.
• Subject: A Classification field.
• Sub Subject: A Classification field.
• Sub Subject Details: A Classification field.
• Resolution: A Classification field.
• Notes: A Classification field.

CSV

• Call Start Date: The date and time the Agent initiated the Outbound call.
• Agent: The full name of the Agent who made the outbound call.
• User Name: The user name of the Agent who made the outbound call.
• Destination: The number that the Agent dialed.
• Call Answer Date: The date and time the call was answered by the recipient of the call.
• Queue ID: The unique queue identifier for the queue if the call was a scheduled dialout only.
• Queue Name: The queue used if the call was a scheduled dialout only.
• Agent Ring Time: The amount of time the Agent's phone rang before they answered.
• Callee Ring Time: The amount of time the callee's phone rang before they answered.
• Talk Time: The time when the Agent was connected to the end destination. This time includes the time when an Agent had a call on hold.
• Ring Time: The ring time of the leg to the end destination.
• Duration: The time the Agent spent of the call. This is Talk Time added to Ring Time.
• Seconds in Wrapup The amount of time the Agent spent in the Wrap-Up status in seconds.
• Caller Type: A Classification field.
• Claim: A Classification field.
• Account: A Classification field.
• Provider: A Classification field.
• Subject: A Classification field.
• Sub Subject: A Classification field.
• Sub Subject Details: A Classification field.
• Resolution: A Classification field.
• Notes: A Classification field.