Use AI outbound statistics to query historical AI outbound task statistics
1. View the data
View all data
View specified agent group data
(Click on the agent group name to view data for the specified agent group)
2. Data item explain
|
Item |
Explain |
| Attempts | Completion | Answered | Attempts: The total number of dialing attempts Completed: The quantity of numbers that have been connected or completed all attempts Answered : The total number of calls answered by users |
| Answer(numbers)% | Answer(attempts)% | Answer(numbers) %: number of calls answered by users ÷ numbers Answer(attempts)%: number of calls answered by users÷ attempts |
| Transfer | Transfer% | Transfer : The total number of calls transferred to the queue wait for agents Transfer%: number of calls transferred to the waiting queue for agents ÷ total number of calls answered by users. |
| Loss | Loss% | Loss%: The number of calls abandoned ÷ the number of calls transferred to the queue Loss: The number of calls transferred to the queue but abandoned befer being answered by agents |
| AVG Wait(sec) | User total wait time ÷ Total calls |
| ASA(sec) | Total time for users to wait agent ÷ Total number of calls agent answered |
| AVG Talk(sec) | Total talk time of agents ÷ Total number of calls agent answered |
| AVG ACW(sec) | Total after-call work time of agents ÷Total number of calls agent answeredanswered |
| AVG Handle(sec) | Total handling time ÷Total number of calls, where handling time = answer time + talk time + after-call work time |
| Reviews/Satisfaction% |