Within the Dialer option of Outbound module, you are provided an overview of outbound calls made by Queue with results. The following descriptions outline what is provided in the summary.

  • Queue: Name of the Queue dialed
  • Total Calls: Total number of calls dialed via the outbound queue
  • No Answer: Total number of calls dialed but were not answered
  • Agent Abandon: Total number of calls where the destination disconnected before being connected to an Agent
  • To Agent: Total number of calls where the destination was connected to an Agent
  • Reach Rate: Percentage of dialed calls that were answered by the destination
  • Aband Rate: Percentage of dialed calls that were disconnected by the destination