Outbound Agent Category

The Outbound Agent Category report allows you to report on an agent's effectiveness.

This report allows you to compare lead outcomes (dispositions) delivered by an agent againts the time taken to achieve those outcomes.

The column 'Average Per Hour' is particularly useful as it allows you to compare agents.

Intended Use

A quick metric on an Outbound Agent's effectiveness.

Details

Your sales team will generally have 1 or more dispositions which are the critical outcomes that you are trying to achieve.

This report is all about measuring how long each of your team members takes on average to achieve those critical outcomes (such as a Sale).

This report details:

The report columns are:

From Date
To Date
Agent
Campaign
Allocation
'Disposition|Disposition...' - The report shows a column for each disposition in the category with the no. of leads that achieved the disposition.
Total <Category Name> - the total no. of leads that reach any of the dispositions attached to the category.
Hours - the total hours the agent spent to achieve the outcomes (so time spent in the dialer).
Average Per Hour - the average no. of critical outcomes per hour. e.g. the average no. of sales the agent achieved in per hour.

This report is based on the categorisation of dispositions. Noojee Contact is shipped with a single Category 'Sales' which includes a single disposition 'Sale'.

In can create any number of other categories as explained below.

Setup

This report may require a little work to setup if you want to report on anything other than the built-in category 'Sales'.

If you operate using other dispositions that you want to report on then you will need to setup additional Categories.

Details on setting up a Category can be found here.

Columns

From

To

Agent

Campaign

Allocation

Sale

Total Sales

Hours

Average Per Hour

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