17.18. Outbound Utilization
- PeterF (Deactivated)
Owned by PeterF (Deactivated)
Sept 06, 2016
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Overview
The Outbound Utilization report is similar in concept to the Campaign Session report however it is designed to show utilization for a single extension across a series of days. The utilization report also differs from the Campaign Session report in that it uses the time of the first and last call for a given day to define the 'session' for the purposes of calculating utilization.
Intended Use
The Outbound Utilization report is used by teams which are not using Noojee Campaigner but still want to obtain basic reporting on what calls have been made by a team of people during a defined session.
Filters
- Start Date
- End Date
- Report By: Extension or Agent
- Extension: the set of extensions to report on.
Fields
| Field | Description |
|---|---|
| Date | The date the summary line is for. |
| Total Calls | The total outbound calls made for the day |
| Total Duration | The total time spent on the phone making outbound calls for the day. |
| Average Duration | The average of all outbound calls for the day. |
| Max Duration | The time of the longest outbound call made. |
| Utilization | The percentage of time spent on the phone making outbound calls between the first call of the day and the last call of the day. |
| Avg. Time Off Call | The average time between outbound calls. |
| Total Non-Call Time | The total time not spent making outbound calls between the first and last call of the day. |
| First call | The time that the first call was made on the day. |
| Last call | The time that the last call was made on the day. |
Refer to the Field Glossary for more detailed explaination of each field and how it is derived.
Sample
