.png?sv=2022-11-02&spr=https&st=2025-04-28T15%3A15%3A06Z&se=2025-04-28T15%3A25%3A06Z&sr=c&sp=r&sig=4yZ7HbjylxmqHQPJVcjYf7WlcNnTSO8VldobOqL3uf8%3D){kind=logo}
Agent Attempt
- DarkLight
Agent Attempt
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
Agent Attempt report shows the count of various Outcomes for all calls handled by the selected agents for the selected filter criteria. Go to Report List > Agent Attempt to view report parameters.
To view reports:
Select Time Period from Today, Yesterday, This Week, This Month and Custom. If you select Custom, select the Start Date and End Date.
Note:
The database is updated at 15-minute intervals, at -00 -15, -30, -45 every hour. If you select any in-between time (say 3:35pm) as the To date for your Summary report, the populated report does not contain data for the time 3:30:01 to 3:44:59 (in HH:MM:SS).
Select the Channel type from Voice, SMS or Email.
Select the Filter Criteria. For more information, see Report Filter Criteria.
Click Show Records to populate the report.
Click Export to export the contents of the report into an Excel (xlsx) or CSV file. By default, the report is exported as XLSX.
Fields
Report displays the following parameters:
Fields | Description |
|---|---|
CampaignID | Campaign for which this report is generated. |
Agent_ID | Agent ID of the agent who handled this call. |
Agent_Name | Name of the agent who handled this call. |
Agent_LoginName | Username that the agent uses to log in. |
Agent_Connect | Number of calls connected to the selected agent. |
RPC | Number of calls with Right Party Connect (RPC) outcome. |
Success_BusinessOutcome | Number of calls with a successful Business Outcome. |
Failure_BusinessOutcome | Number of calls with a failed business outcome. |
Success_VoiceOutcome | Number of calls with a successful voice (telephony) outcome. |
Failure_VoiceOutcome | Number of calls with a failed voice (telephony) outcome. |
Personal_Callback_Registered | Number of personal callbacks registered. |
Regular_Callback_Registered | Number of (normal) callbacks registered. |
Personal_Callback_Attempts | Number of personal callbacks dialed out. |
Regular_Callback_Attempts | Number of (normal) callbacks dialed out. |
Dialout | Total number of dialouts by the agent. |
Was this article helpful?