Calls Handled

Outbound Calls

It is the total number of outbound calls handled in the login session.

Outbound Completed Calls

It is the total number of outbound calls completed in the login session.

RPC

It is total number of outbound calls having Right Party Connect (RPC) outcome, for the login session.

Non RPC

It is the total number of outbound calls having Non-Right Party Connect (Non-RPC) outcome for the login session.

Consult Call

It is the total number of outbound consulted calls during the login session.

Conference Call

It is the total number of outbound conference calls during the login session.

RPC Percentage

RPC percentage is the ratio of outbound calls with a Right Party Connect (RPC) outcome to the total outbound calls made.

Non-RPC Percentage

Non-RPC percentage is the ratio of outbound calls with a Non-Right Party Connect (Non-RPC) outcome to the total outbound calls made.

Call Transferred to Agent

It displays the total number of outbound calls transferred during the login session.

External Make Call

It is the total number of outbound calls made to an external number during the login session.

Call Transferred to Queue

It is the total number of outbound calls transferred to different queues during the login session.

Inbound Calls (Blending)

It is the total number of inbound calls handled by a blended agent during the login session.

Direct Outbound Calls

It is the total number of outbound calls directly received from the dialer in the login session.

Indirect Outbound Calls

It is the total number of outbound calls transferred or conferenced to the agent in the login session.