Default Dashboards

Agent Results

A default dashboard showing total durations for each outcome for each outbound campaign.

Agent Results dashboard

Fig. 1 - Agent Results (default dashboard)

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Contains the following widget:

Static report (summary) widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes

Displays the following data items, broken down by

  1. Campaign
  2. User
  3. General Outcome Category Name
  4. User Outcome Name
Label Aggregation method for 'Total' line Description
On Hold Duration - Total Sum Total time in 'on hold' state, during this session.
Connected Duration - Total Sum Total time in 'connected to user' state (in direct conversation between the customer and a user).
Talking Duration - Total Sum The duration between Agent Connect [AC] and Call Disconnect [CD] events
On Mute Duration - Total Sum Total time in 'muted' state (for one or more parties), during this session.