Dear All Expert 

I can't found  some reporting metrics below  , can any expert can assist ? also would like to know if some metric really can't find in cloud reporting , any other alt method can retrieve those metrics from API ?

Outbound Duration -------------Outbound call duration in that day Sum(call duration) =  3711 sec

No. of Contact --------------------Number of outbound calls, but does not include the number of no-answers = 103

Average Outbound Duration------Outbound Duration/Outbound Count (only pickup) = 3711 sec / 103 

Ringing time  ---------The time from when the respondent's phone starts ringing until it is answered by Inbound call before operator pick up or outbound call before customer pick up = 01:49 

Best Regards

George Lau

Hi George,

Are you wanting this for a queue or an agent.  I think some of these metrics are available in the UI, but might have a different name.
I believe if you filter the views by Direction - Outbound, then all of the metrics displayed will be for outbound. 

Have you checked the available columns for the views you are looking at to check the definitions: View available columns in performance views by category

Dear All Expert 

I can't found  some reporting metrics below  , can any expert can assist ? also would like to know if some metric really can't find in cloud reporting , any other alt method can retrieve those metrics from API ?

Outbound Duration -------------Outbound call duration in that day Sum(call duration) =  3711 sec

No. of Contact --------------------Number of outbound calls, but does not include the number of no-answers = 103

Average Outbound Duration------Outbound Duration/Outbound Count (only pickup) = 3711 sec / 103 

Ringing time  ---------The time from when the respondent's phone starts ringing until it is answered by Inbound call before operator pick up or outbound call before customer pick up = 01:49 

Best Regards

George Lau

Dear Samuel 

thanks for your info , but i still can't find the "outbound duration" and the "no of outbound calls" not include no answer 

would you mind locate it for me 

Many thanks 

Best Regards

George Lau

Hi George,

Are you wanting this for a queue or an agent.  I think some of these metrics are available in the UI, but might have a different name.
I believe if you filter the views by Direction - Outbound, then all of the metrics displayed will be for outbound. 

Have you checked the available columns for the views you are looking at to check the definitions: View available columns in performance views by category

Dear All Expert 

I can't found  some reporting metrics below  , can any expert can assist ? also would like to know if some metric really can't find in cloud reporting , any other alt method can retrieve those metrics from API ?

Outbound Duration -------------Outbound call duration in that day Sum(call duration) =  3711 sec

No. of Contact --------------------Number of outbound calls, but does not include the number of no-answers = 103

Average Outbound Duration------Outbound Duration/Outbound Count (only pickup) = 3711 sec / 103 

Ringing time  ---------The time from when the respondent's phone starts ringing until it is answered by Inbound call before operator pick up or outbound call before customer pick up = 01:49 

Best Regards

George Lau

Hi George,

If filtered by Direction Outbound, then the outbound duration would be the Total Handle, I don't think we have a metric for outbound calls not including no answer for a direct outbound call.  If its a campaign, they you may be able to use the Call Analysis Result column

Dear Samuel 

thanks for your info , but i still can't find the "outbound duration" and the "no of outbound calls" not include no answer 

would you mind locate it for me 

Many thanks 

Best Regards

George Lau

Hi George,

Are you wanting this for a queue or an agent.  I think some of these metrics are available in the UI, but might have a different name.
I believe if you filter the views by Direction - Outbound, then all of the metrics displayed will be for outbound. 

Have you checked the available columns for the views you are looking at to check the definitions: View available columns in performance views by category

Dear All Expert 

I can't found  some reporting metrics below  , can any expert can assist ? also would like to know if some metric really can't find in cloud reporting , any other alt method can retrieve those metrics from API ?

Outbound Duration -------------Outbound call duration in that day Sum(call duration) =  3711 sec

No. of Contact --------------------Number of outbound calls, but does not include the number of no-answers = 103

Average Outbound Duration------Outbound Duration/Outbound Count (only pickup) = 3711 sec / 103 

Ringing time  ---------The time from when the respondent's phone starts ringing until it is answered by Inbound call before operator pick up or outbound call before customer pick up = 01:49 

Best Regards

George Lau