Hi all,

We want to clearly track how often agents make calls.
However, there are different metrics (with no clear definitions) and various usage scenarios.
Agents can make calls on behalf of the queue-where can I find this information? O
r, they can make calls using their workphone (the agent's personal professional number).

Can someone explain where I can see this in the statistics and what the meanings are for Dialing, Contacting, and Outbound?

Thank you!

Kr,

Ruud

Hello Ruud,

I believe you may want to check out this Resource Center article that has our Metric definitions.

Hi all,

We want to clearly track how often agents make calls.
However, there are different metrics (with no clear definitions) and various usage scenarios.
Agents can make calls on behalf of the queue-where can I find this information? O
r, they can make calls using their workphone (the agent's personal professional number).

Can someone explain where I can see this in the statistics and what the meanings are for Dialing, Contacting, and Outbound?

Thank you!

Kr,

Ruud

Hi Jason,

Thanks but this is exactly why asked the questions here. It's not explained in the Resource Center : https://help.mypurecloud.com/articles/metric-definitions/

Hello Ruud,

I believe you may want to check out this Resource Center article that has our Metric definitions.

Hi all,

We want to clearly track how often agents make calls.
However, there are different metrics (with no clear definitions) and various usage scenarios.
Agents can make calls on behalf of the queue-where can I find this information? O
r, they can make calls using their workphone (the agent's personal professional number).

Can someone explain where I can see this in the statistics and what the meanings are for Dialing, Contacting, and Outbound?

Thank you!

Kr,

Ruud

Hi Ruud,

The column Outbound: This metric represents the number of outbound interactions placed on behalf of queue.
If you then filtered the interactions to show direction as outbound, you can compare the handled interactions compared to the outbound on behalf of queue interactions

So in the above scenario three outbound interactions were handled and two of these were on behalf of a Queue, so one was direct dialed without the queue.

Hope this helps

Hi Jason,

Thanks but this is exactly why asked the questions here. It's not explained in the Resource Center : https://help.mypurecloud.com/articles/metric-definitions/

Hello Ruud,

I believe you may want to check out this Resource Center article that has our Metric definitions.

Hi all,

We want to clearly track how often agents make calls.
However, there are different metrics (with no clear definitions) and various usage scenarios.
Agents can make calls on behalf of the queue-where can I find this information? O
r, they can make calls using their workphone (the agent's personal professional number).

Can someone explain where I can see this in the statistics and what the meanings are for Dialing, Contacting, and Outbound?

Thank you!

Kr,

Ruud

Hello Samuel,

Thanks for the confirmation that Outbound = only on behalf of the queue.

For example, for this one: So 52 on behalf of the queue, 2 transfers = sum of handled calls. But, for instance, if the WorkPhone is used instead of 'on behalf of a queue' or a transfer, this will result in a higher delta between handled calls and Outbound + transfers?

We are really keen on finding a metric that illustrates the Outbound calls on behalf of the WorkPhone and not the Queue.

Hi Ruud,

The column Outbound: This metric represents the number of outbound interactions placed on behalf of queue.
If you then filtered the interactions to show direction as outbound, you can compare the handled interactions compared to the outbound on behalf of queue interactions

So in the above scenario three outbound interactions were handled and two of these were on behalf of a Queue, so one was direct dialed without the queue.

Hope this helps

Hi Jason,

Thanks but this is exactly why asked the questions here. It's not explained in the Resource Center : https://help.mypurecloud.com/articles/metric-definitions/

Hello Ruud,

I believe you may want to check out this Resource Center article that has our Metric definitions.

Hi all,

We want to clearly track how often agents make calls.
However, there are different metrics (with no clear definitions) and various usage scenarios.
Agents can make calls on behalf of the queue-where can I find this information? O
r, they can make calls using their workphone (the agent's personal professional number).

Can someone explain where I can see this in the statistics and what the meanings are for Dialing, Contacting, and Outbound?

Thank you!

Kr,

Ruud

Hi Ruud,

I believe that's a coincidence and its just showing that two of the calls were transferred, the transfer column is described as: A measurement of the number of interactions an agent answered in one queue and then transferred.  I believe that it is showing of 54 outbound interactions handled, 52 of them were made on behalf of queue.  It would be better to check the interactions that agent handled and clarify which two were not handled on behalf of the queue.

Hello Samuel,

Thanks for the confirmation that Outbound = only on behalf of the queue.

For example, for this one: So 52 on behalf of the queue, 2 transfers = sum of handled calls. But, for instance, if the WorkPhone is used instead of 'on behalf of a queue' or a transfer, this will result in a higher delta between handled calls and Outbound + transfers?

We are really keen on finding a metric that illustrates the Outbound calls on behalf of the WorkPhone and not the Queue.

Hi Ruud,

The column Outbound: This metric represents the number of outbound interactions placed on behalf of queue.
If you then filtered the interactions to show direction as outbound, you can compare the handled interactions compared to the outbound on behalf of queue interactions

So in the above scenario three outbound interactions were handled and two of these were on behalf of a Queue, so one was direct dialed without the queue.

Hope this helps

Hi Jason,

Thanks but this is exactly why asked the questions here. It's not explained in the Resource Center : https://help.mypurecloud.com/articles/metric-definitions/

Hello Ruud,

I believe you may want to check out this Resource Center article that has our Metric definitions.

Hi all,

We want to clearly track how often agents make calls.
However, there are different metrics (with no clear definitions) and various usage scenarios.
Agents can make calls on behalf of the queue-where can I find this information? O
r, they can make calls using their workphone (the agent's personal professional number).

Can someone explain where I can see this in the statistics and what the meanings are for Dialing, Contacting, and Outbound?

Thank you!

Kr,

Ruud

Hello Samuel,

Thanks for the confirmation that Outbound = only on behalf of the queue.

For example, for this one: So 52 on behalf of the queue, 2 transfers = sum of handled calls. But, for instance, if the WorkPhone is used instead of 'on behalf of a queue' or a transfer, this will result in a higher delta between handled calls and Outbound + transfers?

We are really keen on finding a metric that illustrates the Outbound calls on behalf of the WorkPhone and not the Queue.

Hi Ruud,

The column Outbound: This metric represents the number of outbound interactions placed on behalf of queue.
If you then filtered the interactions to show direction as outbound, you can compare the handled interactions compared to the outbound on behalf of queue interactions

So in the above scenario three outbound interactions were handled and two of these were on behalf of a Queue, so one was direct dialed without the queue.

Hope this helps

Hi Jason,

Thanks but this is exactly why asked the questions here. It's not explained in the Resource Center : https://help.mypurecloud.com/articles/metric-definitions/

Hello Ruud,

I believe you may want to check out this Resource Center article that has our Metric definitions.

Hi all,

We want to clearly track how often agents make calls.
However, there are different metrics (with no clear definitions) and various usage scenarios.
Agents can make calls on behalf of the queue-where can I find this information? O
r, they can make calls using their workphone (the agent's personal professional number).

Can someone explain where I can see this in the statistics and what the meanings are for Dialing, Contacting, and Outbound?

Thank you!

Kr,

Ruud

Hi Ruud,

The column Outbound: This metric represents the number of outbound interactions placed on behalf of queue.
If you then filtered the interactions to show direction as outbound, you can compare the handled interactions compared to the outbound on behalf of queue interactions

So in the above scenario three outbound interactions were handled and two of these were on behalf of a Queue, so one was direct dialed without the queue.

Hope this helps

Hi Jason,

Thanks but this is exactly why asked the questions here. It's not explained in the Resource Center : https://help.mypurecloud.com/articles/metric-definitions/

Hello Ruud,

I believe you may want to check out this Resource Center article that has our Metric definitions.

Hi all,

We want to clearly track how often agents make calls.
However, there are different metrics (with no clear definitions) and various usage scenarios.
Agents can make calls on behalf of the queue-where can I find this information? O
r, they can make calls using their workphone (the agent's personal professional number).

Can someone explain where I can see this in the statistics and what the meanings are for Dialing, Contacting, and Outbound?

Thank you!

Kr,

Ruud