Outbound attempts are exclusive to outbound campaigns and that metric will increment for every attempt made under the campaign regardless of the dialing mode.
Outbound metrics are for outbound conversations on behalf of the queue. These can be calls sourced from callbacks, calls made on behalf of the queue, and preview dials. Preview dials are essentially just callbacks generated via a campaign as far as the data is concerned.
If you want to filter down your outbound metrics to only show your campaign traffic, you can add a campaign filter to the metrics and see if that lowers the outbound value. That will tell you that some of your outbound metrics are not coming from the dialer campaign.
Comparing the interactions view vs. a metric performance view doesn't necessarily assume a 1:1 match.
The most common situation where these views don't match is when conversations span multiple days. If you commonly reschedule your preview dials that can cause a single conversation to span multiple days, those conversations won't show up in an interactions search when searching on the current day if your search doesn't cover the GMT day that conversation started at all. This limitation is further explained here:
https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/#intervalAnother possibility is you're not taking multiple attempts in one conversation into consideration. The interactions view will display conversations as a one line per conversation. If you're comparing the line count of that view with the aggregate total of a performance view, you would be ignoring the possibility of multiple attempts within a single conversation.
If you need some help diving into the actual details of your data, feel free to reach out to support.
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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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