Genesys Cloud - Main

Hi guys,  rookie here.  :-)

What would be a good plain language explanation of the difference between Dialing and Outbound on the reporting options?

These are the textbook definitions but it doesn't really help me much at this time:

Dialing
The number of dialing segments for the agent and interval.

Outbound    
This metric represents the number of outbound interactions placed on behalf of queue.

My organization does not do any type of outbound dialer campaigns. 

Thank you,
Tracee

#Reporting/Analytics

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Tracee Baddley
U.S. Xpress Enterprises
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When a call is made by the Dialer or an Agent, it has several sub-segments (called states) on the external segment.   For a complete list of conversations states, look here:  Conversation Data Model (genesys.cloud)

You will see this: 

dialing: The participant is performing an outbound call and is currently dialing and waiting for the other party to pick up. For agent participants, this time is captured by the tDialing metric

Now, Outbound is a direction on the external participant to denote if it was inbound or outbound.   

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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