ruchika | 2021-10-11 10:56:00 UTC | #1
Can someone please define nOutbound for me , or explain how nOutbound is different from simple outbound calls with tHandle.
jacobshaw | 2021-10-11 15:43:20 UTC | #2
Hi ruchkika Check out the Conversation Aggregate docs here https://developer.genesys.cloud/api/rest/v2/analytics/metrics#aggregate-metrics nOutbound is the number of outbound calls placed on behalf of a queue tHandle is the complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work.
ruchika | 2021-10-12 10:00:05 UTC | #3
Okay, to speak in layman terms, does that mean, caller was in the queue first, and call didn't get connected at that time, but caller got a callback later. and that will be considered under nOutbound?
Jerome.Saint-Marc | 2021-10-19 15:26:01 UTC | #4
Yes, it would be one of the scenario that would count in nOutbound. Customer calls and in the IVR/Architect flow, he is offered a callback. When the callback request is then distributed to the Contact Center Agent, the agent can then initiate a call to the customer (initiating an outbound call on behalf of a queue). That outbound call initiated by the agent counts in nOutbound. It can also be when a Contact Center Agent simply initiates an outbound call to a customer, on behalf of a queue (e.g. checking External Contacts and contacting the customer on his number, or receiving an email from a customer and deciding to call him). It can also be when a customer is contacted as part of an outbound campaign.
So whenever a call is made to an external number, on behalf of a queue (i.e. an ACD outbound call).
Regards,
system | 2021-11-19 15:26:32 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 12319