Outcome

Shows basic call outcome summary data for the selection criteria specified. This report also generates an accompanying graphical representation of the call outcome data.

Options

Availability	Standard
Select By	Account or Service Number(s), then Date Period options: Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, Custom Range
Viewable in Portal	Yes
Download Options	CSV or Excel
Available to Schedule	Yes
Schedule Frequency	Daily/Weekly/(Monthly/Quarterly) - 'Group By' dependent
Graphs Available	Yes - by default
Timeline Available	No

Output

Column Name	Description	Type
'Group By' is either: Day, Hour or Month	Day - shows totals for each day in the date period specified. Hour - shows totals for each hour in the date/hour period specified. Month - shows totals for each month in the month range specified	Date, Date+Hour or Month/Year
Answered *	The total number of calls answered either by an outdial to the destination number, or by the platform itself	Integer
%	Answered ÷ (Answered + Unanswered + Engaged + Other) x 100	Float
Unanswered *	The total number of calls that went unanswered by an outdial to a destination number	Integer
%	Unanswered ÷ (Answered + Unanswered + Engaged + Other) x 100	Float
Engaged *	The total number of calls that encountered the engaged signal from the destination	Integer
%	Engaged ÷ (Answered + Unanswered + Engaged + Other )x 100	Float
Other *	The total number of calls that encountered a network condition such as Number Unobtainable	Integer
%	Other ÷ (Answered + Unanswered + Engaged + Other) x 100	Float

*An individual call can move through various states - for example, a call may go unanswered by one destination, then be answered by a call attempt to another destination. In this scenario, 'Answered' will be the final status for the call, and will be reflected in the 'Answered' column of this report. Its previous status of 'unanswered' will not be included in the 'Unanswered' column.