Outbound Call Stats on Customview

[Hillheader]

I am fairly new to Customview so please bear with me if my questions are not phrased appropriately.

Does the Agent.num_obnd_pred field include only hits delivered to the Teleset or attempts made to deliver to the teleset?

Does the count revert to zero when the agent signs off?

Is there a way (in a table) to show only actual contacts?

Regards and thanks in advance

 

[arznrchrd]

The total number of outbound predictive calls handled by this agent since the agent signed on to a TeleSet. I believe this is a daily counter. Resets after each day. Use the agent table to get at the data. In order to get actual contacts, you would need to define what a contact is. If the person is not home, it would not be a contact. More or less it would be a reschedule. You would need disposition codes for every call that the agent would need to select. From this, you would be able to calculate how many contacts there were. If you are using CTI, this would be easy. If you are not using CTI, you would have to use a datascript to define when the agent would select a disposition, etc. CTI would be the best option since you have a lot more flexibility.