This report summarizes the overall call center performance that are necessary for a leadership view.

Call Count - Split

Outbound Call Count: Number of outbound calls made.

Dialer Calls: Number of calls offered to the agents through various dialers (preview, predictive & progressive).

Manual Call Count: Number of calls manually dialed by the agents.

Scheduled Callback Count: Number of calls scheduled for callback by agents/supervisors.

Connected Call Split

Customer Not Connected: Number of calls in which customer has not connected.
Customer Connected: Number of calls in which the customer has connected.
Customer and Agent Connected: Number of calls in which both the customer and agent have connected.
Abandon Calls: Number of calls in which the customer connected but the agent did not.

Not Connected Calls - Reason Split

Conversation Completion status: This refers to the status of the call after the called is disconnected (Agent declined, Call complete, Customer invalid number, etc).
Call Count: Number of calls.

Product vs. Call Taken

Call Disposition Plan ID: The product for which the disposition plan is there.
Number of Calls Taken: Number of calls in which both customer and agent was connected.
User Manager: Name of the Team Lead / User Manager.

Disposition vs. Call Taken

Call Disposition: Call disposition form/ACW will come on the call disposition screen which is filled by the agent to note the intent of the customer.
Number of Calls Taken: Number of calls in which both customer and agent was connected.

Call Count Trend
Call Count: Number of calls.
Date: Refers to the call start time interval.