Talk Reporting dashboard Total Calls do not match Calls Accepted by agents Follow

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    Linda

    Hi , then how about outbound calls? If we want to know how many outbound calls were accepted, which metric should we follow ?

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    Stephen Fusco

    Hello Linda, 

    I see you already have a couple tickets open with us on talk reporting so if you need any help on your specific reports our agents would be happy to help there. 

    To answer your question generally though, there is no metric that tracks accepted outbound calls exactly but there are ways to get close. The best way to get this would probably be to use the metric # Outbound Calls and then applying a numeric range filter to that for "Total Talk Time greater than 0" 

    This indicates that the customer was connected with an agent and so can be used to track accepted calls. 

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