Outbound

This measure group contains measures built from vFACT_TASKDETAILS data and reused measures of this group.

info

Main focus is on measuring outgoing campaign calls from a dialler or agents related to a campaign.

The entire data is filtered with an additional FILTER([direction] = "outdial") and FILTER([isCampaign] = 1).

DAX formulas and expressions are displayed in a user-friendly format.

IVR OB Escalated to Queue = CALCULATE([Outbound Success Count], FILTER([outdialType] = "IVR_PROGRESSIVE" || [outdialType] = "IVR_PREDICTIVE"), FILTER([lastQueueId] > 0))

IVR OB Escalation Answered = CALCULATE([IVR OB Escalated to Queue], FILTER([isContactHandled] = 1))

IVR OB Escalation Answered (%) = [IVR OB Escalation Answered] / [IVR OB Escalated to Queue]

IVR OB Escalation Unanswered = CALCULATE([IVR OB Escalated to Queue], FILTER([isContactHandled] = 0))

IVR OB Escalation Unanswered (%) = [IVR OB Escalation Unanswered] / [IVR OB Escalated to Queue]

OB Failed: ABANDONED = CALCULATE([Outbound Failure Count], FILTER([cpaStatus] = "ABANDONED"))

OB Failed: ABANDONED (%) = [OB Failed: ABANDONED] / [Total Outbound Contacts]

OB Failed: AGENT ENDS = CALCULATE([Outbound Failure Count], FILTER([outdialType] = "PREVIEW_CAMPAIGN"), FILTER([terminatingEnd] = "Agent"))

OB Failed: AGENT ENDS (%) = [OB Failed: AGENT ENDS] / [Total Outbound Contacts]

OB Failed: ANSWERING MACHINE = CALCULATE([Outbound Failure Count], FILTER([cpaStatus] = "AMD"))

OB Failed: ANSWERING MACHINE (%) = [OB Failed: ANSWERING MACHINE] / [Total Outbound Contacts]

OB Failed: CUSTOMER BUSY = CALCULATE([Outbound Failure Count], FILTER([cpaStatus] = "CUSTOMER_BUSY"))

OB Failed: CUSTOMER BUSY (%) = [OB Failed: CUSTOMER BUSY] / [Total Outbound Contacts]

OB Failed: CUSTOMER LEFT = CALCULATE([Outbound Failure Count], FILTER([cpaStatus] = "CUSTOMER_LEFT"))

OB Failed: CUSTOMER LEFT (%) = [OB Failed: CUSTOMER LEFT] / [Total Outbound Contacts]

OB Failed: CUSTOMER UNAVAILABLE = CALCULATE([Outbound Failure Count], FILTER([cpaStatus] = "CUSTOMER_UNAVAILABLE"))

OB Failed: CUSTOMER UNAVAILABLE (%) = [OB Failed: CUSTOMER UNAVAILABLE] / [Total Outbound Contacts]

OB Failed: FAX = CALCULATE([Outbound Failure Count], FILTER([cpaStatus] = "FAX"))

OB Failed: FAX (%) = [OB Failed: FAX] / [Total Outbound Contacts]

OB Failed: INVALID NUMBER = CALCULATE([Outbound Failure Count], FILTER([cpaStatus] = "INVALID_NUMBER"))

OB Failed: INVALID NUMBER (%) = [OB Failed: INVALID NUMBER] / [Total Outbound Contacts]

OB Failed: NO AGENT = CALCULATE([Outbound Failure Count], FILTER([outdialType] = "PREVIEW_CAMPAIGN"), FILTER([terminatingEnd] = "System"))

OB Failed: NO AGENT (%) = [OB Failed: NO AGENT] / [Total Outbound Contacts]

OB Failed: NO ANSWER CUSTOMER = CALCULATE([Outbound Failure Count], FILTER([cpaStatus] = "NO_ANSWER_CUSTOMER"))

OB Failed: NO ANSWER CUSTOMER (%) = [OB Failed: NO ANSWER CUSTOMER] / [Total Outbound Contacts]

OB Failed: OTHER = [Outbound Failure Count] - [OB Failed: ABANDONED] - [OB Failed: AGENT ENDS] - [OB Failed: ANSWERING MACHINE] - [OB Failed: CUSTOMER BUSY] - [OB Failed: CUSTOMER LEFT] - [OB Failed: CUSTOMER UNAVAILABLE] - [OB Failed: FAX] - [OB Failed: INVALID NUMBER] - [OB Failed: NO AGENT] - [OB Failed: NO ANSWER CUSTOMER] - [OB Failed: SYSTEM ABANDONED]

OB Failed: OTHER (%) = [OB Failed: OTHER] / [Total Outbound Contacts]

OB Failed: SYSTEM ABANDONED = CALCULATE([Outbound Failure Count], FILTER([cpaStatus] = "SYSTEM_ABANDONED"))

OB Failed: SYSTEM ABANDONED (%) = [OB Failed: SYSTEM ABANDONED] / [Total Outbound Contacts]

Outbound Avg Handle Time = Format [Outbound Avg Handle Time (s)] in hh:mm:ss 

Outbound Avg Handle Time (s) = [Outbound Handle Time (s)] / [Outbound Handled]

Outbound Avg Hold Time = Format [Outbound Avg Hold Time (s)] in hh:mm:ss 

Outbound Avg Hold Time (s) = [Outbound Hold Time (s)] / [Outbound Handled]

Outbound Avg Talk Time = Format [Outbound Avg Talk Time (s)] in hh:mm:ss 

Outbound Avg Talk Time (s) = [Outbound Talk Time (s)] / [Outbound Handled]

Outbound Avg Wrapup Time = Format [Outbound Avg Wrapup Time (s)] in hh:mm:ss 

Outbound Avg Wrapup Time (s) = [Outbound Wrapup Time (s)] / [Outbound Handled]

Outbound Failure Count = SUM([OutboundFailure])

Outbound Failure Rate (%) = [Outbound Failure Count] / [Total Outbound Contacts]

Outbound Handle Time = Format [Outbound Handle Time (s)] in hh:mm:ss 

Outbound Handle Time (s) = [Outbound Talk Time (s)] + [Outbound Hold Time (s)] + [Outbound Wrapup Time (s)]

Outbound Handled = CALCULATE([Total Outbound Contacts], FILTER([isContactHandled] = 1))

Outbound Hold Time = Format [Outbound Hold Time (s)] in hh:mm:ss 

Outbound Hold Time (s) = CALCULATE(sum([holdDuration]) / 1000, FILTER([isCampaign] = 1), FILTER([endedDateId] > 0))

Outbound Incomplete = SUM([OutboundIncomplete])

Outbound Max. Handle Time = Format [Outbound Max. Handle Time (s)] in hh:mm:ss

Outbound Max. Handle Time (s) = CALCULATE(max([handleTime]) / 1000, FILTER([isCampaign] = 1), FILTER([endedDateId] > 0))

Outbound Max. Hold Time = Format [Outbound Max. Hold Time (s)] in hh:mm:ss 

Outbound Max. Hold Time (s) = CALCULATE(max([holdDuration]) / 1000, FILTER([isCampaign] = 1), FILTER([endedDateId] > 0))

Outbound Max. Talk Time = Format [Outbound Max. Talk Time (s)] in hh:mm:ss 

Outbound Max. Talk Time (s) = CALCULATE(max([connectedDuration]) / 1000, FILTER([isCampaign] = 1), FILTER([endedDateId] > 0))

Outbound Max. Wrapup Time = Format [Outbound Max. Wrapup Time (s)] in hh:mm:ss 

Outbound Max. Wrapup Time (s) = CALCULATE(max([wrapupDuration]) / 1000, FILTER([isCampaign] = 1), FILTER([endedDateId] > 0))

Outbound Success Count = SUM([OutboundSuccess])

Outbound Success Rate (%) = [Outbound Success Count] / [Total Outbound Contacts]

Outbound Talk Time = Format [Outbound Talk Time (s)] in hh:mm:ss 

Outbound Talk Time (s) = CALCULATE(sum([connectedDuration]) / 1000, FILTER([isCampaign] = 1), FILTER([endedDateId] > 0))

Outbound Wrapup Time = Format [Outbound Wrapup Time (s)] in hh:mm:ss 

Outbound Wrapup Time (s) = CALCULATE(sum([wrapupDuration]) / 1000, FILTER([isCampaign] = 1), FILTER([endedDateId] > 0))

Total Outbound Contacts = [Outbound Incomplete] + [Outbound Success Count] + [Outbound Failure Count]

Total Outbound Contacts (create time) = CALCULATE([Total Outbound Contacts], USERELATIONSHIP('vBRIDGE_TIMEZONE'[DateIntId],[createdDateIntId]))