Nextiva Contact Center: Outbound Reports

Nextiva’s Outbound Reports provide insights into the performance of your outbound campaigns, helping you to optimize strategies, improve lead quality, and maximize agent productivity. These reports offer a wealth of data on failed leads, disposition details, system statuses, and overall campaign effectiveness.

Failed Leads

The Failed Outbound Leads Report provides details on failed leads. The report displays for each column:

Column Header	Description
Name	The name of the list being used.
Campaign	The campaign used to call the lead.
Disposition	The final disposition of the call.
Created At	The time the call started.
Duration	The total duration of the call.
Number	The phone number of the lead.
Last Name	The last name associated with the lead.
Email	The email address associated with the lead.
Zip Code	The zip code associated with the lead.
Timezone	The time zone the phone number of the lead belongs to.

Detail Disposition

The Outbound Detail Disposition Report indicates what happened with that workitem and determines the quality of the leads. For each outbound workitem, the report displays:

Column Header	Description
Name	The name of the list being used.
Campaign	The campaign that the workitem was created under.
Disposition	The final disposition of the workitem.
Created At	The time the workitem started.
Duration	The total duration of the workitem.
From	The From address.
Agent	The name of the agent that handled the workitem.
To	The To address.

NOTE: If there is no agent name listed, the disposition is set by the system.

Detailed

The Outbound Detailed Report is a detailed view of the current system status of each record for the selected list(s). For each outbound workitem, the report displays:

Column Header	Description
Name	The name of the list being used.
Campaign	The campaign that the workitem was created under.
Number	The phone number of the lead.
Last Name	The last name associated with the lead.
Emails	The email addresses associated with the lead.
Zip Code	The zip code the number associated with the lead is in.
Reason	The current system status of the lead.

Dialer Summary

The Outbound Dialer Summary report provides summaries for all the columns below. For each outbound list the report displays:

Column Header	Description
Name	The name of the list being used.
Connected	How many dialer calls connected.
Tenant DNC	How many phone numbers were scrubbed from the local tenant DNC list.
Opt-In	How many phone numbers were opted- in.
Opt-Out	How many phone numbers were opted- out.
ReAssigned	How many phone numbers were reassigned.
Callback	How many phone numbers were set to be Callback from the list.
Personal Callback	How many phone numbers were set to be Personal Callbacks from the list.
Busy	How many phone numbers were Busy.
Busy Remove	How many phone numbers were Busy and removed from the list.
No Answer	How many phone numbers had No Answer.
NA Remove	How many phone numbers had No Answer and were removed from the list.
Answering Machine	How many phone numbers were detected as answering machines.
AM Callback	How many phone numbers were detected as answering machines that were set to Callback.
AM Remove	How many phone numbers were detected as answering machines that were set to Callback and removed from the list.
AM Leave Message Callback	How many phone numbers were detected as answering machines that left a message and were set to Callback.
AM Leave Message Completed	How many phone numbers were detected as answering machines that left a message and were removed from the list.
AM Connect	How many phone numbers were detected as answering machines and were passed to an agent.
Abandon Remove	How many leads were abandoned and removed from the list.
Abandon Callback	How many leads were abandoned and set to Callback.
Abandon IVR Callback	How many leads were abandoned, sent to an IVR, and set to Callback.
Missing From Address	Missing the caller ID. Or missing the phone number to dial.
Error Dialing	How many phone numbers received an error when placing the call.
Unknown Error	How many phone numbers received an unknown error.

This is what the report looks like after being run in Grid View:

This is what the report looks like after being run in Stack Bar View:

List Disposition Summary

The Outbound List Disposition Summary report provides a summary of all the dispositions for each list selected. If no list is selected, the report uses the active lists. For each outbound list, the report displays:

Column Header	Description
Name	The list name.
Disposition 1 Name	Total work items with disposition 1.
Disposition N Name	Total work items with disposition N.

This is what the report looks like after being run in Grid View:

This is what the report looks like after being run in Stack Bar View:

Scrub Summary

The Outbound Scrub Summary Report indicates what the system did with the list of leads that were inserted for the system to contact them via the outbound campaigns (predictive, progressive, quarterback). For each outbound list, the report displays:

Column Header	Description
Name	Name of the list being used.
Scrub Opt-In	How many phone numbers were opted- in.
Scrub Opt-Out	How many phone numbers were opted- out.
Scrub ReAssigned	How many phone numbers were reassigned.
Scrub Tenant DNC	How many phone numbers were scrubbed from the local tenant DNC list by a user or uploaded by an administrator.
Scrub Federal DNC	How many phone numbers were scrubbed from the Federal DNC list.
Scrub Litigator	How many litigator phone numbers were scrubbed from the list.
Scrub Voip	How many Voip phone numbers were scrubbed from the list.
Scrub Wireless No Marketing	How many wireless phone numbers were set to No Marketing.
Scrub Wireless No Predictive	How many wireless phone numbers set to No Predictive were scrubbed from the list.
Scrub Malformed	How many malformed phone numbers scrubbed from the list.
Scrub Invalid	How many invalid phone numbers were scrubbed from the list.
Scrub Blocked	How many blocked phone numbers were scrubbed from the list.
Scrub Unknown	How many unknown phone numbers were scrubbed from the list.

This is what the report looks like after being run in Grid View:

This is what the report looks like after being run in Stack Bar View:

Summary

The Outbound Summary Report summarizes the states of the last attempts made on leads over a time interval. For each outbound workitem, the report displays:

Column Header	Description
Name	Name of the list being used.
Campaign	Campaign used to call.
Total	Total leads attempted during the period select for the report.
Completed	Total leads marked as completed. Options include: Connected to Agents Reached Max Attempts Marked as completed for any other reason
Callbacks	Total leads marked as callback. Can be marked for any reason: busy, no answer, etc.
%Done	Percentage of leads marked as completed.
Errors	Total leads marked as completed with dialing error during the period. Errors are a subset of completed calls.
Max Attempts	Totals leads marked as completed with Max Attempts. Max Attempts is a subset of completed.
Callbacks Now	Totals leads marked as callbacks now. Callbacks Now is a subset of callbacks that are available to call now.

Summary Attempts

The Outbound Summary Attempts Report provides summaries of attempts about outbound lists.

For each outbound summary attempt, the report displays:

Column Header	Description
Name	The name of the list being used.
Campaign	The campaign used to call the leads.
Leads	The total number of leads within a list.
Leads left	The number of leads that haven’t been called.
Leads with 1 Attempt	The number of leads with 1 call attempt left.
Leads with 2 Attempts	The number of leads with 2 call attempts left.
Leads with 3 Attempts	The number of leads with 3 call attempts left.
Leads with 4 Attempts or more	The number of leads with 4 or more call attempts left.
Leads called	The total amount of leads called within a list.
Phones called	The total amount of phones called.
Leads reached	The total amount of leads reached.
Leads exhausted	The total amount of leads exhausted.
%Leads reached	The percentage of leads reached out of the total number of leads.

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