Average Outbound Time

Definition

For the selected agent, agent group, or contact center - The average time spent in the active states (Data Collection, Queued, Pending Delivery, Delivered, Held and Wrap-up) combined for outbound calls.

For the selected service - The average time spent in the active states (Data Collection, Queued, Pending Delivery, Delivered, Held and Wrap-up) combined for outbound calls associated with the selected service.

Calculation

When an interaction changes to the Completed state, Ivanti Voice performs the following equation for the agent associated with the interaction: