Omnia Admin Reports: Outbound Activity

Alert: Access to this Report:

• Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.

1. Access Outbound Activity:

• Go to the Admin Portal and sign in.
• Click the Reports tab to expand it.
• Select Call Summary, then Outbound Activity.

2. Overview:

• This section provides a detailed summary of outbound call activities, helping you analyze call patterns and performance over specific periods.

3. #### Last 10 Days:

• View a bar graph showing the status of outbound calls.
• Categories displayed:
  • Answered (OUT): Calls answered. (Blue)
  • No Answer (OUT): Calls not answered. (Green)
  • Busy (OUT): Calls with a busy signal. (Red)
  • Failed (OUT): Calls failed to connect. (Purple)

Last 30 Days:

• View a similar bar graph for the last 30 days.
• Categories and colors remain consistent as above.

Graph Details:

• The graph displays data based on your selection (last 10 days or last 30 days).
• Hover over the bars to see daily stats.
• Each bar represents a different category of call status (Answered, No Answer, Busy, Failed).

4. Filter Settings:

• Select Date Range: Choose the start and end dates for the report to customize the period for which you want to view the data.
• Predefined Date Filters: Quickly filter data by predefined date ranges such as Last week, Last month, Last 3 months, Last 6 months, and Last year.

5. Select Distribution:

• Choose to view data daily, monthly, or hourly.

6. Filter By:

• Branch: Filter data by specific a specific branch.
• Call Outcome: Filter by the outcome of calls.
• User: Filter data based on the users who made outbound calls.

7. Select Outbound Activity Dispositions:

• Choose between different call outcomes to display in the report:
  • Answered
  • No Answer
  • Busy
  • Failed

8. Select a Secondary Metric:

• Display additional metrics alongside primary data:
  • Call Quality: Quality of the call connections.
  • Inbound Calls: Number of inbound calls.
  • Internal Calls: Number of internal calls.
  • Talk Time: Total talk time for the calls.
  • Total Calls: Total number of calls.
• Additional filters based on the selected secondary metric:
  • Inbound Calls: Filter by Answered, No Answer, Busy, Failed.
  • Talk Time: Filter by Inbound, Outbound, Total.
  • Total Calls: Filter by Answered, No Answer, Busy, Failed.

9. #### Apply Filters:

• After setting your desired filters, click on the Update button to apply them. This will update the report to reflect the selected criteria.
• Click Reset to remove the filters.

10. Graph Details:

• Data Points: Hovering over the bars in the graph now provides detailed statistics based on the filters selected.

11. Exporting Data:

• Click Export to download the displayed data in CSV format.

12. Outbound Heatmap Overview:

• The Outbound Heatmap visualizes the volume of outbound calls over a selected period. Each square represents a day, with colors indicating the number of calls.

13. Select Date Range:

• Select a date range to get started.
• Last 6 Months: Displays a heatmap representing the number of outbound calls over the past six months.
• Last 1 Year: Displays a similar heatmap for the past year.

14. View Heatmap:

• The heatmap will display the volume of outbound calls, with the following color coding:
  • Yellow: 4 - 26 calls
  • Light Orange: 26 - 48 calls
  • Orange: 48 - 69 calls
  • Dark Orange: 69 - 91 calls
  • Red: 91 - 112 calls

15. Filter by Call Volume:

• Click on the color labels at the top to filter the heatmap. Clicking on a label will remove it from the view, allowing you to focus on specific call volume ranges. For example, clicking on the Yellow label will exclude days with 4 - 26 calls from the heatmap.

16. Analyze Data:

• Data Points: Hovering over the cells in the heatmap provides detailed statistics for each day, including:
  • Answered (OUT) in blue
  • No Answer (OUT) in green
  • Busy (OUT) in red
  • Failed (OUT) in purple