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Direct Outbound Count Metric in Analytics for Contact Center Dashboard Does Not Increase

Symptom

When an agent places an outbound call, the "Direct Outbound Count" metric in the Analytics for Contact Center dashboard does not increase.

Applies To

  • Contact Center
  • Analytics for Contact Center

Resolution

  1. As an administrator, in Configuration Manager for Contact Center, check to see if the agent placing the call is using an Outbound Phone Code;
  2. If the agent is using an outbound phone code, check to see if the outbound phone code has a queue selected under the "Queue" value;
  3. If the Outbound Phone Code has a queue selected under the "Queue" value, then the outbound calls that use that Outbound Phone Code will always pass through the selected queue, and the "Direct Outbound Count" does not count outbound calls that pass through a queue;
  4. To allow the "Direct Outbound Count" metric in the Analytics for Contact Center dashboard to increase, configure the "Queue" value of the Outbound Phone Code to the value "none".

Cause

"Direct Outbound Count" metric in the Analytics for Contact Center dashboard does not count outbound calls that pass through a queue.

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