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ContactNow: Graphical Analytics - Outcomes (Contact Center)
8x8 Support Knowledge Base

ContactNow: Graphical Analytics - Outcomes (Contact Center)

Outcomes Report allows admins to analyze data relating to Outcomes set by the agent when dispositioning a call.

To access the Outcomes Report, hover over the Analytics icon in the Navigation menu and click on Contact Center and select Outcomes.

Select a Date Range – The date and time picker on the right will allow you to select a date and time range for your report. You can manually select the date range or select from the pre-defined date ranges listed.
Add a Filter – Select the data you want to view, and exclude the data you do not wish to see.
Visualize Data on a Graph – View your report in either pie or line graph format.

Filters on Outcomes report will provide data for the below variables:

  • Queue  The queue the call was placed on
  • Campaign  The name of a campaign
  • Agent  Name of the agent that placed or received the call
  • Dataset ID  Unique identification number given to selected data
  • Call Type  Type of call placed or received by an agent
  • DMC Outcome  Did the agent speak with a DMC (Decision Making Contact)
  • Complete Outcome  Record won't be called again now the outcome has been set.
  • Sale Outcome  Whether the agent made a sale of not
  • Outcome ID  Unique identification number for each outcome.

Display data in a table – Deep dive into your reports and view your data in columns.
Export – Retrieve selected call reports in PDF, XLS and CSV format. All reports are printable by clicking Print report button.