Outbound Call being identified as connected or missed.
Currently there is now way to identify if outbound calls are connected to a customer or missed. And since the call length of some calls that are going to voicemail are over 1 minute, it is impossible to filter out all outbound calls that go to voicemail. If there was a signifier such as the missed/answered identifier on inbound calls, it would be very helpful analytical purposes instead of guessing if a short call was connected or went to voicemail.
Mitch
shared this idea
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Beth
commented
We are working in a production environment. My team has a quota they must meet in order to keep their job. Their job performance is based on the number of OUTBOUND calls they make per day as well as total (outbound) talk time. I am unable to accurately figure those numbers without knowing what outbound calls that someone picked up/they actually had the opportunity to speak with someone vs the calls that the number was a disconnect/no longer in service or went to voicemail. The numbers I am asking for determine an employee's performance; it is imperative we have this data.
Surely, I am not the only customer you have where their employee's keeping their job vs being let go is based on performance.