The Outbound report follows the calls an outbound project places: each batch of call requests your system sends, each customer to be called, and each call attempt with its result. Open it from Insights > Outbound in the project.
The report appears only in outbound projects. A project's type (Inbound or Outbound) is chosen when the project is created and cannot be changed later. You need the Outbound Reporting permission. Calls placed with Test Call in the designer are not listed. See Testing a Project.
The three tabs
| Tab | One row per | Open it to |
|---|---|---|
| Outbound Requests | Batch of call requests sent through the outbound API | See how far each batch has got |
| Call Requests | Customer to be called | See where each customer stands, and when the next call is due |
| Call Attempts | Call result received from the telephony side | See every attempt and its outcome |
You can move down through the tabs by clicking:
- On Outbound Requests, select a Request ID to open Call Requests for that batch.
- On Call Requests, select a Phone number to open Call Attempts for that customer in that batch.
Each tab has its own Filters panel. Date starts at Today, with shortcuts for Yesterday, Last 7 days and Last 30 days, and a range can be at most three months. Each tab keeps its own filters while you switch between tabs. Rows are listed 20 per page, newest first.
Outbound Requests
| Column | Shows |
|---|---|
| Date | When the batch was received. |
| Request ID | The ID returned to your system when it sent the batch. Hover to see it in full, or use the copy icon. |
| Channel | The batch's channel. |
| Status | In Progress until every call request in the batch has finished, then Completed. |
| Completed, Total | How many of the batch's call requests have finished, out of how many, with a progress bar. |
Filters: Date, Request ID, Channel and Status. When you enter a Request ID, the other filters are ignored. Use the refresh icon to reload the list.
Call Requests
| Column | Shows |
|---|---|
| Date | When the call request was received. |
| Phone, Name | The customer to be called. |
| Channel | The call request's channel. |
| Last Call Time | When the latest call result arrived. |
| Next Call Time | When the next call is expected, for requests still in progress. |
| Last Call Result | The result of the latest attempt. |
| Status | In Progress or Completed. |
| Completion Reason | Why the request finished. |
Filters: Date, Conversation/Request ID (the batch's Request ID, or the ID your system gave the individual call request), Customer Information (search by Phone, Name or Email, exact match), Channel, Last Call Result and Status. When you enter an ID, the other filters are ignored.
Next Call Time is an estimate. It adds the waiting time between calls from the project's outbound call rules to the last call, then moves to the next open calling window within the coming seven days. When no window falls in those seven days, it shows "-".
📝 Note: Completed means the call request has finished, not that the customer was reached. Check the Completion Reason to see how it ended.
Call Attempts
| Column | Shows |
|---|---|
| Last Request Time | When the attempt was made. |
| Phone, Name | The customer called. |
| Channel | The call's channel. |
| Call Result | The outcome of this attempt. |
| Request ID | The batch the attempt belongs to, with a copy icon. |
Filters: Last Request Time, Conversation/Request ID, Customer Information, Call Result and Status.
What the values mean
Call Result
| Call Result | Meaning |
|---|---|
| Connected | The call connected. It counts as an attempt. |
| Answered | The customer answered and the call finished. The request completes. |
| Rejected | The customer rejected the call. |
| Busy | The line was busy. |
| No Answer | Nobody answered. |
| Invalid Number | The number is not valid. The request completes. |
| Temporarily Unavailable | The number could not be reached for now. |
| Error | The call failed. It does not count as an attempt. |
| No License | No licence was available. The call is retried without counting an attempt. |
Rejected, Busy, No Answer, Temporarily Unavailable and Error each have their own maximum in the project's outbound call rules. When one is reached, the request completes with the matching reason.
Completion Reason
| Completion Reason | When it is set |
|---|---|
| Answered | The customer answered. |
| Max Call Attempts Reached | The request used up the maximum number of attempts. |
| Max Busy Calls Reached, Max Rejected Calls Reached, Max No Answer Calls Reached, Max Unavailable Calls Reached, Max Error Calls Reached | The maximum for that outcome was reached. |
| Invalid Number | The number is not valid. |
| Call Deadline Exceeded | A call was placed, but no result arrived within 60 minutes. If a result arrives later, the request is reopened. |
| Max Dispatch Failures Reached | The call could not be handed to the telephony system after 10 tries. |
| Other | The project has no outbound call rules. |
Limits
| Item | Limit |
|---|---|
| Date range | 3 months |
| Rows per page | 20 |
| Next Call Time look-ahead | 7 days |
| Wait for a call result | 60 minutes |