Often, call centers need to make outbound calls that are not part of a formal campaign or tied to a missed inbound queue call. These outbound activities should be accurately reflected in an agent’s performance metrics—specifically within the Agent Activity Timeline. As an admin or supervisor, I should not have to rely on navigating to detailed Call Reports to assess agent productivity. Exporting and analyzing Call Report data to determine the volume of outbound calls and calculate true utilization is time‑consuming and inefficient. Agent performance visibility should be available at a glance, without requiring additional reporting steps.
