How to use the Agent Outbound Conversion report
Use the Agent Outbound Conversion report to run regular coaching reviews: set filters for the right scope, scan agent performance, and export detail when you need an offline packet.
Before you start
Before you use the Agent Outbound Conversion report:
Confirm you can open Agent Outbound Conversion from Reports (see How to access the Agent Outbound Conversion report)
Know the date range, store, team, or agent you want to review
Have a Manager or Admin role (or another role with Reports access)
Steps
Follow these steps to use the Agent Outbound Conversion report:
Go to Reports and open Agent Outbound Conversion.
Set Date Range to the period you are coaching (for example last week or month-to-date).
Optionally filter by Organization / Store, Team, or Agent so tiles and the table match the scope you care about.
Review summary tiles at the top — start with OB Dials, OB Contacts, OB Contact %, OB Appts Set, and OB Appt %.
Use trend charts and the Agent Leaderboard (when present) to spot changes over time or compare agents.
Scroll to the Agent Performance Overview table for full agent-level metrics, including callbacks and email/SMS appointment columns.
Download the table to CSV when the download control is available for one-on-ones or leadership packets.
Tips
For a weekly coaching huddle, filter last week, sort or scan the agent table, and focus on contact rate, appointment rate, and show rate.
To compare stores, run the same date range with one Organization / Store filter, then switch stores and compare OB Appt % and OB Appts Show %.
To check callback follow-through, review CB Presented, CB Handled, CB Handled %, and CB Appts Set alongside outbound phone metrics.
What success looks like
When you use the Agent Outbound Conversion report successfully, changing a filter updates summary tiles, charts, and the agent table together. If numbers do not change when you adjust filters, refresh the dashboard or confirm you selected a valid date range and scope. If a column you expect is missing, check the live dashboard layout — some tiles, charts, or export controls may differ from early design notes.
Common questions
Can I filter the Agent Outbound Conversion report by date, store, team, and agent?
Yes — the Agent Outbound Conversion report supports Date Range, Organization / Store, Team, and Agent filters, and visible metrics should update when those filters change.
Can I export the agent table from the Agent Outbound Conversion report?
The report is designed to include CSV download on the Agent Performance Overview table. Confirm the download control is present on your live dashboard before relying on export for a meeting.
How do callbacks work on this report?
Callbacks on the Agent Outbound Conversion report are inbound-direction calls on an outbound campaign — for example, a customer calling back after outbound outreach. CB Presented, CB Handled, and CB Appts Set show how those callbacks are offered, accepted, and converted.
Related articles
Getting started with the Agent Outbound Conversion report
How to access the Agent Outbound Conversion report
How to read the Agent Outbound Conversion report
Troubleshooting the Agent Outbound Conversion report