Outbound Monitoring
Updated at September 15th, 2026
Table of Contents
Overview
The Outbound Monitoring feature in the Supervisor application provides real-time insights into outbound call activities. It allows supervisors to monitor and manage outbound services, including system-initiated and user-initiated outbound calls. The feature ensures efficiency by offering tools to track call success rates, retry attempts, and agent availability, ultimately optimising the contact centre’s outbound communication strategy.
Outbound service monitoring allows supervisors to:
- Track the status and activity of outbound calls.
- Start, suspend, or stop outbound services.
- Zoom into the call details for further analysis or adjustments.
Pre-requisites
Supervisors can monitor outbound services based on their authorisation level:
- 'System Access' authorisation is required to view all outbound services.
- Without this access, supervisors can only monitor outbound services related to their assigned routers.
Outbound Dialling Modes
User Outbound Services support different dialling modes:
| Dialling Mode | Description |
|---|---|
| Preview Dialling | The agent is called first and informed about the customer details before the system dials the customer. |
| Power Dialling | The customer is called first, and if they answer, a welcome prompt is played while connecting them to an available agent. |
| Predictive Dialling | Similar to power dialling, but calls are placed in anticipation of agent availability. Risk of no available agent when the customer answers. |
System Outbound Services always use the Preview Dialling mode.
Real-Time Outbound Monitoring Panel
The top section
The following table outlines the key performance indicators for outbound monitoring:
| Metric | Description |
|---|---|
| Status | Indicates if the outbound service is started, stopped, or resumed. |
| # Jobs | The total number of call entries in an outbound service. |
| # Call Attempts | Number of call attempts made, including retries. |
| # Successful Calls | Number of calls that reached a connected state. |
| Success Rate(%) | Percentage of call attempts that resulted in a successful connection. |
| Nuisance Call Rate(%) | Percentage of calls where a customer answered but no agent was available. |
| % Completed | Percentage of jobs that have reached a final status. |
| Estimated End Date | Estimated completion date based on system analytics. |
The lower section
The lower panel contains real-time information on the current Outbound Service activity.
The calls currently being handled by the Outbound Service are displayed, including the following details:
| Field | Description |
|---|---|
| Telephone Number | The telephone number the Outbound Service is dialling. |
| Name / Description | Any entered Personal ID via ‘External Contacts’ or edited by the agent |
| Email address | External Contact E-Mail address |
| Router | The original Router that created the Outbound Service call. |
| Agent | The Agent currently used/reserved for the call. |
| Skill1 | Required Skill1 |
| Skill2 | Required Skill2 |
| Medium | Usually ‘Phone’ |
| Created | Date of creation of the Outbound Service call. |
| Status |
NoStatus: No retry made yet Busy: Connection was busy No Answer: Customer is not answering the phone Released: Answered: Successful Failed: An error has occurred (bad number perhaps) No Agent: No agent available |
| Retries | The number of retry attempts made. |
| Scheduled | Date/time of the next retry or the last successful call.* |
Call Details
Clicking on a job opens a detailed window displaying:
| Field | Description |
|---|---|
| Telephone | The telephone number being dialled. |
| Personal ID | Any entered Personal ID via ‘External Contacts’ or edited by the agent |
| Name | External Contact Name |
| Description | External Contact Description |
| Email Address | External Contact E-Mail address |
| Language | The language preference of the contact. |
| Agent | The Agent currently used/reserved for the call |
| Skill1 | Required Skill1 |
| Skill2 | Required Skill2 |
| Status |
NoStatus: No retry made yet Busy: Connection was busy No Answer: Customer is not answering the phone Released: Answered: Successful Failed: An error has occurred (bad number perhaps) No Agent: No agent available |
| Scheduled | Date & Time of the next retry or last successful call.* |
*Date and time are configured in the Administrator application. The system also defines the maximum number of retries; once reached, no further attempts are made unless the status is changed.
Types of Outbound Services
Outbound services in Halo are categorised as follows:
System Outbound Services (No additional license required)
- Automated call generation for customer callbacks when they have requested one while waiting in a queue.
- Voicemail message handling for queued customers.
- Interview inquiries via automated callback surveys to assess service quality.
User Outbound Services (Requires additional license)
- Calls are initiated from a preloaded customer database containing names and phone numbers.
- Outbound service connects calls to available agents once initiated.
Additional Features
- The Export button allows exporting job content to an Excel file.
- Successful calls remain listed for one day in this overview.
- For Outbound Services using Power or Preview dialling mode, the option to exclude recording for the caller can be configured.
- Previous agent routing can be set at the server level for outbound calls.
- Caller identification for outbound campaign calls is supported, with call history available in the contact history timeline.
- Agents can view and add notes when handling outbound calls.
- Declining the Minimum Skill Score is not applicable for calls made by the Outbound Services.
