An Agent report displays an outbound call with a duration of 0:00:00 seconds.
At the time the agent placed the outbound call, the agent had an ACD or non-ACD call already in progress. The ACD or non-ACD call assumed precedence over the outbound call and incremented the time, resulting in an outbound call with a duration of 0:00:00 seconds.
Agent and Agent Group reports do not increment the time for both calls because, at the end of the day, the agent’s logged in shift time must match the accumulated time the agent spent in each state (ACD, non-ACD, outbound, idle, do-not-disturb, or work time). If the reports incremented the time for both calls, the agent’s shift time would amount to less time than the accumulated time the agent spent in the various states throughout the day.
To view the duration of the outbound call, run an extension report on the agent’s extension. This report provides the duration of the outbound call as well as the duration of the ACD or non-ACD call, including the on-hold duration.