Outbound Campaign - Campaign Calls
The reports show call statistics in Outbound call campaigns. There are 3 reports; the annual, monthly, and daily reports have similar structure and data content, only the reported time intervals are different. Reports are based on the data in the cube CubCSSAgents.
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Filter Parameter |
Description |
|---|---|
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Year/Month/Day/ |
Choose one of the years/months/days available in the time dimension. The default value is defined by the day previous to the current day. |
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Campaign |
Choose the campaign. Note:
There is no default value; report is not shown until a campaign has been selected. |
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Group |
Choose the group whose information you are interested in. The default value is All. |
The report includes reporting data for the following items:
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Column Type |
Column |
Description |
|---|---|---|
|
Grouping data |
Time unit |
Time unit for limiting reporting data. |
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Campaign |
Name of Outbound Campaign |
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Customers (Total) |
Number of customers. This value may change during campaign. |
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Campaign Handling Summary |
Number of Allocated Customers |
Number of customers that are allocated for the specified agent. |
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Dialled Calls |
Number of campaign calls the agent has made. The formula is Handled – (Skipped + Rejected). |
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Answered Calls |
Number of handled calls. |
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Total Handled Customers |
Number of handled customers in reported time. |
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Total Handled (Cum.) |
Number of handled customers cumulated until reported time. |
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Not Handled Customers |
Number of not handled customer. Calculated from Total customers – Total handled customers |
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Handling Durations |
Logged On (Total) |
Total serving time in Outbound campaigns |
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Waiting (Total) |
Total waiting time |
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Waiting (Avg.) |
Average waiting time; calculated from formula: Total waiting time / Allocated calls (divided by customers when viewed by customers) |
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Preview (Total) |
Total previewing time |
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Preview (Avg.) |
Average waiting time; calculated from formula: Total preview time / Allocated calls (divided by customers when viewed by customers). |
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Calling (Total) |
Total call access time. The time that the agent waits for the customer to answer. |
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Calling (Avg.) |
Average call access time. The time that the agent waits for the customer to answer, calculated from the formula Total call access time / dialled calls. |
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Talking (Total) |
Total talking time |
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Talking (Avg.) |
Average talking time; calculated from formula: Total waiting time / Answered calls |
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Wrap-Up (Total) |
Total wrap-up time |
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Wrap-Up (Avg.) |
Average wrap-up time; calculated from formula: Total waiting time / Allocated calls (/customers) |
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Pause (Total) |
Total pausing time. Since current Pause function in Outbound logs an agent off from the campaign, pausing time cannot be reported at the moment and pause time remains 0. Value reserved for future use. |
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Talking Ration |
Ration of talking vs. serving time. Calculated with formula: Calling / serving time. |