Outbound Campaign - Agent Calls
The reports show how agents have served in Outbound call campaigns, and how they have succeeded in handling customers during the campaign. 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. |
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Agent |
Choose the agent. The default value is All. |
The report includes reporting data for the following items:
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Column Type |
Column |
Description |
|---|---|---|
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Grouping data |
Time unit |
Time unit for limiting reporting data. |
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Group |
List of reporting groups where the agent belongs to. |
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Agent |
List of agents. |
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Campaign Information |
Campaign Name |
Displayed campaign name, defined in the SC as one of the campaign attributes. |
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Customers (Total) |
Total number of customers. The number 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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Handling Durations. Durations contain only the time when the agent has been serving in Outbound Campaigns. |
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 (/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 (/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 Outbound-pause functionality log an agent off from Outbound Campaign, agent is not reported at that moment as in |
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Talking Ratio |
Ratio of talking to serving time. Calculated with formula: Calling / serving time. |