Outbound Campaign - Agent Results

The reports show the agent’s and group’s results of outbound call campaigns. There are 3 reports: annual, monthly, and daily. The reports have a similar structure and data content. Only the reported time intervals are different. The reports are based on the data in the cube CubCSSContacts.

Table 1. Filters
Filter Parameter	Description
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.
Campaign	Choose the campaign. Note: There is no default value. The report is not shown until a campaign has been selected.
Group	Choose the group whose information you are interested in. The default value is All.
Agent	Choose the agent. The default value is All.

The reports include reporting data for the following items:

Table 2. Report Column Descriptions
Column Type	Column	Description
Show Details	When + sign is displayed in front of the title, the columns marked below with + are hidden. To display the hidden columns, click the + sign. When – sign is displayed in front of the title, the columns marked below with + are displayed. To hide the columns, click the – sign.
Grouping data	Time unit	Time unit for limiting reporting data
	Group	List of reporting groups where the agent belongs to
	Agent	List of agents
	Campaign Name	Displayed campaign name, defined in System Configurator as one of the campaign attributes
Campaign Details	Number of Allocated Customers	Number of customers that are allocated for the specified agent
	+Dialled Calls	Number of campaign calls the agent has made Calculated with formula: Handled – (Skipped + Rejected)
	+Answered Calls	Number of handled calls
	+Answered %	Percentage of answered calls of dialed calls Calculated with formula: % * Answered calls / Dialed calls
	Total Handled Customers	Number of campaign calls the agent has made Calculated with formula: Handled – (Skipped + Rejected)
	Right Customer Reached	Number of handled calls
	Number of Refusals	Number of calls with the call result Refusal
	+Redial Scheduled	Number of calls classified with Redial
	+Skipped	Number of calls agents have skipped during the campaign
	+Rejected	Number of calls agents have rejected during the campaign
	+Wrong numbers	Number of calls with the call result Wrong Number
	+Handled: Other Reason	Number of handled customers that are not classified with any specified reason
	Successful Calls	Number of calls with the call result Successful
Campaign Results Summary.	Order Value	Total value of orders received in the campaign
	Agent Gain % of All Handled Customers	Percentage of success customer vs. total number of customers Calculated with formula: 100% * Successful Calls / Total Customers
	Agent Gain % of Reached Customers	Percentage of successful calls vs. Right Customer Reached Calculated with formula: 100% * Successful Calls / Right Customer Reached