Outbound Campaign - Campaign Calls

The reports show call statistics in 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 CubCSSAgents.

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; 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.

The reports include reporting data for the following items:

Table 2. Report Column Descriptions
Column Type	Column	Description
Grouping data	Time unit	Time unit for limiting reporting data
	Campaign	Name of Outbound Campaign
	Customers (Total)	Number of customers This value may change during campaign.
Campaign Handling Summary	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
	Total Handled Customers	Number of handled customers in reported time
	Total Handled (Cum.)	Number of handled customers cumulated until reported time
	Not Handled Customers	Number of not handled customer Calculated with formula: Total customers – Total handled customers
Handling Durations	Logged On (Total)	Total serving time in outbound campaigns
	Waiting (Total)	Total waiting time
	Waiting (Avg.)	Average waiting time Calculated with formula: Total waiting time / Allocated calls (divided by customers when viewed by customers)
	Preview (Total)	Total previewing time
	Preview (Avg.)	Average waiting time Calculated with formula: Total preview time / Allocated calls (divided by customers when viewed by customers)
	Calling (Total)	Total call access time The time that the agent waits for the customer to answer.
	Calling (Avg.)	Average call access time The time that the agent waits for the customer to answer Calculated with formula: Total call access time / dialled calls
	Talking (Total)	Total talking time
	Talking (Avg.)	Average talking time Calculated with formula: Total waiting time / Answered calls
	Wrap-Up (Total)	Total wrap-up time
	Wrap-Up (Avg.)	Average wrap-up time Calculated with formula: Total waiting time / Allocated calls (/customers)
	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. The value is reserved for future use.
	Talking Ration	Ration of talking vs. serving time. Calculated with formula: Calling / serving time.