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.
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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:
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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) |
The time spent in a presence profile of the Absence type when serving in a campaign | |
| Pause (Avg.) |
Average pause time Calculated with formula: The Pause (Total) time / (Number of allocated customers - Skipped calls - Rejected calls) Average pause time is calculated only if there are allocated customers (=calls) that the agent hasn't skipped or declined. |
|
|
Talking Ration |
Ration of talking vs. serving time. Calculated with formula: Calling / serving time. |