Within the Report Viewer, the following reports are grouped under Campaign. Each report can be filtered at a campaign level and provides different data to support your reporting needs.
When generating a report, enable the Report Details option to view the calculation behind each column.
Occupancy Summary by Campaign
Provides a breakdown of the time each user has spent within a campaign.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Log On Time | Time logged onto the system. |
| Man Hours | Time logged onto the system, excluding Break status. |
| Break Time | Time spent in Break status. |
| Productive Time | Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time. |
| Talk Time | Time spent in Talking status. |
| Hold Time | Time spent in Hold status. |
| Ready Time | Time spent in Ready status. |
| Preview Time | Time spent in Preview status. |
| Not Ready Time | Time spent in Not Ready status. |
| Ringing Time | Time spent in Ringing or Calling status. |
| Conferencing Time | Time spent conferencing another party into a call (e.g. Hot Key transfers). |
| Wrap Time | Time spent in Interaction and Call Wrapping status. |
| Managing Callback Time | Time spent reviewing callbacks. |
| Interacting Time | Time spent in Interacting status. |
| Other Time | Time spent in Nailup, Coaching, Monitoring, or Barging statuses. |
Result Code Detail
Provides a per-user breakdown of the result codes used within the campaign.
Parameters: Start Date; End Date; Campaign(s).
Result Code Summary
Provides a high-level summary of result codes used, grouped by lead status.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Calls | Total calls handled by users. |
| Calls % (of Total) | All calls with the result code or status, divided by all campaign calls. |
| Unique Leads Called | Unique calls per day for the status. |
| Successes | Number of successes recorded. |
| Callbacks Dialled | Number of private callbacks dialled. |
| Burned | Finals recorded below the expected handle time. |
| Exceptions | Calls that fall outside the minimum or maximum handle time configured on the result code. |
| Exceptions Under | Number of exceptions below the configured minimum time. |
| Exceptions Over | Number of exceptions above the configured maximum time. |
| Agent Answer Machines | Number of answer machines routed through to users. |
| Talk Time (Avg) | Average time spent in Talking status. |
| Wrap Time (Avg) | Average time spent in Wrapping status. |
| Handle Time (Avg) | Average time spent handling a call. Calculated as: Talk Time + Hold Time + Wrap Time. |
Success Summary By Day (Voice)
Provides a per-user breakdown of the number of successes generated, organised by day.
Parameters: Start Date; End Date; Campaign(s).
Success Summary By Hour
Provides a per-user breakdown of the number of successes generated, organised by hour.
Parameters: Start Date; End Date; Campaign(s).