Campaign Reports
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
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 & 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
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).