Within the Report Viewer, the following reports are grouped under Voice. Each report provides different data to support your reporting needs.
When generating a report, enable the Report Details option to view the calculation behind each column.
Abandon Summary (Inbound)
Provides an overview of the inbound calls that have been abandoned in a queue.
Parameters: Start Date; End Date; Queue(s); Inbound Number(s).
Data Usage Summary (Voice)
Provides insight into how data is being utilised within a campaign.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Calls | Total calls handled by users. |
| Persons | Calls classified as a connect. |
| Unique Lead Called | Unique calls per day. |
| Successes | Total number of successes. |
| Persons To Success | Number of Persons / Successes. |
| Finals | Total number of calls marked final by the result code. |
| Finals Under 10 Secs | Total number of Final calls with less than 10 seconds of talk time. |
| Wrong Numbers | Number of calls classed as Wrong Number status. |
| Not Interested | Number of calls classed as Not Interested status. |
| Callbacks Dialled | Number of private callbacks dialled. |
| Agent Answer Machines | Number of answer machines passed through to users. |
| Agent Answer Machine % | Agent Answer Machines / (Persons + Agent Answer Machines). |
| Exceptions | Calls that are over the maximum handle time or below the minimum handle time set on the result code. |
| Burned | Total number of burned leads. A burned call is when the call duration is below the expected handling time, and the user dispositions the call with a Final result code. |
Demand Summary (Inbound)
Provides a high-level summary of performance metrics for inbound calls per hourly interval.
Parameters: Start Date; End Date; Queue(s); Previous Days.
Column Definitions
| Column | Description |
|---|---|
| Offered | Number of calls that have entered the queue. |
| Answered | Number of calls answered by a user. |
| Answer % | Answered calls / Offered calls. |
| Abandoned Over SLA | Offered calls abandoned over the queue's SLA time. |
| Abandoned In SLA | Offered calls abandoned within the queue's SLA time. |
| Man Hours | Total Man Hours for all users — time logged into the system, excluding Break status. |
| Handle Time (Avg) | (Talk Time + Wrap Time + Hold Time) / Answered. |
IVR Overview
Provides a breakdown of the IVR elements inbound calls have entered across a set date range.
Parameters: Start Date; End Date; IVR Page(s); Inbound Number(s).
Column Definitions
| Column | Description |
|---|---|
| Unique Call Hits | The distinct number of times an inbound call has entered the specified IVR element. |
| Total Element Hits | Number of times an inbound call has entered the specified IVR element. |
| Answered Calls | Number of calls answered by a user. |
| Answered Calls (%) Per Element | Answered Calls / Total Element Hits. |
| Disconnected Calls | Count of non-abandoned calls that terminated in an element. |
| Disconnected Calls (%) Per Element | Disconnected Calls / Total Element Hits. |
| Abandoned Calls | Number of inbound calls abandoned in the queue. |
| Abandoned Calls (%) Per Element | Abandoned Calls / Total Element Hits. |
| Shortest Duration | Shortest time a customer has spent within this IVR element. |
| Longest Duration | Longest time a customer has spent within this IVR element. |
| Average Duration | Total Duration / Total Element Hits. |
| Total Duration | Total time customers have spent within this IVR element. |
Inbound Result Code by Interval
Provides a high-level summary of the result code breakdown for inbound calls.
Parameters: Start Date; End Date; Queue(s).
Inbound Summary
Provides a high-level summary of performance metrics for inbound calls.
Parameters: Start Date; End Date; Queue(s).
Column Definitions
| Column | Description |
|---|---|
| Offered | Number of calls that have entered the queue. |
| Answered | Number of calls answered by a user. |
| Answered % | Answered calls / Offered calls. |
| Answered Below SLA | Number of calls answered within SLA. |
| Answered Below SLA % | Answered within SLA / Offered calls. |
| Abandoned | Number of inbound calls abandoned in the queue. |
| Abandoned % | Abandoned / Offered calls. |
| Abandoned In SLA | Offered calls abandoned within the queue's SLA time. |
| Abandoned In SLA % | Abandoned in SLA / Offered calls. |
| Abandoned Below Threshold | Offered calls abandoned within the queue's threshold time. |
| Abandoned Below Threshold % | Abandoned below Threshold / Offered calls. |
| Successes | Total number of successes. |
| Successes Conversion % | Successes / Answered calls. |
| Offered Calls To Success | Offered calls / Successes. |
| Answered Calls To Success | Answered calls / Successes. |
| Max Queue Time | The maximum time a customer has spent waiting in a queue. |
| Max Abandon Time | The maximum time a call was in a queue before it was abandoned. |
| Queue Time Per Call (Avg) | Queue Time / Offered calls. |
| Ready Time Per Call (Avg) | Wait Time / Answered calls. |
| Wrap Time Per Call (Avg) | Wrap Time / Answered calls. |
| Handle Time Per Call (Avg) | Average handle time per Answered call. |
| Talk Time Per Call (Avg) | Average time spent talking per Answered call. |
| Abandoned Time (Avg) | Average abandoned time per abandoned call. |
Intraday (Inbound)
Provides a high-level summary of performance metrics for inbound calls.
Parameters: Start Date; End Date; Queue(s).
Column Definitions
| Column | Description |
|---|---|
| Offered | Number of calls that have entered the queue. |
| Answered | Number of inbound calls routed to a user. |
| Answered % | Answered calls / Offered calls. |
| Answered Below SLA | Number of calls answered within SLA. |
| Answered Below SLA % | Answered within SLA / Offered calls. |
| Abandoned % | Abandoned / Offered calls. |
| Abandoned in SLA | Calls abandoned within the queue's SLA time. |
| Abandoned in SLA % | Abandoned in SLA / Offered calls. |
| Abandoned Below Threshold | Offered calls abandoned within the queue's threshold time. |
| Abandoned Below Threshold % | Abandoned below Threshold / Offered calls. |
| Successes | Total number of successes. |
| Offered per Success | Offered calls / Successes. |
| Answered per Success | Answered calls / Successes. |
| Conversion Rate % (Answered) | Successes / Answered calls. |
| Talk Time Per Call (Avg) | Talk Time / Answered calls. |
| Wrap Time Per Call (Avg) | Wrap Time / Answered calls. |
| Handle Time (Avg) | Handle Time / Answered calls. |
| Queue Time (Avg) | Average time a customer has spent in the queue. |
| Abandon Time (Avg) | Average abandoned time per abandoned call. |
| Max Abandon Time | The maximum abandoned time across all offered calls. |
List Performance
Provides a high-level summary of key metrics, giving insight into performance across a campaign.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Campaign Calls | Total calls — inbound and outbound. |
| Calls | Total calls handled by users. |
| Live Calls | Automated outbound calls where a live person was detected. |
| Persons | Calls classified as a connect. |
| Persons % | Persons / Campaign Calls. |
| DMCs | Decision Maker Contacts, based on the result code. |
| DMCs % | DMCs / Persons. |
| Drops | Total number of drops. |
| Drops % | D ÷ (D + L) × 100 Where:
|
| Successes | Total number of successes. |
| Calls To Success | Number of Persons / Successful number of calls. |
| Persons To Success | Number of Persons / Successes. |
| Finals | Number of calls that have made their associated leads ineligible. |
| Finals % | Finals / Campaign Calls. |
| System Answer Machines | Answer machines detected by the system. |
| Agent Answer Machines | Calls dispositioned as Answer Machine by agents. |
| Answer Machines (Total) | System Answer Machines + Agent Answer Machines. |
| Answer Machines (Total) % | (System Answer Machines + Agent Answer Machines) / Campaign Calls. |
| No Answer/Busy | Total number of Busy and No Answer status calls. |
| No Answer/Busy % | (No Answer + Busy) / Campaign Calls. |
| Adverse | Calls with the outcome of Operator, No CPA, or Timeout. |
| Adverse % | Adverse / Campaign Calls. |
| Not Interested | Total number of calls with Not Interested status. |
| Not Interested % | Not Interested / Calls. |
| Talk Per Person (Avg) | Average Talk Time on calls classified as Persons. |
| Wrap Per Person (Avg) | Average Wrap Time on calls classified as Persons. |
| Hold Per Person (Avg) | Average Hold Time on calls classified as Persons. |
| Handle Time Per Person (Avg) | Average Handle Time on calls classified as Persons. |
List Performance by Day
Provides a detailed view of performance metrics for lists.
Parameters: Start Date; End Date; List(s).
Column Definitions
| Column | Description |
|---|---|
| Records Loaded | Total number of records loaded into the list. |
| Active | Records which can be dialled both now and in the future. |
| Calls | Total number of calls the system has made. |
| Persons | Live calls where the result code is set as Person status. |
| Contacts | Total number of contacts. |
| DMCs | Decision Maker Contacts, based on the result code. |
| Successes | Total number of successes. |
| Calls To Success | Number of Calls / Successes. |
| Persons to Success | Number of Persons / Successes. |
| Persons Rate | Persons / Calls. |
| DMCs Rate | DMCs / Persons. |
| Conversion Rate | Successes / (DMCs + Contacts). |
| Adverse | Calls with the outcome of Operator, No CPA, or Timeout. |
| Adverse % | Adverse / Calls. |
| Answer Machines | Total number of calls with Answer Machine status. |
| Answer Machines % | Answer Machines / Calls. |
| No Answer/Busy | Total number of Busy and No Answer status calls. |
| No Answer/Busy % | (No Answer + Busy) / Calls. |
| Day 1, 2–3, 4–5, 6–10, 10+ | Successes made on records imported within the specified day range. |
Performance Summary (Voice)
Provides insight into performance across a set date range.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Calls | Total calls handled by users. |
| Persons | Calls classified as a connect. |
| Persons Rate | Persons / Calls. |
| DMCs | Decision Maker Contacts, based on the result code. |
| DMC Rate | DMCs / Persons. |
| Inbound Calls | Number of inbound calls received. |
| Inbound Successes | Number of inbound calls that resulted in a success. |
| Callbacks Dialled | Number of private callbacks dialled. |
| Callback Successes | Number of private callbacks dialled that resulted in a success. |
| Successful Calls | Number of calls that were successful. |
| Total Successes | Total successes, including multiple successes from a single successful call. |
| SPD | Number of Successes Per Day. |
| SPH | Number of Successes Per Hour. |
| Calls to Success | Number of Calls / Successes. |
| Persons to Success | Number of Persons / Successes. |
| Finals | Number of calls that have made their associated leads ineligible. |
| Finals % | Finals / Calls. |
| Wrong Numbers | Number of calls with the status of Wrong Number. |
| Wrong Numbers % | Wrong Numbers / Calls. |
| Not Interested | Number of calls with the status of Not Interested. |
| Not Interested % | Not Interested / Calls. |
| Man Hours | Time logged into the system, excluding Break status. |
| Break Time | Time spent in Break status. |
| Active Break Time | Time spent in Active Break status. |
| Man Hours inc Active Break | Man Hours + Active Break Time. |
| Talk Time | Time spent in Talking status. |
| Productive Rate | (Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time) / Man Hours. |
Performance Summary by Hour (Voice)
Provides a high-level summary of campaign successes and associated metrics.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Campaign Calls | Total calls — inbound and outbound. |
| Calls | Total calls handled by users. |
| Persons | Calls classified as a connect. |
| DMCs | Decision Maker Contacts, based on the result code. |
| Successes | Total number of successes. |
| Calls to Success | Number of Calls / Successes. |
| Persons to Success | Number of Persons / Successes. |
| Finals | Number of calls that have made their associated leads ineligible. |
| Final Rate | Finals / Campaign Calls. |
| Wrong Numbers | Number of calls with the status of Wrong Number. |
| Not Interested | Number of calls with the status of Not Interested. |
| Exceptions | Calls that are over the maximum handle time or below the minimum handle time set on the result code. |
| Exceptions Rate | Exceptions / Calls. |
| Talk Time (Avg) | Talk Time / Calls. |
| Wrap Time (Avg) | Wrap Time / Calls. |
| Handle Time (Avg) | (Talk Time + Hold Time + Wrap Time) / Calls. |
| Man Hours (Avg) | Man Hours / Number of users. |
| Break Time (Avg) | Break Time / Number of users. |
| Productive Hours (Avg) | (Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time) / Calls. |
| Ready Time (Avg) | Ready Time / Calls. |
| Man Hours | Time logged onto the system, excluding Break status. |
| Productive Hours | Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time. |
| Productive Rate | (Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time) / Man Hours. |
Performance Summary by Week (Voice)
Provides a detailed view of a specific campaign's successes and associated metrics.
Parameters: Start Date; End Date; Campaign.
Column Definitions
| Column | Description |
|---|---|
| Campaign Calls | Total calls — inbound and outbound. |
| Calls | Total calls handled by users. |
| Persons | Calls classified as a connect. |
| DMCs | Decision Maker Contacts, based on the result code. |
| Successes | Total number of successes. |
| Calls to Success | Number of Calls / Successes. |
| Persons to Success | Number of Persons / Successes. |
| SPH | Total Successes / Man Hours. |
| Conversion Rate | Successes / DMCs. |
| Inbound Calls | Number of inbound calls received. |
| Inbound Successes | Number of inbound calls that resulted in a success. |
| Inbound Conversion Rate | Inbound Successes / Inbound Calls. |
| Talk Time Per Day (Total) | Total time spent on calls for the day. |
| Talk Time Per Person (Avg) | Average Talk Time on calls classified as Persons. |
| Talk Time Per Day (Avg) | Average Talk Time on calls for the day. |
| Wrap Time Per Person (Avg) | Average Wrap Time on calls classified as Persons. |
| Wrap Time Per Day (Avg) | Average Wrap Time on calls for the day. |
| Hold Time Per Day (Avg) | Average Hold Time on calls for the day. |
| Handle Time Per Day (Avg) | Average Handle Time on calls for the day. |
| Productive Rate | (Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time) / Man Hours. |
| Callbacks Dialled | Number of private callbacks dialled. |
| Callback Successes | Number of private callbacks dialled that resulted in a success. |
| Callbacks Conversion | Callback Successes / Callbacks Dialled. |
Queue Occupancy (Voice)
Provides key metrics on how time has been utilised across a queue.
Parameters: Start Date; End Date; Queue(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 (e.g. calling a manual dial or callback before connecting to a customer). |
| 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. |