Within the Report Viewer, the following reports are grouped under Miscellaneous. 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.
Coach Report (Voice)
Provides a view of users who have carried out coaching with users on voice interactions.
Parameters: Start Date; End Date.
Column Definitions
| Column | Description |
|---|---|
| Total Sessions | Number of sessions in the Coaching/Monitoring system. |
| Log On Time Total | Time logged onto the Coaching/Monitoring system. |
| Coaching Instances | Number of times the user has coached another user. |
| Coaching Actual | Total time spent coaching. |
| Coaching % | Coaching Time / Log On Time Total. |
| Monitoring Instances | Number of times the user has monitored another user. |
| Monitoring Actual | Total time spent monitoring. |
| Monitoring % | Monitoring Time / Log On Time Total. |
| Barging Instances | Number of times the user has barged another user. |
| Barging Actual | Total time spent barging. |
| Barging % | Barging Time / Log On Time Total. |
| Other Time Actual | Time not spent coaching, monitoring, or barging — including time spent in calls after kicking a user. |
| Other Time % | Other Time / Log On Time Total. |
Supplier Summary (Voice)
Provides a detailed view of key performance metrics across selected dates.
Parameters: Imported From Date; Imported To Date; Supplier(s).
Column Definitions
| Column | Description |
|---|---|
| Success | Total number of successes. |
| Successes Per 1000 Calls | (Successes / Calls) × 1000. |
| Success per Records Loaded | Imported Records / Successes. |
| Imported Records | Total number of records loaded. |
| Active Records | Records currently available to dial. |
| Inactive Records | Records not available to dial. |
| Attempts | Number of attempts made on the records. |
| Average Attempts on Active | Average number of attempts on active records only. |
| Penetrated | Records that have reached max attempts, a Final call outcome, DNC status, or had a connect. |
| Penetration % | Penetrated / Records Loaded. |
| Total Calls | Number of calls made to loaded records. |
| Persons | Number of Person-status calls made to loaded records. |
| Persons Rate | Persons / Total Calls. |
| Adverse | Calls with the outcome of Operator, No CPA, or Timeout. |
| Wrong Number | Number of calls with the status of Wrong Number. |
| Do Not Call | Number of calls with the status of Do Not Call. |
| Total Lead Cost | Total cost of leads imported. |
| Cost per Success | Total Lead Cost / Number of Successes. |