You can insert the following statistics into your campaign report gadgets.
|
Table column |
Chart counter |
Description |
|
% Calls Disposed by Agent |
- |
Percent of calls with outcomes determined by agent |
|
% Calls Disposed by System |
- |
Percent of calls with outcomes determined by system |
|
% Campaign Available Time |
- |
((Total available time)) / (Total logon time)) x 100 |
|
% Campaign Talk Time |
- |
((Total talk time) / (Total logon time)) x 100 |
|
% Campaign Wrap-up Time |
- |
((Total wrap-up time)) / (Total logon time)) x 100 |
|
% Conversion |
% Conversion |
Sales as a percent of live calls |
|
Abandoned |
Abandoned |
Number of abandoned calls |
|
Agent Calls per Hour |
- |
Number of calls handled by agents per hour |
|
Agents Logged-in Time |
Agents Logged-in Time |
Total logged on time of the agents in hh:mm:ss |
|
Answering Machine Agent Detected |
Answering Machine Agent Detected |
Number of calls to answering machines detected by agents |
|
Answering Machine System Detected |
Answering Machine System Detected |
Number of calls to answering machines detected by system |
|
Answering Machine Total |
Answering Machine Total |
Total number of answering machine calls |
|
Available Agents |
Available Agents |
Number of agents logged on to campaign and in available state |
|
Average Refusal Duration |
- |
Average duration of calls which have a disposition of refusal |
|
Average Reschedule Duration |
- |
Average duration of calls which have a disposition of reschedule |
|
Average Sale Duration |
- |
Average duration of calls which have a disposition of sale |
|
Busy |
Busy |
Number of busy calls |
|
Calls Dialed |
Calls Dialed |
Total number of dialed calls |
|
Calls Dialed per Hour |
- |
Number of dialed calls per hour |
|
Calls Disposed by Agent |
Calls Disposed by Agent |
Number of calls with outcomes determined by agent |
|
Calls Disposed by System |
Calls Disposed by System |
Number of calls with outcomes determined by system |
|
Cumulative Available Time |
Cumulative Available Time in Minutes |
Total minutes agents were available |
|
Cumulative Talk Time |
Cumulative Talk Time in Minutes |
Total minutes agents were in call |
|
Cumulative Wrap-up Time |
Cumulative Wrap-up Time in Seconds |
Total seconds agents were in wrap up |
|
Fast Busy |
Fast Busy |
Number of fast busy calls |
|
Id |
- |
Internal CCSP ID for campaign |
|
In-call Agents |
In-call Agents |
Number of agents logged on to campaign and in call state |
|
Logged-in Agents |
Logged-in Agents |
Number of logged-on agents |
|
Name |
- |
Name of the campaign |
|
No Answer |
No Answer |
Number of calls with no answer |
|
Number Out of Order |
Number Out of Order |
Number of calls with number out of order |
|
On-hold Agents |
On-hold Agents |
Number of agents logged on to the campaign and in on-hold state |
|
Other Unworkable |
Other Unworkable |
Number of calls since the campaign started with disposition Unworkable |
|
Previewing Agents |
Previewing Agents |
Number of agents logged on to the campaign and in call preview state |
|
Queue |
- |
The queue assigned to the campaign |
|
Refusals |
Refusals |
Number of refusals |
|
Released Agents |
Released Agents |
Number of agents logged on to the campaign and in the released state |
|
Reschedules |
Reschedules |
Number of rescheduled calls |
|
Run Time |
Campaign Run Time in Minutes |
Duration of the campaign in minutes in hh:mm:ss format from the last time it was started |
|
Sales |
Sales |
Number of sales |
|
Sales per Hour |
- |
Number of sales per hour |
|
Start Time |
- |
Start time of the campaign in hh:mm:ss format |
|
Wrap-up Agents |
Wrap-up Agents |
Number of agents in wrap up |
|
Wrong Number |
Wrong Number |
Number of calls to wrong number |
|
Wrong Person |
Wrong Person |
Number of calls to wrong person |
