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Column (Field)
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Description
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Campaign Name
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The name of the campaign selected for the report.
Derived from:Campaign.CampaignName
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Date Time
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The date and time of the start Interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.
Derived from: Campaign_Query_Rule_Interval.DateTime
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Agent Time In Campaign: Full-Time Equivalent (FTE)
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The FTE value for the agents logged in and skilled for the campaign and not working in other skill groups (or not ready) in the Interval.
If all agents spend full-time on the campaign's skill during the Interval, the FTE is the number of agents.
Derived from: (Skill_Group_Interval.LoggedOnTime -
Skill_Group_Interval.BusyOtherTime -
Skill_Group_Interval.NotReadyTime)/ 1800
Note: The FTE calculation for Camqry21 is different from the FTE calculation for Camqry20 and cannot be compared for these two reports.
Camqry21 is a daily report and the FTE value is calculated depending on the number of Intervals. This report calculates the value for all the Intervals irrespective of the availability of data for the Interval in the database.
Camqry20 is a Interval report and calculates the FTE value based on the Intervals existing in the database.
Here's an example:
Consider, Camqry20 and Camqry21 are generated with the value: DateTime: 02/12/2008 00:00:00 Start Date Time to "02/12/2008 23:59:00 - End Date Time" (The user can select the DateTime for the report to be generated).
Camqry20 displays only the Interval with data that is present in the database. If the selected campaign has data from "02/12/2008 10:00:00", the data displayed will be "02/12/2008 10:00:00", "02/12/2008 10:30:00 ", and so on, until the end date time selected by the user (02/12/2008 23:59:00). Therefore, if there are only 10 Intervals with data, the FTE value will be FTE/10.
The Camqry21 report counts all the Intervals selected between the Start DateTime and End DateTime in the report, which is 48 (as shown in the above example).
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Agent Time In Campaign:Talk
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The time that the agent spent in one of the campaign's skill groups.
Derived from: (Skill_Group_Interval.TalkTime -
Skill_Group_Interval.TalkReserveTime)/
(Skill_Group_Interval.LoggedOnTime -
Skill_Group_Interval. BusyOtherTime -
Skill_Group_Interval.NotReadyTime)
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Agent Time In Campaign:Wrap Up
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The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in one of the campaign's skill groups.
Derived from: (Skill_Group_Interval.WorkReadyTime +
Skill_Group_Interval.WorkNotReadyTime)/
(Skill_Group_Interval.LoggedOnTime -
Skill_Group_Interval. BusyOtherTime -
Skill_Group_Interval.NotReadyTime)
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Agent Time In Campaign: Idle
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The percentage of time the agents were available in one of the campaign's skill group; but not working.
Derived from: (Skill_Group_Interval.ReservedStateTime +
Skill_Group_Interval.TalkReserveTime +
Skill_Group_Interval.AvailTime)/
(Skill_Group_Interval.LoggedOnTime -
Skill_Group_Interval. BusyOtherTime -
Skill_Group_Interval.NotReadyTime)
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Agent Statistics: Connects/ FTE Agent Hour
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The FTE value for number of calls of agents the Interval for the campaign's skill groups
Derived from: (Skill_Group_Interval.AutoOutCalls +
Skill_Group_Interval.CallsHandled +
Skill_Group_Interval. PreviewCalls) * 3600/
(Skill_Group_Interval.LoggedOnTime -
Skill_Group_Interval.BusyOtherTime -
Skill_Group_Interval.NotReadyTime, 0)
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Agent Statistics: Time between Agent Connects
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The average time in seconds between the connecting customer calls to the agents.
Derived from: (Skill_Group_Interval.ReservedStateTime +
Skill_Group_Interval.TalkReserveTime +
Skill_Group_Interval.AvailTime)/
(Skill_Group_Interval.AutoOutCalls +
Skill_Group_Interval.CallsHandled +
Skill_Group_Interval. PreviewCalls)
The Summary Avg for Time between Agent Connects is calculated using the following formula:
Summary Avg for a selected campaign = idle time/ agent connects
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Completed Calls: Agent Connects
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The number of calls (outbound and inbound) handled per agent for the campaign's skill groups.
Derived from: (Skill_Group_Interval.AutoOutCalls +
Skill_Group_Interval.CallsHandled +
Skill_Group_Interval.PreviewCalls)
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Completed Calls: Not Connected
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The number of customer calls that were not connected to any agent or device.This includes calls which were abandoned by the dialer or abandoned to IVR (includes inbound and outbound calls) and resulted in customer abandon in queue or routing script error.
Derived from: Skill_Group_Interval.RouterCallsAbandQ +
Skill_Group_Interval.RouterError +
Campaign_Query_Rule_Interval.CustomerAbandonDetect +
Campaign_Query_Rule_Interval.AbandonDetect
Note: This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent. This results in extraneous Router Error call reports which inflates the value in this column.
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Completed Calls: Dialer Aband To Other
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The number of calls which are in abandon to IVR state and have completed in a way not associated with a skill group in this campaign.
This value only applies to Campaigns where the skill groups associated with the campaign are not used for inbound
Derived from: Campaign_Query_Rule_Interval.AbandonToIVR -
(Skill_Group_Interval.RouterCallsAbandQ +
Skill_Group_Interval.CallsHandled +
Skill_Group_Interval.RouterError)
Note:
This column is approximate because the abandon to IVR might occur in one interval and the call completion occurs in another.
This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent which will result in under counting in this column.
This column is invalid if the skill group is used for anything other than outbound agent campaigns, e.g. inbound or transferred calls as this will result in undercounting in this column.
This column is invalid if the abandon to IVR script queues to multiple skill groups in this campaign because RouterErrors and RouterCallsAbandQ are counted once in each skill group the call was queued to which will result in undercounting in this column.
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Completed Calls: Average Handling Time
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The average length of calls (Inbound and Outbound) handled by the agent during the campaign's skill group selected interval.
Derived from: (Skill_Group_Interval.TalkTime -
Skill_Group_Interval.TalkReserveTime +
Skill_Group_Interval.WorkReadyTime +
Skill_Group_Interval.WorkNotReadyTime)/
(Skill_Group_Interval.AutoOutCalls +
Skill_Group_Interval.CallsHandled +
Skill_Group_Interval.PreviewCalls)
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Outbound Statistics: %Aban (of all voice)
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The percentage of calls that reached a live voice and were abandoned by the dialer or abandon to IVR because no agent was available.
Derived from: (Campaign_Query_Rule_Interval.AbandonDetect +
Campaign_Query_Rule_Interval.AbandonToIVR)/
(Campaign_Query_Rule_Interval.VoiceDetect +
Campaign_Query_Rule_Interval.WrongNumberCount +
Campaign_Query_Rule_Interval.CustomerNotHomeCount +
Campaign_Query_Rule_Interval.CustomerAbandonDetect +
Campaign_Query_Rule_Interval.CallbackCount +
Campaign_Query_Rule_Interval.PersonalCallbackCount +
Campaign_Query_Rule_Interval.AbandonDetect +
Campaign_Query_Rule_Interval.AbandonToIVR)
Note: This calculation is used to measure the performance.
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Outbound Statistics: Hit Rate
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The percentage % of the outbound calls (attempts) that reached a live voice.
Derived from: (Campaign_Query_Rule_Interval.VoiceDetect +
Campaign_Query_Rule_Interval.WrongNumberCount +
Campaign_Query_Rule_Interval.CustomerNotHomeCount +
Campaign_Query_Rule_Interval.CustomerAbandonDetect +
Campaign_Query_Rule_Interval.CallbackCount +
Campaign_Query_Rule_Interval.PersonalCallbackCount +
Campaign_Query_Rule_Interval.AbandonDetect +
Campaign_Query_Rule_Interval.AbandonToIVR)/
Campaign_Query_Rule_Interval.ContactsAttempted
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Agent_Closed (Agent_Closed)
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Agent_Rejected (Agent_Rejected)
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AMD (perAMD)
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Answering_Machine (Answering_Machine)
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Attempts (Attempts)
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Cancel (perCanceled)
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Canceled (Canceled)
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customer_answered (customer_answered)
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customer_not_answered (customer_not_answered)
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didnotdial (didnotdial)
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Fax (Fax)
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Fax (perFax)
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Network Error (perNetwork_IVR)
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Network_IVR (Network_IVR)
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No Answer (perNo_Answer)
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No Dialtone (perNo_Dialtone)
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No_Answer (No_Answer)
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No_Dialtone (No_Dialtone)
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No_Ringback (No_Ringback)
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perCustomer_answered (perCustomer_answered)
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percustom_noanswer (percustom_noanswer)
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per_problem (per_problem)
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problem (problem)
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Right Party Connect (perVoice)
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right_party (right_party)
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SIT Tone (perSIT_Tone)
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SIT_Tone (SIT_Tone)
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