Campaign Consolidated Detailed Daily Report (camqry23)

Campaign Consolidated Daily Report (camqry21)

Purpose: Run this report to show the Interval activity and performance of the selected campaigns and their skill group for the selected time period.

Query: This report data is built from an Anonymous Block.

Views: This report has a grid view only.

Grouping: This report is grouped and sorted by campaign name,and then by date and time.

Default Sort Order: By campaign name, and then by date and time.

Value List: Campaigns

Drilldowns: Drilldown to Campaign Consolidated Detailed Interval/Daily Reports.

Database and Tables

Database	Historical
•Table	Campaign
•Table	Campaign_Query_Rule_Interval
•Table	Skill_Group_Interval

Notes:

This report To show the Interval activity and performance of the selected campaigns and their skill group for the selected time period.

Current Fields in the Query Rule within Campaign Detailed Daily Report View

Current fields are those fields that appear by default in a report generated from the Campaign template. You can change them.

Current fields are listed below in the order (left to right) in which they appear by default in the Campaign template.

Column (Field)	Description
Campaign Name	The name of the campaign selected for the report. Derived from:Campaign.CampaignName
Date Time	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
Agent Time In Campaign: Full-Time Equivalent (FTE)	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).
Agent Time In Campaign:Talk	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)
Agent Time In Campaign:Wrap Up	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)
Agent Time In Campaign: Idle	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)
Agent Statistics: Connects/ FTE Agent Hour	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)
Agent Statistics: Time between Agent Connects	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
Completed Calls: Agent Connects	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)
Completed Calls: Not Connected	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.
Completed Calls: Dialer Aband To Other	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.
Completed Calls: Average Handling Time	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)
Outbound Statistics: %Aban (of all voice)	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.
Outbound Statistics: Hit Rate	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
Outbound Statistics: Attempts	The total number of outbound calls attempted. Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Available fields in the Campaign Consolidated Daily Report (camqry21) View

Available fields for this report include the fields that display by default as Current. Additional Available fields in this report are:

•	Agent_Closed (Agent_Closed)
•	Agent_Rejected (Agent_Rejected)
•	AMD (perAMD)
•	Answering_Machine (Answering_Machine)
•	Cancel (perCanceled)
•	Canceled (Canceled)
•	customer_answered (customer_answered)
•	customer_not_answered (customer_not_answered)
•	didnotdial (didnotdial)
•	Fax (Fax)
•	Fax (perFax)
•	Network Error (perNetwork_IVR)
•	Network_IVR (Network_IVR)
•	No Answer (perNo_Answer)
•	No Dialtone (perNo_Dialtone)
•	No_Answer (No_Answer)
•	No_Dialtone (No_Dialtone)
•	No_Ringback (No_Ringback)
•	perCustomer_answered (perCustomer_answered)
•	percustom_noanswer (percustom_noanswer)
•	per_problem (per_problem)
•	problem (problem)
•	Right Party Connect (perVoice)
•	right_party (right_party)
•	SIT Tone (perSIT_Tone)
•	SIT_Tone (SIT_Tone)

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Campaign Consolidated Daily Report (camqry21)

Campaign Consolidated Detailed Daily Report (camqry23)

Purpose: Run this report to analyze the situation with actual customer calls (outbound calls which reached live voice, inbound calls and/or calls transferred to the campaign's skill group) for the selected campaigns and their skillgroups for the selected time period.