Please contact SpinSci Technologies at cuic@spinsci.com for additional support or report customizations.


Summary of Attempts per Campaign Daily Report (camqry13)

Breakdown of Attempts (%) per Campaign Daily Report (camqry15)

Purpose: Run this report To show the breakdown of attempts (in percentage) of each campaign 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: No

Database and Tables

Database

Historical

•Table

Campaign

•Table

Campaign_Query_Rule_Interval

Notes:

This report To show the breakdown of attempts (in percentage) of each campaign for the selected time period.

Current Fields in the Query Rule within Campaign 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

Customer Answered: Right Party Connect

The number of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Dialer Aband

The number of contacts/attempts in the Interval interval abandoned by the dialer because of non availability of the agents and "Abandon to IVR" was not configured.

Derived from: Campaign_Query_Rule_Interval.AbandonDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Aband to IVR

The number of contacts/attempts in the Interval interval that were abandoned by the dialer. However, instead of hanging-up on the customer the customer was transferred to an IVR which plays a message. The percentage of attempts that were sent to IVR (or another dialed number) for treatment after the dialer reached a contact and no agent was available to take the call.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered:Call back

The number of call backs requested by the customer and the campaign is not configured for personal callback.

Derived from: Campaign_Query_Rule_Interval.CallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered:Personal Call back

The number of call back scheduled and requested by the customer and the campaign was configured for personal callback.

Derived from: Campaign_Query_Rule_Interval.PersonalCallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Customer Not Home

The number of contacts in the Interval where the party answering the phone was not the customer

Derived from: Campaign_Query_Rule_Interval.CustomerNotHomeCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Wrong Number

The number of contacts in the Interval where the party answering the phone indicated the customer did not live there.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered:Customer Aband

The number of contacts in the Interval where the customer hung-up immediately after being connected to an agent.

Derived from: Campaign_Query_Rule_Interval. CustomerAbandonDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Answering Machine Device

The number of contacts in the Interval that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval. AnsweringMachineDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer:No Answer

The number of contacts in the Interval that were not answered.

Derived from: Campaign_Query_Rule_Interval. NoAnswerDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer:Busy

The number of contacts in the Interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval. BusyDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer:Cancel

The number of contacts in the Interval where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Problem: SIT Tone

The number of contacts in the Interval that detected a Special Information Tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Problem: No Dial tone

The number of contacts in the Interval that did not detect a dial tone

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Problem: Fax

The number of contacts in the Interval that detected a fax.

Derived from:Campaign_Query_Rule_Interval.FaxDetect

Problem: Network Error

The number of contacts that encountered one of the following problems: No Ringback from network when dial attempted. Network disconnected while alerting. Low Energy ("or dead air") call detected by the dialer.

Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect

.

Available fields in the Breakdown of Attempts (%) per Campaign Daily Report (camqry15) View

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


•

Aband13 (Aband13)

•

Abandon To IVR (perAbandon_To_IVR)

•

Abandon_To_IVR (Abandon_To_IVR)

•

Agent_Closed (Agent_Closed)

•

Agent_Rejected (Agent_Rejected)

•

AMD (perAMD)

•

Attempts (Attempts)

•

Busy (Busy)

•

Busy (perBusy)

•

Callback (Callback)

•

Callback (perCallback)

•

Customer_Abandon (Customer_Abandon)

•

customer_not_answered (customer_not_answered)

•

Date (datecol)

•

didnotdial (didnotdial)

•

HitRate (HitRate)

•

Network Error (perNetwork_IVR)

•

Network_IVR (Network_IVR)

•

PerAband (PerAband)

•

perCustomer_answered13 (perCustomer_answered13)

•

percustom_noanswer13 (percustom_noanswer13)

•

Personal Callback (perpersonal_callback)

•

personal_callback (personal_callback)

•

problem (problem)

•

Voice (Voice)




Goto Top

Breakdown of Attempts (%) per Campaign Daily Report (camqry15)

Summary of Attempts per Campaign Daily Report(camqry13)

Purpose: Run this report To show the status (summary and percentage) of each campaign 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: No

Database and Tables

Database

Historical

•Table

Campaign

•Table

Campaign_Query_Rule_Interval

Notes:

To show the status (summary and percentage) of each campaign for the selected time period.

Current Fields in the Query Rule within Campaign 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

Key Statistics: Customer Answered

The number 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)

Key Statistics: Right Party Connect

The percentage of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Key Statistics: Dialer Aband & Aband to IVR

The number of calls that were abandoned by the dialer or abandoned to IVR because of the non-availability of agents to take the call.Campaign configuration determines whether these calls are abandoned at the dialer or to IVR.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR + Campaign_Query_Rule_Interval.AbandonDetect

Attempts:Total

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Attempts:Customer Answered

The percentage of attempted calls 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

Attempts: Did not Answer

The percentage of call attempted when the number was dialed but the customer was not reached and there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval.AnsweringMachineDetect + Campaign_Query_Rule_Interval.BusyDetect + Campaign_Query_Rule_Interval.NoAnswerDetect + Campaign_Query_Rule_Interval.CancelledDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Problem

The percentage of call attempted where the contact was dialed and one of the following problems was encountered: Fax machine detected No dial tone when dialer port went off hook No Ringback from network when dial attempted Network disconnected while alerting. Low Energy ("or dead air") call detected by the dialer. Operator intercept (SIT Tone) was returned from network when dial attempted

Derived from: (Campaign_Query_Rule_Interval.FaxDetect + Campaign_Query_Rule_Interval.NoDialToneDetect + Campaign_Query_Rule_Interval.NoRingBackDetect + Campaign_Query_Rule_Interval.SITToneDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Dial: Agent Closed

The number of preview/callback calls that were rejected by the agent (these customers will not be dialed).

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect Note: These calls are not counted as attempted.

Did Not Dial: Agent Rejected

The number of preview/callback calls in the interval that were rejected by the agent (These customers should be tried contacting again).

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect Note: These calls are not counted as attempted. Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect


Available fields in the Summary of Attempts per Campaign Daily Report(camqry13) View

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


•

Aband13 (Aband13)

•

AMD (perAMD)

•

customer_answered (customer_answered)

•

customer_not_answered (customer_not_answered)

•

Dialer Aband (perDialerAban)

•

DialerAband (DialerAband)

•

didnotdial (didnotdial)

•

Fax (Fax)

•

Fax (perFax)

•

HitRate (HitRate)

•

Network Error (perNetwork_IVR)

•

Network_IVR (Network_IVR)

•

No Answer (perNo_Answer)

•

No_Answer (No_Answer)

•

PerAband (PerAband)

•

perCustomer_answered13 (perCustomer_answered13)

•

percustom_noanswer13 (percustom_noanswer13)

•

Right Party Connect (perVoice)

•

right_party13 (right_party13)