Autodial Campaign

Displays the reporting summary data for every autodial campaign. If a Derived column for a statistic is not specified, then it is false by default.

Columns

  • Abandon Rate – Percentage of total calls marked abandoned in the autodial campaign.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: abandonedCallsCount

  • Abandoned – The total number of abandoned calls in relation to the sum of total abandoned calls and live connect calls.

  • Avg Available Time – The average time that an agent is in ready state.

  • Avg Call Time – The average call time from call connection to hang up. (+)/. Does not include wrap-up time.

  • Avg Handle Time – The average time agents spend processingcalls. Talktimepluswrap-uptime divided by number of calls.

  • Avg Speed Of Answer – The average time to answer a call calculated from the call start to agent acceptance.

  • Avg Wrap Time – The average agent wrap-up time for the campaign.

  • Call Charges – The total charges for selected time period. Requires the User Can View Billing Infopermission to be visible.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: callCharges

  • Campaign Id – The ID of the autodial campaign.

  • Campaign Name – The name of the autodial campaign.

  • Connected – The calls connected to the agent.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: connectedCallsCount

  • First Call Resolution – The percentage of calls assigned a disposition with first call resolution flags vs. total calls. The percentage is based on the total number of calls processed by the agent.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: firstCallResolution

  • Handled – The percentage of count of calls processed by agents or IVR rules. The opposite of No Party Contact. Includes calls processed by an IVR that do not reach an agent, such as those sent to voicemail.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: handledCallsCount

  • IVR Error – IVR errors occured during interaction distribution.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: finishedInIVRErrorCallsCount

  • IVR Success – Interactions completed in IVR.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: finishedInIVRSuccessCallsCount

  • Longest Hold Time – The longest time that a caller waited on hold.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: longestHoldTime

  • Longest Queue Time – The longest time that a caller waited in the queue during the statistics interval.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: longestQueueTime

  • No Party Contact Agent – The number of times the custom disposition was used when no live party was reached.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: noPartyContactAgentCallsCount

  • No Party Contact Sys – The number of No Answer, Busy, Answering Machine, or Operator Intercept dispositions.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: noPartyContactSystemCallsCount

  • Service Level Queue – The percentage of queued calls that are answered within the a Speed of Answer specified by the administrator.

  • Service Level Talk – The agent’s talk time. In outbound campaigns, it is the percentage of calls processed within the Speed of Answers specified by the administrator.

  • Total Calls – The number of calls in the campaign processed by the agent.

    API Statistic: AUTODIAL_CAMPAIGN_STATISTICS

    API Statistic Field: totalCallsCount

Calculation Parameters

The Grid function has these optional parameters:

  • Campaigns – Allows you to select from a list of Campaigns.

  • Campaigns Groups – Allows you to select from a list of Campaign groups.