Inbound Campaign Chat

Calculates inbound campaign statistics for chats. If a Derived column for a statistic is not specified, then it is false by default.

Columns

  • Abandoned – The number of abandoned chats in the inbound campaign.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: totalChatsAbandoned

  • Avg Handle Time – The average time agents spend processing chats in the inbound campaign. Talk time plus Wrap-up time divided by number of chats.

  • Avg Handle Time Preview – The value in seconds calculated after a disposition is set for a campaign chat interaction. Handle time - Time to process a chat interaction (chat time + wrap-up time [after-chat work time]). Average handle time - Total handle times of all queues in the campaign divided by the total number of chats during the time interval selected in the Time Range options.

  • Avg Handle Time Proactive – The value in seconds calculated after a disposition is set for a campaign chat interaction. Handle time - Time to process a chat interaction (chat time + wrap-up time [after-chat work time]). Average handle time - Total handle times of all queues in the campaign divided by the total number of chats during the time interval selected in the Time Range options.

  • Avg Queue Time – The average queue time for chats in the inbound campaign.

  • Avg Queue Time Preview – The average queue time for Preview chats in the inbound campaign.

  • Avg Queue Time Proactive – The average queue time Proactive for chats in the inbound campaign.

  • Avg Speed Of First Response – The average speed of first response for chats in the inbound campaign.

  • Avg Speed Of First Response Proactive – The average speed of first response Proactive for chats in the inbound campaign.

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

  • Campaign Id – The ID of the campaign.

  • Campaign Name – The name of the campaign.

  • Closed – The number of closed chat interactions in the inbound campaign. Interaction is complete and finalized.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: totalChatsClosed

  • Closed Preview – The number of closed Preview chat interactions in the inbound campaign.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: totalPreviewChatsClosed

  • Closed Proactive – The number of closed Proactive chat interactions in the inbound campaign.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: totalProactiveChatsClosed

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.