Inbound Campaign

Calculates inbound campaign statistics for calls. 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.

  • Abandoned – The number of abandoned calls in the inbound campaign. When the calling party hangs up while still in the queue.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: abandonCallRate

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

  • 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 processing calls in the inbound campaign. Talk Time plus Wrap-up time divided by number of calls.

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

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

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

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: Call Charges

  • Campaign Id – The ID of the campaign.

  • Campaign Name – The name of the campaign.

  • Connected – The calls connected to the agent in the inbound campaign.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: connectedCallsCount

  • First Call Resolution – The 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: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: firstCallResolution

  • Handled – The count of calls processed by agents or IVR rules in the inbound campaign. 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: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: handledCallsCount

  • IVR Error – Calls with IVR Error in the inbound campaign.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: finishedInIVRErrorCallsCount

  • IVR Success – The number of inbound campaign calls successfully reached IVR system.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: finishedInIVRSuccessCallsCount

  • Longest Hold Time – The longest time that a caller waited on hold in the inbound campaign.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: longestHoldTime

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

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: longestQueueTime

  • Rejected – The number of rejected inbound campaign calls in the inbound campaign.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: rejectedCallsCount

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

  • Service Level Talk – The agent’s talk time in the inbound campaign. 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 inbound campaign processed by the agent.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: totalCallsCount

  • Visual IVR Sessions – The number of Visual IVR Sessions in the inbound campaign.

    API Statistic: INBOUND_CAMPAIGN_STATISTICS

    API Statistic Field: vivrSessionsCount

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.