Outbound Campaign¶
Displays the reporting summary data for every outbound campaign.
Columns¶
Abandon Rate – The total number of abandoned calls in relation to the sum of total abandon calls and liveconnectcalls. Use this statistic to monitor the abandoned calls percentage for FCC or Ofcom telemarketing regulations. To ensure that your main compliant with FCC regulations regarding abandoned campaign calls, custom dispositions that indicate that no party was reached are not included in this calculation. Refer to FCC regulations for current requirements and call abandonment rate calculation.
Abandoned – The number of abandoned calls.
API Statistic: OUTBOUND_CAMPAIGN_STATISTICS
API Statistic Field: abandonCallRate
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: OUTBOUND_CAMPAIGN_STATISTICS
API Statistic Field: callCharges
Campaign Id – The ID of the outbound campaign.
Campaign Name – The Name of the outbound campaign.
Connected – The number of calls connected to agent in the outbound campaign.
API Statistic: OUTBOUND_CAMPAIGN_STATISTICS
API Statistic Field: connectedCallsCount
Connected FCC – The number of calls connected to FCC system.
API Statistic: OUTBOUND_CAMPAIGN_STATISTICS
API Statistic Field: connected_FccCallsCount
First Call Resolution – 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: OUTBOUND_CAMPAIGN_STATISTICS
API Statistic Field: firstCallResolution
Handled – The number 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: OUTBOUND_CAMPAIGN_STATISTICS
API Statistic Field: handledCallsCount
Longest Hold Time – The longest time that a caller waited on hold.
API Statistic: OUTBOUND_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: OUTBOUND_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: OUTBOUND_CAMPAIGN_STATISTICS
API Statistic Field: noPartyContactAgentCallsCount
No Party Contact Sys – The number of No Answer, Busy, Answering Machine, or Operator Intercept dispositions.
API Statistic: OUTBOUND_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.
Skipped In Preview – The number of records that were skipped preview. Only applicable to campaigns running in Preview Dialing mode.
API Statistic: OUTBOUND_CAMPAIGN_STATISTICS
API Statistic Field: skippedInPreviewCallsCount
Total Calls – The total number of calls in the campaign processed by the agent.
API Statistic: OUTBOUND_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.