Campaign Statistics RT

Calculates real-time statistics for Campaigns. This is a Real Time calculation. This calculation requires the Enable Campaigns connector setting to be enabled.

Columns

  • Abandon – The number of calls abandoned by the dialer.

  • Abandon To IVR – The number of calls that detected an answering machine.

  • Agent Closed – The number of preview/callback calls that were closed by an agent.

  • Agent Rejected – The number of preview/callback calls that were rejected by an agent.

  • Attempted – The number of attempted calls.

  • Available To Dial – The total number of records available to dial for the current campaign query rule.

  • Busy – The number of calls that detected a busy signal.

  • Callback – The number of records scheduled for a callback today.

  • Campaign Id – The ID of the Campaign.

  • Campaign Name – The name of the Campaign.

  • Cancelled – The number of calls where the dialer cancelled a ringing customer call.

  • Closed – The number of closed calls.

  • Customer Abandon – The number of calls where the customer hung-up immediately after picking up the phone.

  • Customer Contacted – The number of calls for the day that ended in successful customer contact. Outbound Option - The number of calls that detected a live person.

  • No Answer – The number of calls that were not answered.

  • No Dial Tone – The number of calls that did not detect a dial tone.

  • No Ring Back – The number of calls in the current half hour period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call.

  • Personal Callback – The number of calls where the customer requested a personal callback.

  • Talk Time – The total time the agents spent talking on the phone.

  • Total – The total number of records available to dial for the current campaign query rule.

  • Wrapup Time – The total time the agents spent in the wrap-up state.

  • Wrong Number – The number of calls where the customer’s phone number was incorrect.

Calculation Parameters

The Grid function has these optional parameters:

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

  • Skill Groups – Allows you to select from a list of Skill Group names.