Campaign Statistics

Calculates statistics for campaigns.

Columns

  • Agent Not Respond – The number of calls that were answered by the agent but not responded to.

  • Answering Machine – The number of calls that reached Answering machine.

  • Attempted – The number of attempts to call the numbers listed in the DialingList table.

  • Busy – The number of calls on which a busy signal was detected.

  • Callback – The number of calls marked as callback requests by customers.

  • Callback Failed – The number of calls marked as callback requests but failed as callbacks.

  • Callback Missed – The number of calls marked as callback requests but missed as callbacks.

  • Campaign Id – The ID of the campaign.

  • Campaign Name – The name of the campaign.

  • Customer Abandoned – The number of calls abandoned by customers, i.e., customers ended the calls.

  • Do Not Call – The number of calls where customers indicated they do not wish to be called again.

  • Failed – The number of calls that failed for some reason.

  • Fax Modem – The number of calls that reached a fax machine or modem.

  • Invalid – The number of calls where the number was identified as invalid or incorrect.

  • No Answer – The number of calls to which there was no answer.

  • Percentage Attempted – This column represents the percentage of calls attempted by agents out of the total number of records available in the DialingList table.

    Formula:

    (Attempted / Total) * 100

  • Remaining – The number of remaining call attempts yet to be made to the numbers listed in the DialingList table.

  • Skip Close Reject Close – The number of calls skipped, rejected, and closed by the agent during a preview call.

  • Skip Reject – The number of calls skipped or rejected by the agent during a preview call.

  • System Abandoned – The number of calls abandoned by the system, i.e., abandoned by the automatic call system.

  • Total – The number of records in the DialingList table, where each record is uniquely identified by the value in the “dialingListID” column.

  • Voice – The number of answered and connected calls to agent.

  • Wrong Number – The number of calls where the number was identified as wrong or invalid.

  • Wrong Person – The number of calls where the wrong person was contacted.

Calculation Parameters

The Grid function has these optional parameters:

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

  • Queues – Allows you to select from a list of Contact Service Queue names.