Inbound Reporting Tables

When you export the Inbound campaigns reports you will find information about the Inbound campaigns on several different tables. This tables will give you information regarding different dimensions on a campaign performance. 

 

Included Inbound Campaigns

Column Description
Campaign identifier Shows the name of all inbound campaigns included in the report 

 

Average Interactions

Table that shows the average number of interactions, per hour, and their outcome, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Interaction Outcome average/hour

Shows the average amount, per hour, of interactions by outcome. The possible values are:

  • Abandoned
  • Handled
  • Rejected
  • Overflowed
  • Offered

 

Average Abandoned Interactions

Table that shows the average number of interactions that were abandoned, per hour, and the call duration period in which they were abandoned.

Column Unit Description
Date   Shows the day or month of the Interactions
Time until abandon average/hour

Shows the average amount of calls abandoned, per hour, during a specific amount of call duration. The possible call duration values are:

  • Before 30 seconds
  • Between 30 and 60 seconds
  • Between 60 and 90 seconds
  • Between 60 and 90 seconds
  • After 120 seconds
  • Before Target SLA
  • After Target SLA

Note: SLA is defined in the campaign creation, in the Acceptable waiting time for callers parameter.

 

Average Handled Interactions

Table that shows the average number of interactions that were handled, per hour, and the call duration period in which they were abandoned.

Column Unit Description
Date   Shows the day or month of the Interactions
Time until pickup average/hour

Shows the average amount of calls handled, per hour, during a specific amount of call duration. The possible call duration values are:

  • Before 30 seconds
  • Between 30 and 60 seconds
  • Between 60 and 90 seconds
  • Between 60 and 90 seconds
  • After 120 seconds
  • Before Target SLA
  • After Target SLA

Note: SLA is defined in the campaign creation, in the Acceptable waiting time for callers parameter.

 

Average Offered Interactions

Table that shows the average number of interactions that were offered, per hour, and the call duration period in which they were offered.

Column Unit Description
Date   Shows the day or month of the Interactions
Time until offer average/hour

Shows the average amount of calls handled, per hour, during a specific amount of call duration. The possible call duration values are:

  • Before 30 seconds
  • Between 30 and 60 seconds
  • Between 60 and 90 seconds
  • Between 60 and 90 seconds
  • After 120 seconds

 

Average Overflowed Interactions

Table that shows the average number of interactions that were overflowed, per hour, and the call duration period in which they were overflowed.

Column Unit Description
Date   Shows the day or month of the Interactions
Time until overflow average/hour

Shows the average amount of calls overflowed, per hour, during a specific amount of call duration. The possible call duration values are:

  • Before 30 seconds
  • Between 30 and 60 seconds
  • Between 60 and 90 seconds
  • Between 60 and 90 seconds
  • After 120 seconds
  • Before Target SLA
  • After Target SLA

Note: SLA is defined in the campaign creation, in the Acceptable waiting time for callers parameter.

 

Average Rejected Interactions

Table that shows the average number of interactions that were rejected, per hour, and the call duration period in which they were rejected.

Column Unit Description
Date   Shows the day or month of the Interactions
Time until rejection average/hour

Shows the average amount of calls rejected, per hour, during a specific amount of call duration. The possible call duration values are:

  • Before 30 seconds
  • Between 30 and 60 seconds
  • Between 60 and 90 seconds
  • Between 60 and 90 seconds
  • After 120 seconds
  • Before Target SLA
  • After Target SLA

Note: SLA is defined in the campaign creation, in the Acceptable waiting time for callers parameter.

 

Average Service Level

Table that shows the average number of interactions that were rejected, per hour, and the call duration period in which they were rejected.

Column Unit Description
Date   Shows the day or month of the Interactions
Time until rejection average/hour

Shows the average amount of calls rejected, per hour, during a specific amount of call duration. The possible call duration values are:

  • Before 30 seconds
  • Between 30 and 60 seconds
  • Between 60 and 90 seconds
  • Between 60 and 90 seconds
  • After 120 seconds
  • Before Target SLA
  • After Target SLA

Note: SLA is defined in the campaign creation, in the Acceptable waiting time for callers parameter.

 

Average Interactions Time

Table that shows the average interaction times during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Average Interaction Time seconds

Shows the average interaction time, in seconds, in each stage of an interaction. The data is shown for:

  • Alerting
  • Hold
  • Preview
  • Talk
  • Wrapup
  • Handling

 

Average Not Ready Reasons

Table that shows the average time, the campaign agents were in a determined not ready reason, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Average Interaction Time seconds

Shows the average time, in seconds, that agents were in not ready reason. The data is shown for the not ready reasons you have defined in your Call Center configuration.

 

Average Business Outcomes

Table that shows the average business outcomes, of the included campaigns, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Average Business Outcomes average/hour

Shows the average business outcomes, per hour, that resulted from the interaction. The data shows the Business Outcomes that you have assigned to the campaign during the campaign creation.

 

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