Outbound 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 Outbound Campaigns

Column Description
Campaign identifier Shows the name of all outbound 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:

  • busy
  • connected
  • invalid number
  • no answer
  • rejected
  • unavailable
  • voicemail
  • other

 

Maximum Interactions

Table that shows the maximum 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 maximum/hour

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

  • busy
  • connected
  • invalid number
  • no answer
  • rejected
  • unavailable
  • voicemail
  • other

 

Total Interactions

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

Column Unit Description
Date   Shows the day or month of the Interactions
Interaction Outcome total

Shows the total amount, of interactions by outcome. The possible values are:

  • busy
  • connected
  • invalid number
  • no answer
  • rejected
  • unavailable
  • voicemail
  • other

 

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:

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

 

Maximum Interactions Time

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

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

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

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

 

Total Interactions Time

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

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

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

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

 

Average Contact

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

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

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

  • Discarded
  • Done
  • Rescheduled
  • Failed
  • Other

 

Maximum Interactions

Table that shows the maximum number of interactions, per hour, organized by their contact outcome, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Contact Outcome maximum/hour

Shows the maximum amount, of interactions by contact outcome. The possible values are:

  • Discarded
  • Done
  • Rescheduled
  • Failed
  • Other

 

Total Contact

Table that shows the total number of interactions and their contact outcome, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Contact Outcome total

Shows the total amount, of interactions by contact outcome. The possible values are:

  • Discarded
  • Done
  • Rescheduled
  • Failed
  • Other

 

Average Not Ready Reasons

Table that shows the average time, the campaigns 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.

 

Maximum Not Ready Reasons

Table that shows the maximum time, the campaigns 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
Maximum Not Ready Reasons seconds

Shows the maximum 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.

 

Total Not Ready Reasons

Table that shows the total time, the campaigns 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
Total Not Ready Reasons seconds

Shows the total 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 interactions. The data shows the Business Outcomes that you have assigned to the campaign during the campaign creation.

 

Maximum Business Outcomes

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

Column Unit Description
Date   Shows the day or month of the Interactions
Maximum Business Outcomes maximum/hour

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

 

 

Total Business Outcomes

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

Column Unit Description
Date   Shows the day or month of the Interactions
Total Business Outcomes total amount

Shows the total business outcomes, that resulted from the interactions. The data shows the Business Outcomes that you have assigned to the campaign during the campaign creation.

 

Have more questions? Submit a request