Inbound campaign reports

In the inbound campaigns reports area, you can see reports by inbound campaign or for all inbound campaigns. In here you can see:

 

Inbound Campaign report list - Overview

The inbound campaign report list is available through:

  1. In the Nubitalk main window, click reports.
  2. Click inbound campaigns under the call center section:

    inbound.png

  3. The inbound campaign report list will open:

    list.png

  4. To define a report criteria you can combine any of the following criterion:
    • Select a Start date from the calendar.
    • Select an End date from the calendar.
    • Select a specific timezone from the drop-down.
    • Search for any term in the free search box.
  5. In the overview you have information about All Inbound Campaigns or specific Campaigns, for the following fields:
    • Name - The campaign name.
      Note that the first row of the list shows information for all campaigns.
    • AHI - Average Handled Interactions - The average number of interactions handled in the context of a campaign.
    • AOI - Average Offered Interactions - The average number of interactions that were offered to the agents.
    • AST - Average Service Time - The average time taken to handle interactions on this campaign.
    • ASL - Average Service Level - The average service level for this campaign.
    • Export - In the export section you have 3 different exporting options for your reports:

 

Inbound Campaign report list - Detailed report view

In the inbound campaign report list you can have access to a report detailed view. To do it:

  1. In the Inbound Campaign Report List, click detailed.png right next to the Campaign name to which you want to see the report.
  2. A detailed report will appear, for the selected Campaign or for All Campaigns, depending on your selection:

    inbound_details.png

  3. In here you have graphical representation of the reporting data. In here you can:
    • Filter by campaign. To do it:
      • Click in inbounds. A dialog will open.
      • Select the inbound campaign you want to filter by.
      • Click in Apply Filter.
    • Select between a line graph or a bar graph.
    • Select between average, max or total values for your graphs.
    • Compare data from different dates or time windows.
    • Select if you want to see data referring to Interactions, Service LevelInteractions TimeActivity or Business Outcome. To do it select the corresponding tab.
    • Export the graphs to print, to images, or to .csv files, by clicking in export.png.
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