732 Outbound Campaign Attempts Interval
Definition
This report shows key data for the Outbound Option on a historical interval basis per campaign (only contains rows where data exists).
Main data source: Campaign_Query_Rule_Interval
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| CampaignID | ID of dialer campaign | |
| CampaignName | Configured name of dialer campaign | |
| DateTime | Date and start time of the interval sum | |
| Date | Date of the interval sum | |
| Time | Start time of the interval sum | |
| DoW | Weekday of the interval sum (1 Mon - 7 Sun) | |
| TotalAttempts | Total number of calls to the customer's telephone number | |
| CustomerAnswered | Number of customer calls that have been answered by any person | |
| PerCustomerAnswered | Percentage of customer calls that have been answered by any person | CustomerAnswered / TotalAttempts |
| RightParty | Number of customer calls that have been answered by the correct person | |
| PerRightParty | Percentage of customer calls that have been answered by the correct person | RightParty / TotalAttempts |
| CallbackRequest | Number of customer calls that have been answered by any person and requested a callback (mistimed or correct person not available) | |
| PerCallbackRequest | Percentage of customer calls that have been answered by any person and requested a callback (mistimed or correct person not available) | CallbackRequest / TotalAttempts |
| NotHome | Number of customer calls that have been answered by a wrong person under the correct telephone number | |
| PerNotHome | Percentage of customer calls that have been answered by a wrong person under the correct telephone number | NotHome / TotalAttempts |
| WrongNumber | Number of customer calls that have been answered by a wrong person due to wrong telephone number | |
| PerWrongNumber | Percentage of customer calls that have been answered by a wrong person due to wrong telephone number | WrongNumber / TotalAttempts |
| CustomerDropped | Number of customer calls that have been answered by any person, but the call was terminated immediately due to the person hanging up | |
| PerCustomerDropped | Percentage of customer calls that have been answered by any person, but the call was terminated immediately due to the person hanging up | CustomerDropped / TotalAttempts |
| DialerDropped | Number of customer calls that have been answered by any person but have been hung up by the dialer due to missing agents or that have been transferred to an IVR | |
| PerDialerDropped | Percentage of customer calls that have been answered by any person but have been hung up by the dialer due to missing agents or that have been transferred to an IVR | DialerDropped / TotalAttempts |
| CustomerAbandoned | Number of customer calls that have been cancelled | |
| PerCustomerAbandoned | Percentage of customer calls that have been cancelled | CustomerAbandoned / TotalAttempts |
| AnsweringMachine | Number of customer calls that have been cancelled due to a detected answering machine | |
| PerAnsweringMachine | Percentage of customer calls that have been cancelled due to a detected answering machine | AnsweringMachine / TotalAttempts |
| Busy | Number of customer calls that have been cancelled due to a detected busy signal | |
| PerBusy | Percentage of customer calls that have been cancelled due to a detected busy signal | Busy / TotalAttempts |
| NoAnswer | Number of customer calls that have been cancelled due to no answer | |
| PerNoAnswer | Percentage of customer calls that have been cancelled due to no answer | NoAnswer / TotalAttempts |
| Cancelled | Number of customer calls that have been cancelled due to missing agents | |
| PerCancelled | Percentage of customer calls that have been cancelled due to missing agents | Cancelled / TotalAttempts |
| CustomerInvalid | Number of customer calls that were not possible | |
| PerCustomerInvalid | Percentage of customer calls that were not possible | CustomerInvalid / TotalAttempts |
| NoDialTone | Number of customer calls that were not possible due to a missing dial tone | |
| PerNoDialTone | Percentage of customer calls that were not possible due to a missing dial tone | NoDialTone / TotalAttempts |
| NoRingBack | Number of customer calls that were not possible due to not receiving a ring-back tone | |
| PerNoRingBack | Percentage of customer calls that were not possible due to not receiving a ring-back tone | NoRingBack / TotalAttempts |
| SITTone | Number of customer calls that were not possible due to a Special Information Tone (SIT) | |
| PerSITTone | Percentage of customer calls that were not possible due to a Special Information Tone (SIT) | SITTone / TotalAttempts |
| Fax | Number of customer calls that were not possible due to a detected fax | |
| PerFax | Percentage of customer calls that were not possible due to a detected fax | Fax / TotalAttempts |
| DidNotDial | Number of reservations that have been rejected by the agents and thus the customers were not called | |
| Rejected | Number of reservations that have been rejected by the agents and have been postponed | |
| PerRejected | Percentage of reservations that have been rejected by the agents and have been postponed | Rejected / DidNotDial |
| Closed | Number of reservations that have been rejected by the agents and the contacts were closed | |
| PerClosed | Percentage of reservations that have been rejected by the agents and the contacts were closed | Closed / DidNotDial |
| OutboundTime | Total handling time of Outbound calls in seconds from answering to end of wrap-up (handling time without reservation time and without hold time) | TalkTime + WrapupTime |
| AvgOutboundTime | Average handling time of Outbound calls in seconds from answering to end of wrap-up (handling time without reservation time and without hold time) | TalkTime + WrapupTime / CustomerAnswered |
| TalkTime | Time in seconds which the call is active (call duration without hold time) | |
| AvgTalkTime | Average time in seconds which the call is active (call duration without hold time) | TalkTime / CustomerAnswered |
| WrapupTime | Time in seconds which the call is in the wrap-up stage (after active Contact Center tasks until agents are available again) | |
| AvgWrapupTime | Average time in seconds which the call is in the wrap-up stage (after active Contact Center tasks until agents are available again) | WrapupTime / CustomerAnswered |