- Supervisor Guide Introduction
- AudienceStarting Your Working Session
- Starting Agent Desktop
- User Interface Overview
- Working as an Agent
- Working as a Supervisor
- My Grades
- CasesViewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-Time Metrics
- Team Metrics View
- List of Team Metrics
- Service Metrics View
- Service Metric Descriptions
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric AlertsActive Agent Management
- Changing Agent State
- Individual Chat
- Group Chat
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality ManagementManaging Calendar Events
- Working With Agent Calendars
- How to Reassign an Event
- How to Reassign All of an Agent’s Events to Another Agent Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- 1.1 Metric Descriptions
- 1.1.1 Attempted
- 1.1.2 Attempted %
- 1.1.3 Completed
- 1.1.4 Completed %
- 1.1.5 Dialable
- 1.1.6 Expired
- 1.1.7 Lists P. A. Completed
- 1.1.8 Lists P. A. Remaining
- 1.1.9 State chart
- 1.1.10 Order
- 1.1.11 Ratio
- 1.1.12 Total Completed
- 1.1.13 Total Completed %
- 1.1.14 Total DNC
- 1.1.15 Total Records
- 1.1.16 Total Remaining
- 1.1 Metric Descriptions
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign TeamsEmail Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing My Queues (Personal Email Queues)
List of List Metrics
This section provides detailed descriptions of the real-time metrics that apply to individual calling lists within campaigns and that can be displayed via Lists View. For definitions of all real-time metrics, see List of All Real-Time Metrics. Metrics here are arranged in alphabetical order.
Please note: The term records in the following descriptions shall be interpreted as records of the given list within the given campaign. Note that if any filters were applied to this list when it was associated with the given campaign, the filtered-out records are excluded from any of the following metrics.
Attempted is the number of records from a campaign where contact has been attempted, including the records that are currently being attempted. For campaign operations, this metric is only applicable to individual lists.
Attempted % is the percentage of records attempts during a campaign. This metric provides the percentage of attempted records relative to total records for the day. For campaign operations, this metric is only applicable to individual lists.
The Completed metric provides the number of records that have been completed (i.e., the records for which final dispositions have been set).
Completed % is the percentage of completed records from a campaign for the day out of the sum of completed and remaining records for the day. For campaign operations, this metric is only applicable to individual lists.
Dialable provides the number of records that can be dialed at this moment. Compare this metric to the Total Remaining metric that counts all records whose processing within this campaign has not finished. A difference between the two normally indicates that, even though you still have records to process, some of those records have been rescheduled for a future time and, therefore, you may have substantially fewer records that can be actually dialed at the moment. This metric excludes personally assigned records.
Expired provides the number of records whose processing was finished because the time period during which those records could be called has expired. A record may be set to expire if, for example, the customer agreed to be contacted (opted in) for a limited period of time or to avoid any chance of calling numbers that may have been added to a national or regional/state do-not-call (DNC) list after they were imported into the system for dialing.
Lists P. A. Completed
P. A. Completed returns the number of personally assigned records completed since the beginning of the campaign. This metric is meaningful for preview campaigns only.
Lists P. A. Remaining
P. A. Remaining returns the number of personally assigned records whose processing within this campaign has not finished. This metric is meaningful for preview campaigns only.
State chart is a bar graph displaying four types of counted records: auto, remaining, scheduled, and completed. Each of these counted records can be filtered in or out of the graph by clicking on the record name type. For campaign operations, this metric is only applicable to individual lists.
Order defines the order (from low to high) in which lists will be used within a given service. For more information, see List Order in the Contact Center Administrator Guide.
For lists with the same order, Ratio defines the ratio at which records from these lists will be used. For more information, see Dialing Ratio in the Contact Center Administrator Guide.
This metric provides the total number of records, including personally assigned records, completed since the beginning of the campaign.
Total Completed %
This metric provides the percentage of Total Completed records relative to Total Records.
Total DNC provides the total number of records excluded from dialing since the beginning of the campaign because they matched records in the associated Do Not Call (DNC) lists. This metric includes personally assigned records.
This metric provides the total number of records in the list, including personally assigned records.
Total Remaining provides the total number of records, personally assigned records, whose processing within this campaign has not finished.