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• 5.2 • 5.3

Contents

Campaign in Time Report

The Campaign in Time report provides a set of key performance indicators for a selected outbound campaign.


Outbound campaign metrics are shown in the Campaign in Time report


Metric Descriptions

The metrics of this report are organized into columns, which are described as follows in the order in which they appear in the report.


Records Completed

Records Completed provides the number of campaign records completed within the reporting interval for which at least one number was dialed.


Records Excluded

Records Excluded provides the number of campaign records completed within the reporting interval for which no attempts were made because of Do Not Call (DNC) match or filter exclusion.


Dialed

Dialed provides the number of campaign calls that were attempted in the reporting interval.


Avg Calling Rate

Avg Calling Rate provides the number of campaign calls that were attempted in the reporting interval divided by the number of minutes in this interval.


Live Answered

Live Answered refers to the number of campaign calls that were answered by called parties.


ASR %

ASR % is the average success rate, which is shown as the percentage of answered calls relative to the total number of attempts.


Abandoned

Abandoned provides the number of campaign calls that were abandoned (i.e., terminated by the called party after answer while waiting to be connected to an agent).


Dropped

Dropped gives the number of answered campaign calls that were disconnected by the system.


Handled

Handled provides the number of campaign calls that were answered by agents


Avg Connection Time

Avg Connection Time is the average time in which the calls that were answered by the called parties were connected to agents.


Avg Handle Time

Avg Handle Time is the average time that answered calls to this service were handled by agents. This metric includes hold time and after-call-work time.


Avg Talk Time

This metric gives the average talk time for the calls to this service that were answered.


Avg Hold Time

Avg Hold Time is the average hold time for the calls to this service that were put on hold at any time during their handling.


Avg ACW Time

Avg ACW Time is the average after-call-work time for the calls to this service.


Occupancy %

Occupancy % refers to the percentage of time that agents spent handling calls of this campaign (including after call work) relative to the total working time (i.e., the time spent handling calls for all campaigns/services and time in the Ready state).


Max Agents

For each team associated with this campaign, Max Agents is the maximum number of agents logged on simultaneously within the given reporting subinterval.


Min Agents

For each team associated with this campaign, Min Agents is the minimum number of agents logged on simultaneously within the given reporting subinterval.


FTE

For each team associated with this campaign, FTE is the total login time of all agents during the reporting interval divided by the length of the interval.


Preview Records Viewed

Preview Records Viewed is the number of preview records that were reviewed by agents.


Avg Preview Time

Avg Preview Time is the average time the preview records were reviewed by agents.



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