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• 5.2 • 5.3

Contents

List of Campaign Metrics

This section provides detailed descriptions of the real-time metrics that apply to campaigns and that can be displayed via the General and Individual Campaign Metrics views. Metrics are arranged in alphabetical order.

Many metrics available for display in this view can also be displayed via the Service Metrics View. If you cannot find the description of the desired metric in this section, see section List of Service Metrics or All Real-Time Metrics in the Reporting Reference Guide.

Note the following considerations regarding the general campaign metrics:

  • The term calls in the metric definition shall be interpreted as outbound calls associated with the given campaign.
  • The term agents in the metric definitions shall be interpreted as agents qualified to participate in the given campaign (i.e., those who have the corresponding skill with any level higher than zero). Note that because a campaign may be associated with more than one team, the agent-related service metrics (e.g., Logged In, Ready, Occupancy, etc.) may include agents that you are not assigned to supervise.
  • The term records shall be interpreted as records of all lists associated with the given campaign and enabled within this campaign. Note that if any filters were applied to those lists when they were associated with the given campaign, the filtered-out records will be excluded from any of the following record-related metrics.


Metric Descriptions

For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide. The metrics here are listed in alphabetical order.

ASR %

Attempted

Attempted %

Busy

Completed

Completed %

Dialable

Est Duration

Expired

IN Max Wait

Lists P. A. Completed

Lists P. A. Remaining

Logged In

Mode

Not Ready

OUT Abandoned

OUT Abandoned %

OUT Active

OUT Agent Disconnected

OUT Answered

OUT Answered %

OUT Avg Talk Time

OUT Call Rate

OUT Dialed

OUT Failed

OUT Handled

OUT IVR Abandoned

OUT IVR Abandoned %

OUT IVR Dropped

OUT in Progress

OUT Queue Abandoned

OUT Queue Abandoned %

OUT Queue Dropped

OUT Remote Disconnected

OUT Ringing Abandoned

OUT Ringing Dropped

OUT Routed

OUT Total Talk Time

OUT Transferred

OUT Unattended

Occupancy

Out of Quota

Ready

Total Completed

Total Completed %

Total DNC

Total Records

Total Remaining

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