From Bright Pattern Documentation
(Marked this version for translation) |
Wyler.metge (talk | contribs) (Updated via BpClonePage extension. Source page: draft:Supervisor-guide/ListofCampaignMetrics) |
||
| (2 intermediate revisions by 2 users not shown) | |||
| Line 1: | Line 1: | ||
| − | + | = 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 [[supervisor-guide/GeneralCampaignMetricsView|General]] and [[supervisor-guide/IndividualCampaignMetricsView|Individual]] Campaign Metrics views. Metrics are arranged in alphabetical order. | This section provides detailed descriptions of the real-time metrics that apply to campaigns and that can be displayed via the [[supervisor-guide/GeneralCampaignMetricsView|General]] and [[supervisor-guide/IndividualCampaignMetricsView|Individual]] Campaign Metrics views. Metrics are arranged in alphabetical order. | ||
| − | |||
Many metrics available for display in this view can also be displayed via the [[supervisor-guide/ServiceMetricsView|Service Metrics View]]. If you cannot find the description of the desired metric in this section, see section [[supervisor-guide/ListofServiceMetrics|List of Service Metrics]] or [[reporting-reference-guide/AllMetrics|All Real-Time Metrics]] in the ''Reporting Reference Guide''. | Many metrics available for display in this view can also be displayed via the [[supervisor-guide/ServiceMetricsView|Service Metrics View]]. If you cannot find the description of the desired metric in this section, see section [[supervisor-guide/ListofServiceMetrics|List of Service Metrics]] or [[reporting-reference-guide/AllMetrics|All Real-Time Metrics]] in the ''Reporting Reference Guide''. | ||
| − | |||
Note the following considerations regarding the general campaign metrics: | 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 ''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 ''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. | ||
| Line 14: | Line 11: | ||
| − | == Metric Descriptions == | + | == Metric Descriptions == |
For definitions of these metrics, as well as a complete list of real-time metrics, see [[reporting-reference-guide/AllMetrics|List of All Real-Time Metrics]] in the ''Reporting Reference Guide''. The metrics here are listed in alphabetical order. | For definitions of these metrics, as well as a complete list of real-time metrics, see [[reporting-reference-guide/AllMetrics|List of All Real-Time Metrics]] in the ''Reporting Reference Guide''. The metrics here are listed in alphabetical order. | ||
| − | === [[reporting-reference-guide/AllMetrics#Average_Success_Rate_-_percentage_of_successful_call_attempts_.28ASR_.25.29|ASR %]] === | + | === [[reporting-reference-guide/AllMetrics#Average_Success_Rate_-_percentage_of_successful_call_attempts_.28ASR_.25.29|ASR %]] === |
| − | === [[reporting-reference-guide/AllMetrics#Records_Attempted_for_the_Day_.28Attempted.29|Attempted]] === | + | === [[reporting-reference-guide/AllMetrics#Records_Attempted_for_the_Day_.28Attempted.29|Attempted]] === |
| − | === [[reporting-reference-guide/AllMetrics#Percentage_of_Records_Attempted_for_the_Day_.28Attempted_.25.29|Attempted %]] === | + | === [[reporting-reference-guide/AllMetrics#Percentage_of_Records_Attempted_for_the_Day_.28Attempted_.25.29|Attempted %]] === |
| − | === [[reporting-reference-guide/AllMetrics#Busy_Agents_.28Busy.29|Busy]] === | + | === [[reporting-reference-guide/AllMetrics#Busy_Agents_.28Busy.29|Busy]] === |
| − | === [[reporting-reference-guide/AllMetrics#Records_Completed_for_the_Day_.28Completed.29|Completed]] === | + | === [[reporting-reference-guide/AllMetrics#Records_Completed_for_the_Day_.28Completed.29|Completed]] === |
| − | === [[reporting-reference-guide/AllMetrics#Percentage_of_Records_Completed_for_the_Day_.28Completed_.25.29|Completed %]] === | + | === [[reporting-reference-guide/AllMetrics#Percentage_of_Records_Completed_for_the_Day_.28Completed_.25.29|Completed %]] === |
| − | === [[reporting-reference-guide/AllMetrics#Records_Dialable_Right_Now_.28Dialable.29|Dialable]] === | + | === [[reporting-reference-guide/AllMetrics#Records_Dialable_Right_Now_.28Dialable.29|Dialable]] === |
| − | === [[ | + | === [[Reporting-reference-guide/AllMetrics#Effective|Effective]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Estimated_Campaign_Duration_.28Est_Duration.29|Est Duration]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Records_Expired_.28Expired.29|Expired]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Max_Inbound_Wait_Time_.28IN_Max_Wait.29|IN Max Wait]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Completed_Records_with_Personal_Agent_Assignments_.28Lists_P.A._Completed_or_P.A._Completed.29|Lists P. A. Completed]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Remaining_Records_With_Personal_Agent_Assignments_.28Lists_P.A._Remaining.29|Lists P. A. Remaining]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Logged-in_Agents_.28Logged_In.29|Logged In]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Campaign_Mode_.28Mode.29|Mode]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Not_Ready_Agents_.28Not_Ready.29|Not Ready]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_at_any_Stage_for_the_Day_.28OUT_Abandoned.29|OUT Abandoned]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Calls_Abandoned_at_any_Stage_for_the_Day_.28OUT_Abandoned_.25.29|OUT Abandoned %]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Currently_Handled_by_Agents_.28OUT_Active.29|OUT Active]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Agent_for_the_Day_.28OUT_Agent_Disconnected.29|OUT Agent Disconnected]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Successful_Calls_Attempts_for_the_Day_.28OUT_Answered.29|OUT Answered]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Successful_Call_Attempts_for_the_Day_.28OUT_Answered_.25.29|OUT Answered %]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Duration_Average_for_the_Day_.28OUT_Avg_Talk_Time.29|OUT Avg Talk Time]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Current_Calling_Rate_.28OUT_Call_Rate.29|OUT Call Rate]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_for_the_Day_.28OUT_Dialed.29|OUT Dialed]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Attempts_Failed_for_the_Day_.28OUT_Failed.29|OUT Failed]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Handled_by_Agents_for_the_Day.2F_Number_of_Unsolicited_Emails_and_Follow-up_Responses_.28OUT_Handled.29|OUT Handled]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_IVR_for_the_Day_.28OUT_IVR_Abandoned.29|OUT IVR Abandoned]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Calls_Abandoned_in_IVR_for_the_Day_.28OUT_IVR_Abandoned_.25.29|OUT IVR Abandoned %]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_in_IVR_for_the_Day_.28OUT_IVR_Dropped.29|OUT IVR Dropped]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_Currently_in_Progress_.28OUT_in_Progress.29|OUT in Progress]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_Queue_for_the_Day_.28OUT_Queue_Abandoned.29|OUT Queue Abandoned]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Calls_Abandoned_in_Queue_for_the_Day_.28OUT_Queue_Abandoned_.25.29|OUT Queue Abandoned %]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_in_Queue_for_the_Day_.28OUT_Queue_Dropped.29|OUT Queue Dropped]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Remote_Party_for_the_Day_.28OUT_Remote_Disconnected.29|OUT Remote Disconnected]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_While_Ringing_for_the_Day_.28OUT_Ringing_Abandoned.29|OUT Ringing Abandoned]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_While_Ringing_for_the_Day_.28OUT_Ringing_Dropped.29|OUT Ringing Dropped]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Routed_to_Agents_for_the_Day_.28OUT_Routed.29|OUT Routed]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Duration_Total_for_the_Day_.28OUT_Total_Talk_Time.29|OUT Total Talk Time]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Transferred_by_Agents_for_the_Day_.28OUT_Xfers_or_OUT_Transferred.29|OUT Transferred]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Outbound_Answered_Calls_That_Did_Not_Connect_to_Agent_in_Compliance_Time.2C_Per_Day_.28OUT_Unattended.29|OUT Unattended]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Occupancy_in_Campaign.2FService_.28Occupancy.29|Occupancy]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Number_of_Records_in_Quota_Groups_That_Reached_Quota_Limits_.28Out_of_Quota.29|Out of Quota]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Ready]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Records_Completed_for_the_Day_.28Completed.29|Total Completed]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Percentage_of_Records_Completed_for_the_Day_.28Completed_.25.29|Total Completed %]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Number_of_Records_Excluded_by_DNC_Lists_from_Active_Lists_.28Lists_DNC.29|Total DNC]] === |
| − | === [[reporting-reference-guide/AllMetrics# | + | === [[reporting-reference-guide/AllMetrics#Total_Number_of_Records_in_Active_Lists_.28Lists_Records.29|Total Records]] === |
| − | + | === [[reporting-reference-guide/AllMetrics#Remaining_Records_in_Active_Lists_.28Lists_Remaining_or_RR.29|Total Remaining]] === | |
| − | + | <!--end of document--> | |
| − | |||
| − | |||
| − | < | ||
Latest revision as of 11:10, 22 August 2024
• 日本語
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.