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Campaign in Time Report

This report provides a set of key performance indicators for a selected outbound campaign.


Metric Name Description
Records Completed Number of campaign records completed within the reporting interval for which at least one number was dialed.
Records Excluded Number of campaign records completed within the reporting interval for which no attempts were made because of DNC match or filter exclusion.
Dialed Number of campaign calls that were attempted in the reporting interval.
Avg Calling Rate Number of campaign calls that were attempted in the reporting interval divided by the number of minutes in this interval.
Live Answered Number of campaign calls that were answered by called parties.
ASR % Average Success Rate. Percentage of answered calls relative to the total number of attempts.
Abandoned 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 Number of answered campaign calls that were disconnected by the system.
Handled Number of campaign calls that were answered by agents
Avg Connection Time Average time in which the calls that were answered by the called parties were connected to agents.
Avg Handle Time Average time that answered calls to this service were handled by agents. Includes hold time and after-call-work time.
Avg Talk Time Average talk time for the calls to this service that were answered.
Avg Hold Time Average hold time for the calls to this service that were put on hold at any time during their handling.
Avg ACW Time Average after-call-work time for the calls to this service.
Occupancy % Percent of time 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, maximum number of agents logged on simultaneously within the given reporting subinterval.
Min Agents For each team associated with this campaign, minimum number of agents logged on simultaneously within the given reporting subinterval.
FTE For each team associated with this campaign, total login time of all agents during the reporting interval divided by the length of the interval.
Preview Records Viewed Number of preview records that were reviewed by agents.
Avg Preview Time Average time the preview records were reviewed by agents.


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