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List of Campaign Metrics

The table below provides detailed description of the real-time metrics that apply to campaigns and can be displayed via the General and Individual Campaign Metrics views. Metrics are arranged in the 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 the table below, see section List of Service 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 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 since a campaign may be associated with more than one team, the agent-related service metrics (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 record-related metrics below.

Metric Name	Description
ASR %	Average Success Rate defined as the percent of successful call attempts out of the last several hundred call attempts made (250 attempts by default). This metric is used to adjust the calling rate of predictive campaign to achieve optimal occupancy of available agents without losing answered calls. Thus, the successful call attempt is defined as any call attempt that was answered and queued for delivery to an agent.
Attempted	Number of records that have been attempted including the records that are being currently attempted.
Attempted %	Percent of Attempted relative to Total Records.
Completed	Number of records that have been completed (i.e., the records for which final dispositions have been set).
Completed %	Percent of Completed relative to the sum of Completed and Remaining.
Dialable	Number of records within this campaign that can be dialed at this moment. Compare this 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.
Est Duration	The number of hours the campaign is estimated to run within the current reporting interval (i.e., today) based on the current campaign statistics (i.e., assuming the same number of participating agents and same success rate).
Expired	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 list after they were imported into the system for dialing.
Mode	Campaign mode. See section General Campaign Metrics View for description of the outbound campaign modes.
OUT Answered	Number of call attempts that have been answered by the remote party. Includes only the call attempts where live voice is detected.
OUT Call Rate	Number of calls initiated for this campaign in the last minute.
OUT Failed	Number of failed call attempts. Depending on campaign type and configuration, may include attempts that have not been answered at all or the ones that have not been answered by a live person.
P. A. Completed	Number of personally assigned records completed since the beginning of the campaign. This metric is meaningful for preview campaigns only.
P. A. Remaining	Number of personally assigned records whose processing within this campaign has not finished. This metric is meaningful for preview campaigns only.
Running	Indication whether the campaign is currently running.
Total Completed	Total number of records completed since the beginning of the campaign. Counted for all lists that are currently enabled within this campaign. Includes records finalized by DNC (see Total DNC). Includes personally assigned records.
Total Completed %	Percent of Total Completed relative to Total Records.
Total DNC	Total number of records excluded from dialing since the beginning of the campaign because they matched records in the associated Do Not Call lists. Includes personally assigned records.
Total Records	Total number of records in all currently enabled lists associated with this campaign. Includes personally assigned records. Excludes records that are filtered out by the applied filters.
Total Remaining	Total number of records whose processing within this campaign has not finished. Counted for all lists that are currently enabled within this campaign. Includes personally assigned records.

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