Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- 1 List of Campaign Metrics
- 1.1 Metric Descriptions
- 1.1.1 ASR %
- 1.1.2 Attempted
- 1.1.3 Attempted %
- 1.1.4 Completed
- 1.1.5 Completed %
- 1.1.6 Dialable
- 1.1.7 Est Duration
- 1.1.8 Expired
- 1.1.9 Mode
- 1.1.10 OUT Answered
- 1.1.11 OUT Call Rate
- 1.1.12 OUT Failed
- 1.1.13 P. A. Completed
- 1.1.14 P. A. Remaining
- 1.1.15 Running
- 1.1.16 Total Completed
- 1.1.17 Total Completed %
- 1.1.18 Total DNC
- 1.1.19 Total Records
- 1.1.20 Total Remaining
- 1.1 Metric Descriptions
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing My Queues (Personal Email Queues)
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.
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
ASR %
ASR % gives the Average Success Rate, which is defined as the percentage 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 a 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
Attempted provides the number of records that have been attempted, including the records that are currently being attempted.
Attempted %
This metric provides the percentage of Attempted records relative to Total Records.
Completed
Completed provides the number of records that have been completed (i.e., the records for which final dispositions have been set).
Completed %
Completed % provides the percentage of Completed records relative to the sum of Completed and Remaining records.
Dialable
Dialable provides the number of records within this campaign that can be dialed at this moment. Compare this metric 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. Additionally, note that this metric has a calculation cap and will display “>X” for all values higher than the cap.
Est Duration
Est Duration provides the number of hours that the campaign is estimated to run within the current reporting interval (e.g., today) based on the current campaign statistics (i.e., assuming the same number of participating agents and same success rate).
Expired
Expired provides the 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 (DNC) list after they were imported into the system for dialing.
Mode
This metric shows the Campaign mode. See section General Campaign Metrics View for descriptions of the outbound campaign modes.
OUT Answered
OUT Answered provides the number of call attempts that have been answered by the remote party. This metric includes only the call attempts where live voice is detected.
OUT Call Rate
OUT Call Rate provides the number of calls initiated for this campaign in the last minute.
OUT Failed
OUT Failed provides the number of failed call attempts. Depending on campaign type and configuration, this metric 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
This metric provides the number of personally assigned records completed since the beginning of the campaign. This metric is meaningful for preview campaigns only.
P. A. Remaining
This metric provides the number of personally assigned records whose processing within this campaign has not finished. This metric is meaningful for preview campaigns only.
Running
Running indicates whether the campaign is currently running.
Total Completed
Total Completed provides the total number of records completed since the beginning of the campaign. This metric accounts for all lists that are currently enabled within this campaign. It includes records finalized by the DNC (see Total DNC) as well as personally assigned records.
Total Completed %
Total Completed % provides the percentage of Total Completed records relative to Total Records.
Total DNC
Total DNC provides the total number of records excluded from dialing since the beginning of the campaign because they matched records in the associated Do Not Call lists. This metric includes personally assigned records.
Total Records
This metric provides the total number of records in all currently enabled lists associated with this campaign. It includes personally assigned records but excludes records that are filtered out by the applied filters.
Total Remaining
Total Remaining provides the total number of records, including personally assigned records, whose processing within this campaign has not finished. This metric accounts for all lists that are currently enabled within this campaign.