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Compliance Summary Report
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Compliance Summary Report
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The Compliance Summary Report shows a summary of call counts for various compliance data as required by regulatory authorities like Ofcom. These include data such as Total Dialed Calls, Total Answered Calls, Total VM Connected Calls, and so on. These details are populated at one line for each Campaign at one campaign per line. You can expand each line to see the date-wise Break up for each column. This report is available for Campaigns only.
To view report:
Select the Time Period from Today, Yesterday, This Week, This Month and Custom. If you select Custom, select the Start Date and End Date.
Note:
The database is updated at 15-minute intervals, at -00 -15, -30, -45 every hour. If you select any in-between time (say 3:35pm) as the To date for your Summary report, the populated report does not contain data for the time 3:30:01 to 3:44:59 (in HH:MM:SS).
Select the Filter Criteria. For more information, see Report Filter Criteria.
Click Show Records to populate the report.
Click Export to export the contents of the report into an Excel (xlsx) or CSV file. By default, the report is exported as XLSX.
Fields
Report displays the following parameters:
Fields | Description |
|---|---|
Campaign Name | Campaign for which this report is generated. |
Campaign Group | Agent ID of the agent who handled this call. |
Dialing Statistics | |
Total Calls Dialed | The total number of calls dialed out from the campaign in the selected report duration. |
Total Answered Calls | The total number of calls answered in the selected report duration. |
Total Failed Calls | The total number of calls that failed. |
Answered Statistics | |
Total Calls Connected to Agents | The total number of calls successfully connected to an agent. |
Total VM Connected Calls | The total number of calls that left a Voicemail in the customer inbox.
|
Total Calls Abandoned | The total number of calls abandoned. |
Average Ring Time (ms) | The average ring time, in milliseconds, for calls in the selected |
Average CPA Time (ms) | The average time taken for CPA, in milliseconds, for calls in the selected report duration. |
Average Connect Time (ms) | The average time taken to connect a call, in milliseconds, for calls in the selected report duration. |
Abandoned Percentage | |
Abandoned Percentage | This column populates the data based on the user configuration for the property IsACREnabled (in the LCMService component). If IsACREnabled is true, the abandoned percentage as calculated by the formula stipulated by the regulatory authority. |
((Abandoncalls - (Abandoncalls * (AnsweringMachine / (Livecalls+AnsweringMachine)) *100)) / ((Abandoncalls - (Abandoncalls * (AnsweringMachine / (Livecalls+AnsweringMachine)) + LiveCalls) | |
Simple Abandoned Percentage | This column populates the data based on the user configuration for the property IsACREnabled (in the LCMService component). If IsACREnabled is false, the abandoned percentage as calculated by the formula below, and does not account for ACR. |
(Abandon Calls / (Abandon Calls + Live Calls)) * 100 where live calls are calls answered by an individual and connected to an agent. | |
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