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Contact Fields
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Contact Fields
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Fields | Description | Not Applicable | Mode | Cisco UCCE | Cisco UCCX | Webex Contact Center | Amazon Connect | Service Cloud Voice | UJET | Genesys PureCloud | Five9 VCC | Nice CXone | Avaya POM | Twilio Flex | Twilio SMS | Twilio SendGrid | SMTP |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Open Start of Day | It is the number of contacts that remain open from the previous day when the new day starts. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Chained Added | It is number of contacts that are added due to Chaining. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Uploaded | It is the number of contacts uploaded during the day using files or API. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Manage Added | It is the number of contacts that are opened, unblocked, moved or copied using Manage Contacts. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Contacts | Contacts are calculated daily. The total number of contacts is the sum of:
| Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Fresh | It is the open contacts that have not been attempted at least once. This does not include Account Executive Mapping (AEM) and callbacks contacts. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Scheduled | It is the open contacts that are attempted at least once, excluding Account Executive Mapping (AEM) and callbacks. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
PCB | It is the contacts marked as Personal Callback (PCB). | Agent, Campaign Group | Voice | ||||||||||||||
NCB | It is the contacts marked as Normal Callback (NCB). | Agent, Campaign Group | Voice | ||||||||||||||
Callbacks | It is the sum of callbacks that includes Personal Callback (PCB) and Normal Callback (NCB) contacts. | Agent, Campaign Group | Voice | ||||||||||||||
AEM Fresh | It is the number of Account Executive Mapping (AEM) contacts that hat have not been attempted at least once. | Agent, Campaign Group | Voice | ||||||||||||||
AEM Scheduled | It is the contacts that are attempted at least once. | Agent, Campaign Group | Voice | ||||||||||||||
AEM | It is the sum of AEM-Fresh and AEM-Scheduled contacts. | Agent, Campaign Group | Voice | ||||||||||||||
Open Count | The total number of open contacts comprises the sum of Fresh, Scheduled, Callbacks, and AEM contacts. Delivered contacts are also factored into open contacts. | - | Voice, SMS, Email | ||||||||||||||
Closed Tele Failed | It is the number of contacts that are closed with Failed Telephony outcome. It does not include Success and Callback outcomes. | - | Voice | ||||||||||||||
Closed SMS Failed | Number of contacts closed with outcomes excluding success outcomes via SMS communication. | Agent | SMS | ||||||||||||||
Closed Email Failed | Number of contacts closed with outcomes excluding success outcomes via email communication. | Agent | |||||||||||||||
Closed Compliance | It is the total number of closed contacts with the Do Not Call (DNC), National Do Not Call (NDNC), DNC Scrub, and Litigation outcomes. | - | Voice, SMS, Email | ||||||||||||||
Closed CCB | It is the number of contacts closed by Compliance Engine due to a failure of a rule. | Agent | Voice, SMS, Email | ||||||||||||||
Closed Tele Success | It is the number of contacts that are closed with Success Telephony outcomes, such as Callback and Success outcomes. | - | Voice | ||||||||||||||
Closed SMS Success | Number of contacts successfully closed via SMS communication. | Agent | SMS | ||||||||||||||
Closed Email Success | Number of contacts successfully closed via email communication. | Agent | |||||||||||||||
Closed Business Failed | It is the number of contacts that are closed with a Failed Business outcome. | - | Voice, SMS, Email | ||||||||||||||
Closed Business Success | It is the number of contacts that are closed with a Success Business outcome. | - | Voice, SMS, Email | ||||||||||||||
Closed Scrubbed | It is the number of scrubbed contacts. | Agent | Voice, SMS, Email | ||||||||||||||
Closed Expired | It is the number of contacts that are expired. | Agent | Voice, SMS, Email | ||||||||||||||
Closed Others | It is the number of contacts closed due to various scenarios: Overwrite, Contact List Stopped, Flushed, and others. | Agent | Voice, SMS, Email | ||||||||||||||
Closed PreCall | It is the number of contacts closed in the Precall Script. | Agent | Voice, SMS, Email | ||||||||||||||
Closed | It is the total number of all closed contacts. | - | Voice, SMS, Email | ||||||||||||||
Completed Percentage | It is the ratio of contacts that are closed to the total number of contacts. Formula = Closed contacts / Total number of contacts | - | Voice, SMS, Email | ||||||||||||||
Closed Success Percentage | It is the ratio of contacts that are closed a successful telephony outcome to the total number of contacts. Formula = Closed success contacts / Total number of contacts | - | Voice, SMS, Email | ||||||||||||||
Closed Business Success Percentage | It is the ratio of contacts that are closed with a successful business outcome to the total number of contacts. Formula = Closed business success contacts / Total number of contacts | - | Voice, SMS, Email | ||||||||||||||
Closed RPC Percentage | It is the ratio of Right Party Connect (RPC) contacts closed with both success and business success outcomes to the total number of contacts Formula = (RPC closed contacts with success telephony outcome + RPC closed contacts with success business outcome) / Total number of contacts | - | Voice | ||||||||||||||
Contact Unique | It is the number of open or closed contacts with at least one attempt made. | - | Voice, SMS, Email | ||||||||||||||
Contact Connect Percentage | It is the ratio of unique contacts that have an agent connect to the total number of contacts. Formula = Unique contacts / Total number of contacts | - | Voice | ||||||||||||||
Contact RPC Percentage | It is the ratio of unique contacts with RPC attempts to the total number of contacts. Formula = Unique contacts with RPC attempts / Total number of contacts | - | Voice | ||||||||||||||
Contact Attempt Percentage | It is the ratio of unique contacts to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Others | It is the number of contacts that are temporary blocked. | Agent | Voice, SMS, Email | ||||||||||||||
Pseudonymized | Number of Pseudonymized Contacts | Agent | Voice, SMS, Email | ||||||||||||||
Fresh Percentage | It is calculated as Fresh divided by CONTACT, representing the percentage of fresh contacts. | - | - | ||||||||||||||
Scheduled Percentage | It is calculated as Scheduled divided by CONTACT, representing the percentage of scheduled contacts. | - | - | ||||||||||||||
AEM Percentage | It is calculated as AEM divided by CONTACT, representing the percentage of AEM contacts. | - | - | ||||||||||||||
Callback Percentage | It is calculated as Callbacks divided by CONTACT, representing the percentage of callback contacts. | - | - | ||||||||||||||
Open Percentage | It is calculated as OPEN divided by CONTACT, representing the percentage of open contacts. | - | - | ||||||||||||||
Closed CPaas Success | Number of contacts successfully closed through CPaaS channels. | ||||||||||||||||
Active Lists | It is the number of contact lists in an active state for the day. | Agent, List ID | Voice, SMS, Email | ||||||||||||||
It is the number of contact lists in a stopped state for the day. | Agent, List ID | Voice, SMS, Email | |||||||||||||||
It is the number of contact lists in a stopped and closed state for the day. | Agent, List ID | Voice, SMS, Email | |||||||||||||||
It is the number of contact lists in a permanent stop state for the day. | Agent, List ID | Voice, SMS, Email | |||||||||||||||
Expired Lists | It is the number of contact lists in an expired state for the day. | Agent, List ID | Voice, SMS, Email | ||||||||||||||
Attempt 1 | It is the number of open contacts with one attempt made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 2 | It is the number of open contacts with two attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 3 | It is the number of open contacts with three attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 4 | It is the number of open contacts with four attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 5 | It is the number of open contacts with five attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 6 | It is the number of open contacts with six attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 7 | It is the number of open contacts with seven attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 8 | It is the number of open contacts with eight attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 9 | It is the number of open contacts with nine attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt > 9 | It is the number of open contacts with more than nine attempts made. | - | Voice, SMS, Email | ||||||||||||||
Closed 1 | It is the number of contacts that are closed after one attempt. | - | Voice, SMS, Email | ||||||||||||||
Closed 2 | It is the number of contacts that are closed after two attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 3 | It is the number of contacts that are closed after three attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 4 | It is the number of contacts that are closed after four attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 5 | It is the number of contacts that are closed after five attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 6 | It is the number of contacts that are closed after six attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 7 | It is the number of contacts that are closed after seven attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 8 | It is the number of contacts that are closed after eight attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 9 | It is the number of contacts that are closed after nine attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed > 9 | It is the number of contacts that are closed after more than nine attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 1 | It is the number of open and closed contacts in one attempt. | - | Voice, SMS, Email | ||||||||||||||
Pass 2 | It is the number of open and closed contacts in two attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 3 | It is the number of open and closed contacts in three attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 4 | It is the number of open and closed contacts in four attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 5 | It is the number of open and closed contacts in five attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 6 | It is the number of open and closed contacts in six attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 7 | It is the number of open and closed contacts in seven attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 8 | It is the number of open and closed contacts in eight attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 9 and Pass > 9 | It is the number of open and closed contacts in more than nine attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 1 Percentage | The percentage of open and closed contacts completed in one attempt relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 2 Percentage | The percentage of open and closed contacts completed in two attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 3 Percentage | The percentage of open and closed contacts completed in three attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 4 Percentage | The percentage of open and closed contacts completed in four attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 5 Percentage | The percentage of open and closed contacts completed in five attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 6 Percentage | The percentage of open and closed contacts completed in six attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 7 Percentage | The percentage of open and closed contacts completed in seven attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 8 Percentage | The percentage of open and closed contacts completed in eight attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 9 Percentage and Pass > 9 Percentage | The percentage of open and closed contacts completed in nine or more attempts relative to the total number of contacts. | - | Voice, SMS, Email |
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