Campaign Summary

Campaign Detail

Campaign

Name of the campaign.

Campaign Status

The current status of the campaign, indicating whether it is active, paused, or completed.

Last Contact Processed (Min)

It shows the number of minutes since the last contact is selected and placed into the table to deliver for the campaign. The cell highlights if the time is 5 minutes or more.

Contact Details

Contact

The total number of contacts engaged in the campaign, including open, closed, and other categories.

Open

The total number of open contacts, including delivered contacts.

Fresh

Displays open contacts that are never attempted or dialed, excluding AEM and Callback contacts. These contacts have no dialing history.

Scheduled

Open contacts that have been attempted at least once, excluding AEM and Callbacks. Contacts attempted at least once.

Scheduled Today

Displays the count of contacts scheduled for interaction on the current day.

AEM

Contacts under the AEM process.

Callbacks

The total number of contacts requiring a callback, including both Personal Callback (PCB) and Normal Callback (NCB).

Completed Percentage

The percentage of contacts successfully closed out of the total contacts.

Open Percentage

The percentage of contacts that remain open out of the total contacts.

Fresh Percentage

The percentage of fresh (never attempted) contacts out of the total contacts.

Schedule Percentage

The percentage of scheduled contacts out of the total contacts.

Closed RPC Percentage

The percentage of closed contacts that are successfully completed as an RPC (Right Party Connect).

Contact Connect Percentage

The percentage of unique contacts where an agent successfully connected.

Contact RPC Percentage

The percentage of unique contacts where an RPC attempt is made.

Contact Attempt Percentage

The percentage of unique contacts that received an outreach attempt via voice, SMS, or email.

Closed Success Percentage

The percentage of closed contacts that are marked as successful business outcomes.

Attempt Details

Total Attempt

The total number of attempts made across all communication channels, including voice, SMS, email, and other methods.

Voice Attempt

The total number of attempts made via voice calls, including agent and IVR attempts, as well as consented and non-consented attempts.

SMS Attempt

The total number of SMS attempts made at the contact level, including one-way and two-way SMS interactions.

Email Attempt

The total number of email attempts made to contacts.

Attempt Percentage

The percentage of total attempts made out of the total contacts.

Connect

The number of customer calls successfully connected to an agent or IVR, excluding Answering Machine Detection (AMD) and abandoned (ABDN) connects.

Connect Percentage

The percentage of successful connections out of the total voice attempts.

Abandoned

The total number of abandoned calls, including both customer and system abandoned calls.

Abandoned Percentage

The percentage of abandoned calls out of the total voice attempts.

AMD

Calls that encountered an answering machine, including messages left, IVR transfers, and silent or limited messages.

AMD Percentage

The percentage of calls that encountered an answering machine out of the total voice attempts.

RPC

The number of attempts that resulted in an outcome classified as RPC.

Non-RPC

The number of attempts that resulted in an outcome classified as Non-RPC.

RPC Percentage

The percentage of RPC attempts out of the total attempts.

Non-RPC Percentage

The percentage of Non-RPC attempts out of the total attempts.

AHT

Average Handle Time for a call, in HH:MM:SS format.

SMS Delivery Receipt Percentage

The percentage of SMS messages that successfully received a delivery receipt confirmation.

Mail Block Percentage

The percentage of emails that are blocked by the recipient's email server or spam filters.

Mail Bounce Percentage

The percentage of emails that are bounced back due to delivery failures, such as invalid addresses or full mailboxes.

Mail Delivered Percentage

The percentage of emails that are successfully delivered to recipients.

Mail Open Percentage

The percentage of delivered emails that are opened by recipients.

Mail ClickThrough Percentage

The percentage of recipients who clicked on a link inside the email after opening it.

Mail ClickToOpen Percentage

The percentage of opened emails where the recipient clicked on a link inside the email.

Mail SPAM Percentage

The percentage of emails that were reported as spam by recipients or marked as spam by email filters.

Mail Unsubscribe Percentage

The percentage of recipients who unsubscribed after receiving an email.

Pass Details

Pass 1%

Percentage of open and closed contacts with one attempt relative to total contacts excluding Closed Compliance contacts and Closed contacts of previous pass.

PASS_1 / (CONTACTS - Closed Compliance)

Pass 2%

Percentage of open and closed contacts with two attempts relative to total contacts, excluding Closed Compliance contacts and contacts closed in the previous pass, Pass 1.

PASS_2 / (CONTACTS - Closed Compliance - (Closed_1) )

Pass 3%

Percentage of open and closed contacts with three attempts relative to total contacts, excluding Closed Compliance contacts and contacts closed in previous passes, Pass 1 and Pass 2.      

PASS_3 / (CONTACTS - Closed Compliance - (Closed_1 + Closed_2) )

Pass 4%

Percentage of open and closed contacts with four attempts relative to total contacts, excluding Closed Compliance contacts and contacts closed in previous passes, Pass 1, Pass 2, and Pass 3.    

PASS_4 / (CONTACTS - Closed Compliance - (Closed_1 + Closed_2 + Closed_3) )

Pass 5%

Percentage of open and closed contacts with five attempts relative to total contacts, excluding Closed Compliance contacts and contacts closed in previous passes, Pass 1, Pass 2, Pass 3, and Pass 4.    

PASS_5 / (CONTACTS - Closed Compliance - (Closed_1 + Closed_2 + Closed_3 + Closed_4) )

Pass 6%

Percentage of open and closed contacts with six attempts relative to total contacts, excluding Closed Compliance contacts and contacts closed in previous passes, Pass 1, Pass 2, Pass 3, Pass 4, and Pass 5.   PASS_6 / (CONTACTS - Closed Compliance - (Closed_1 + Closed_2 + Closed_3 + Closed_4 + Closed_5) )

Pass 7%

Percentage of open and closed contacts with seven attempts relative to total contacts, excluding Closed Compliance contacts and contacts closed in previous passes, Pass 1, Pass 2, Pass 3, Pass 4, Pass 5, and Pass 6.  

PASS_7 / (CONTACTS - Closed Compliance - (Closed_1 + Closed_2 + Closed_3 + Closed_4 + Closed_5 + Closed_6) )

Pass 8%

Percentage of open and closed contacts with eight attempts relative to total contacts, excluding Closed Compliance contacts and contacts closed in previous passes, Pass 1, Pass 2, Pass 3, Pass 4, Pass 5, Pass 6, and Pass 7.  

PASS_8 / (CONTACTS - Closed Compliance - (Closed_1 + Closed_2 + Closed_3 + Closed_4 + Closed_5 + Closed_6 + Closed_7) )

Pass 9%

Percentage of open and closed contacts with nine attempts relative to total contacts, excluding Closed Compliance contacts and contacts closed in previous passes, Pass 1, Pass 2, Pass 3, Pass 4, Pass 5, Pass 6, Pass 7, and Pass 8.    

PASS_9 / (CONTACTS - Closed Compliance - (Closed_1 + Closed_2 + Closed_3 + Closed_4 + Closed_5 + Closed_6 + Closed_7 + Closed_8) )

Pass >9%

Percentage of open and closed contacts with more than nine attempts relative to total contacts, excluding Closed Compliance contacts and contacts closed in previous passes, Pass 1, Pass 2, Pass 3, Pass 4, Pass 5, Pass 6, Pass 7, Pass 8, and Pass 9.  

PASS>9 / (CONTACTS - Closed Compliance - (Closed_1 + Closed_2 + Closed_3 + Closed_4 + Closed_5 + Closed_6 + Closed_7 + Closed_8 + Closed_9) )