Reports

Reports in Campaign Manager provide both summary and detailed information on outbound calling activities within the Contact Center. They cover various aspects, including campaigns, groups, and Agent performance, and offer insights into individual call attempts as well as summarized trends, such as Right Party Connect (RPC) rates and overall connect rates. These reports allow users to design and save templates, apply detailed filters for specific contacts, calls, or Outcomes, and provide a comprehensive 360-degree overview of contact center activities.

Users have the option to design and save reports as templates. Filter criteria allow for a micro view by narrowing down filters to a specific contact, call, or outcome. Reports offer a comprehensive 360-degree overview of activities within the Contact Center.

Additionally, reports can be scheduled at pre-configured intervals and Data Extracts can be configured for fixed and transactional data.

Campaign Manager offers several types of reports:

• Real-Time Reports: Present graphical data on currently running campaigns, updated every 5 minutes. They provide real-time insights with detailed filtering options.

• Historical Reports: Utilize data from previous days to analyze the performance of the contact center, covering all aspects such as contacts, calls, outcomes, and agents.

• Performance Dashboard: Continuously updated every 15 seconds, this dashboard displays key metrics for ongoing campaigns, including attempt rates and RPC percentages.

• Script Designer Reports: Detailed reports on the 2-Way SMS and Call Guide application modules configured using the Script Designer.

• Data Extracts: Allow the export of raw transactional and fixed data from the reporting database for further analysis.

Note:

Do not use any special characters such as /, , :, *, ?, <, >, and | in file names.