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    Right Party Connect (RPC)
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      Right Party Connect (RPC)

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        Article summary

        RPC report shows the details of the RPC (Right Party Connect) calls. The RPC percentage in this report is calculated based on the total for all outcomes configured as RPC in the Attempts Counter of Campaign Manager Console.

        To view reports:

        1. 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).

        2. Select the Channel type as Voice.

        3. Select the Filter Criteria. For more information, see Report Filter Criteria. You can select only one campaign.

          1. Select a date range for the lists for which you require data. Multiple lists are allowed.

        4. Click Show Records to populate the report.

        5. 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

        Outcome_Type

        Outcome type - Telephony or Business.

        Outcome_Name

        Output name

        Outcome_Count

        Count of calls with this outcome.

        Total_Percentage

        Total percentage of calls with this outcome. Percentage is calculated as (Count for this outcome* / Count of calls with all outcomes*) * 100.

        The asterisk * denotes outcome type - Telephony or Business. The percentage is calculated accounting only similar outcome types. For example, if the outcome is Success and belongs to Telephony outcome, the percentage is calculated taking into account the count of all calls with Telephony outcomes.

        RPC_Percentage

        Percentage of RPC calls. Percentage is calculated as (Count for this RPC outcome / Count of calls with all Outcomes marked as RPC in this report - both Telephony and Business) * 100.

        Target_Value

        Target value set by the agent at the time of disposition.

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