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Fields | Description | Not Applicable | Mode | Cisco UCCE | Cisco UCCX | Webex Contact Center | Amazon Connect | Service Cloud Voice | Twilio Flex | UJET | Genesys PureCloud | Five9 VCC | Nice CXone | Avaya POM | Twilio SMS | Twilio SendGrid | SMTP |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Voice Attempt | It is the total number of attempts made including SMS attempts and email attempts. | - | Voice | ||||||||||||||
Agent Voice Attempt | It is the number of voice attempts for dialer for agent pacing modes such as Preview, Progressing, Predictive. | - | Voice | ||||||||||||||
IVR Voice Attempt | It is the number of voice attempts for dialer for an IVR pacing mode. | Agent | Voice | ||||||||||||||
SMS Attempt | The number of attempts made through the SMS channel. This is counted at the contact level and should not include multiple 2-way messages within a single attempt. It is the summation of 1-way SMS attempts and 2-way SMS attempts. | Agent | SMS | ||||||||||||||
2-Way SMS Attempt | The number of attempts made through the SMS channel that involve only 2-way SMS interactions. | Agent | SMS | ||||||||||||||
2-way Messages Sent | The total number of 2-way messages sent as part of 2-way SMS attempts. | Agent | SMS | ||||||||||||||
2-way Messages Received | The total number of 2-way messages received as part of 2-way SMS attempts. | Agent | SMS | ||||||||||||||
2-way SMS Timeout | The number of 2-way SMS attempts that did not receive a response within the allotted time, resulting in a timeout. | Agent | SMS | ||||||||||||||
SMS Delivery Receipt | The number of SMS attempts where a delivery receipt is obtained. For 2-way SMS, this represents the delivery receipt of the last outgoing message in the interaction. | Agent | SMS | ||||||||||||||
SMS Delivery Receipt Percentage | The percentage of SMS attempts with a delivery receipt, calculated. | Agent | SMS | ||||||||||||||
Email Attempt | The number of attempts made through the email channel. | Agent | |||||||||||||||
Total Attempt | The total number of attempts made across all channels, calculated as: Voice Attempt + SMS Attempt + Email Attempt + Other Attempt | - | |||||||||||||||
Non Attempt | It is the number of calls that are marked with non-attempts outcome, as well as any interactions forcefully labeled as non-attempt using the API. | - | Voice, SMS, Email | ||||||||||||||
Mail Block | The number of emails that were blocked. | Agent | |||||||||||||||
Mail Bounce | The number of emails that bounced back. | Agent | |||||||||||||||
Mail Delivered | The number of emails successfully delivered to the recipient's inbox. | Agent | |||||||||||||||
Mail Open | The number of emails that were uniquely opened by recipients (not a summation of all opens for an attempt). | Agent | |||||||||||||||
Mail Click | The number of emails where a unique URL was clicked by recipients (not a summation of all clicks for an attempt). | Agent | |||||||||||||||
Mail Forward | The number of emails that were forwarded by recipients. | Agent | |||||||||||||||
Mail Spam | The number of emails that were marked as spam by recipients. | Agent | |||||||||||||||
Mail Unsubscribe | The number of emails where recipients unsubscribed from future communication. | Agent | |||||||||||||||
Mail Block Percentage | The percentage of emails that were blocked, calculated as: Mail Block / Email Attempt | Agent | |||||||||||||||
Mail Bounce Percentage | The percentage of emails that bounced, calculated as: Mail Bounce / Email Attempt | Agent | |||||||||||||||
Mail Delivered Percentage | The percentage of emails that were successfully delivered, calculated as: Mail Delivered / Email Attempt | Agent | |||||||||||||||
Mail Open Percentage | The percentage of delivered emails that were opened, calculated as: Mail Open / Mail Delivered | Agent | |||||||||||||||
Mail Click-through Percentage | The percentage of delivered emails where a unique URL was clicked, calculated as: Mail Click / Mail Delivered | Agent | |||||||||||||||
Mail Click-to-open Percentage | The percentage of opened emails where a unique URL was clicked, calculated as: Mail Click / Mail Open | Agent | |||||||||||||||
Mail Forward Percentage | The percentage of emails that were forwarded, calculated as: Mail Forward / Email Attempt | Agent | |||||||||||||||
Mail Spam Percentage | The percentage of emails marked as spam, calculated as: Mail SPAM / Email Attempt | Agent | |||||||||||||||
Mail Unsubscribe Percentage | The percentage of emails where recipients unsubscribed, calculated as: Mail Unsubscribe / Email Attempt | Agent | |||||||||||||||
Customer Answered | It is the number of calls answered by the customer. | Agent | Voice | ||||||||||||||
Connect | It is the number of customer answered calls connected to an agent or IVR. | - | Voice | ||||||||||||||
Agent Connect | It is the number of customer calls that are connected to the agents for dialer from an agent pacing mode as Preview, Progressing, Predictive. | - | Voice | ||||||||||||||
IVR Connect | It is the number of customer connected calls for dialer using an IVR pacing mode. | Agent | Voice | ||||||||||||||
Attempt Percentage | It is the ratio of attempts made relative to the total number of contacts. Formula = Total Attempts / Total Contacts | Campaign Group | Voice, SMS, Email | ||||||||||||||
Connect Percentage | It is the ratio of connected calls to the total number of attempts made. Formula = Connected Calls / Total Attempts | - | Voice | ||||||||||||||
Attempt Ratio | It is the ratio of total attempts made to the number of unique contacts that had at least one attempt. Formula = Total Attempts / Unique Contacts | - | Voice, SMS, Email | ||||||||||||||
Attempt Connect Ratio | It is the ratio of total connected calls to the number of unique contacts that had at least one attempt. Formula = Connected Calls / Unique Contacts | - | Voice | ||||||||||||||
Average Attempt per Hour | It is the ratio of the campaign runtime for the day in minutes to the total number of attempts made. Formula = Campaign runtime for the day in minutes / Total Attempts /60 | Agent | Voice, SMS, Email | ||||||||||||||
Average Connects per Hour | It is the ratio of the campaign runtime for the day in minutes to the total number of connected calls. Formula = Campaign runtime for the day in minutes / Total Connect /60 | Agent | Voice | ||||||||||||||
Customer Abandoned | It is the number of calls abandoned by the customer. | Agent | Voice | ||||||||||||||
System Abandoned | It is the number of calls abandoned by the dialer system. | Agent | Voice | ||||||||||||||
Abandoned | It is the total number of abandoned calls including calls abandoned by customer and system. | Agent | Voice | ||||||||||||||
Abandoned Percentage | The ratio of total abandoned calls to the sum of total Agent Connects and total abandoned calls. Formula = Total Abandoned Calls / (Agent Connects + Abandoned Calls) | Agent | Voice | ||||||||||||||
Abandon Duration | It is the time duration from when the call abandons. | Agent | Voice | ||||||||||||||
Average Abandon Duration | It is the ratio of abandoned duration to the number of abandoned calls. Formula = Abandon Duration / Abandoned Calls | Agent | Voice | ||||||||||||||
CPA Duration (ms) | It is the time taken for Call Progressive Analysis (CPA) in milliseconds. | Agent | Voice | ||||||||||||||
Average CPA Duration (ms) | It is the ratio of CPA Time to the number of attempts made. | Agent | Voice | ||||||||||||||
AMD Connect | It is the number of answering machine calls connected to an agent. | - | Voice | ||||||||||||||
AMD | It is the number of answering machine calls connected. | - | Voice | ||||||||||||||
AMD Percentage | It is the ration of answering machine calls relative to the total number of attempts made. | - | Voice | ||||||||||||||
PCB Attempt | It is the number of attempts made that are personal callbacks. | - | Voice | x | |||||||||||||
NCB Attempt | It is the number of attempts made that are normal callbacks. | Agent | Voice | ||||||||||||||
Callbacks Attempt | It is the number of attempts made that are personal callbacks and normal callbacks. Formula = PCB Attempt + NCB Attempt | - | Voice | ||||||||||||||
PCB Connect | It is the number of personal callbacks connected to an agent. | - | Voice | ||||||||||||||
NCB Connect | It is the number of normal callbacks connected to an agent. | - | Voice | ||||||||||||||
Callbacks Connect | It is the total number of callbacks, including both personal and normal callbacks, that are connected to an agent. | - | Voice | ||||||||||||||
Callbacks Connect Percentage | The ratio of callbacks connected to an agent to the total callbacks attempts made. Callback here includes both personal and normal callbacks. Formula = (PCB Connect + NCB Connect) / (PCB Attempt + NCB Attempt) | - | Voice | ||||||||||||||
PCB Registered | It is the number of personal callback registered today. | - | Voice | ||||||||||||||
NCB Registered | It is the number of normal callback registered today. | - | Voice | ||||||||||||||
Callbacks Registered | It is the number of callbacks, including both personal and normal callbacks, registered today. Formula = PCB Registered + NCB Registered | - | Voice | ||||||||||||||
PCB Closed Success | It is the number of personal callbacks that are closed with a success outcome. | - | Voice | ||||||||||||||
PCB Closed Failure | It is the number of personal callbacks that are closed with a failure outcome. | - | Voice | ||||||||||||||
NCB Closed Success | It is the number of normal callbacks that are closed with a success outcome. | Agent | Voice | ||||||||||||||
NCB Closed Failure | It is the number of normal callbacks that are closed with a failure outcome. | Agent | Voice | ||||||||||||||
Callbacks Closed Success | It is the number of callbacks, including both personal and normal callbacks, that are closed with a success outcome. Formula = PCB Closed Success + NCB Closed Success | - | Voice | ||||||||||||||
Callbacks Closed Failure | It is the number of callbacks, including both personal and normal callbacks, that are closed with a failure outcome. Formula = PCB Closed Failure + NCB Closed Failure | - | Voice | ||||||||||||||
Callbacks Closed | It is the total number of callbacks, including both personal and normal callbacks, that are closed with both success and failure outcomes. Formula = PCB Closed Success + NCB Closed Success + PCB Closed Failure + NCB Closed Failure | - | Voice | ||||||||||||||
AEM Attempt | It is the number of attempts made for Account Executive Mapping (AEM) contacts. | - | Voice | ||||||||||||||
AEM Connect | It is the number of AEM calls connected to an agent. | - | Voice | ||||||||||||||
AEM Connect Percentage | It is the ratio of AEM calls connected to the total number of AEM attempts made. | - | Voice | ||||||||||||||
Other Connect | It is the number of customer-connected calls for non-dialer. | Campaign Group, Agent, List ID | Voice, SMS, Email | ||||||||||||||
Other Attempt | It is the number of attempts made for non-dialer calls, such as attempts through the MCD API. | Campaign Group, Agent, List ID | Voice, SMS, Email | ||||||||||||||
CPaaS Attempt | It is the number of attempts for a CPaaS channel. | Campaign Group, Agent, List ID | Voice, SMS, Email |
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