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RPC or Consent or Manual Field Details
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RPC or Consent or Manual Field Details
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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 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
RPC | It is the number of attempts that have Right Party Connect (RPC) outcomes. | - | Voice | ||||||||||||||
Non RPC | It is the number of attempts that have Non-Right Party Connect (RPC) outcomes. | - | Voice | ||||||||||||||
RPC Percentage | It is the ratio of attempts made with RPC outcomes to the total attempts made. Formula = RPC / Total Attempts | - | Voice | ||||||||||||||
Non RPC Percentage | It is the ratio of attempts made with non-RPC outcomes to the total attempts made. Formula = Non-RPC / Total Attempts | - | Voice | ||||||||||||||
RPC Connect | It is the total number of call connected with RPC outcomes. | - | Voice | ||||||||||||||
RPC Connect Percentage | It is the ratio of RPC connect to the total number of calls connected. Formula = RPC Connect / Total Connect | - | Voice | ||||||||||||||
Consent | The number of attempts that are Consent Attempts. If PEWC (Prior Express Written Consent) is deactivated, this value should be 0. | - | Voice, SMS, Email | ||||||||||||||
nConsent | The number of attempts that are Non-Consent Attempts. If PEWC is deactivated, this value should be 0. | - | Voice, SMS, Email | ||||||||||||||
RPC Consent Percentage | The percentage of Consent Attempts that resulted in an Outcome of type RPC (Right Party Contact) or Consent. If PEWC is deactivated, this value should be 0. Formula: RPC Consent % = (RPC / Consent) × 100 | - | Voice | ||||||||||||||
RPC nConsent Percentage | The percentage of Non-Consent Attempts that resulted in an Outcome of type RPC or nConsent. If PEWC is deactivated, this value should be 0. Formula: RPC nConsent % = (RPC / nConsent) × 100 | - | Voice | ||||||||||||||
Consent Connect | The number of Consent Attempts that connected to an agent. If PEWC is deactivated, this value should be 0. | - | Voice | ||||||||||||||
Consent Connect Percentage | The percentage of Consent Attempts that connected to an agent. Formula: Consent Connect % = (Consent Connect / Consent) × 100 | - | Voice | ||||||||||||||
nConsent Connect | The number of Non-Consent Attempts that connected to an agent. If PEWC is deactivated, this value should be 0. | - | Voice | ||||||||||||||
nConsent Connect Percentage | The percentage of Non-Consent Attempts that connected to an agent. Formula: nConsent Connect % = (nConsent Connect / nConsent) × 100 | - | Voice | ||||||||||||||
Manual | It is the number of attempts made using manual campaign. | - | Voice, SMS, Email | ||||||||||||||
Manual Tele Failed | It is the number of attempts made using manual campaign with telephony failure outcome. | - | Voice, SMS, Email | ||||||||||||||
Manual Tele Success | It is the number of attempts made using manual campaign with telephony success outcome. | - | Voice, SMS, Email | ||||||||||||||
Manual Business Failed | It is the number of attempts made using manual campaign with business failure outcome. | - | Voice, SMS, Email | ||||||||||||||
Manual Business Success | It is the number of attempts made using manual campaign with business success outcome. | - | Voice, SMS, Email | ||||||||||||||
Manual RPC | It is the number of attempts made using a manual campaign with RPC outcome. | - | Voice | ||||||||||||||
Manual RPC Percentage | It is the ratio of attempts made using a manual campaign with an RPC outcome to the total number of attempts made using a manual campaign. | - | Voice |
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