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Summary Report
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Summary Report
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The Summary report offers a quick overview of contact center operations. It displays data based on the filters you select, helping you understand the numbers and details about calls, contacts, campaigns, and more in an easy-to-understand format.
To create a report:
Click + Create Historical Report icon.
Select Summary report and click Create.
Select the appropriate Timezone from the dropdown list to generate the report for a specific timezone. The default timezone is set in the browser.
Note:
The Summary Report time zone options display only system-enabled time zones
Select the Report View from the dropdown list to group the records. Elements are displayed based on the selected report type.
Campaign
Global List ID
List
Campaign Group
Date
Agent
Select the Period from the dropdown list to view the report for a specific period. The default value is set to Today.
Today
Yesterday
This Week
Last Week
This Month
Last Month
Last N Days — If you select this option, enter the number of days for the report to view.
Custom Date Range — If you select this option, enter the date range period to view report for a defined period.
Note:
The maximum period allowed is 1865 days (5 Years) to maintain optimal performance and efficiency.
Apply Filter
Go to the Filter section to filter the data. You can select single or multiple fields in a filter.
On the Global List tab, select the appropriate global list IDs to filter the data based on them.
On the Campaign Group tab, select the appropriate campaign groups to filter the data based on them.
On the Campaign tab, select the appropriate campaigns to filter the data based on them.
On the List tab, select the appropriate list IDs to filter the data based on them. These are visible only for the selected campaigns.
On the Agent tab, select the appropriate agent to filter the data based on it.
Element
Go to the Elements section to generate the report based on the selected elements. You can select single or multiple elements.
On the Contact tab, select the relevant fields to generate the report. To know more about the fields, see Contact Fields.
On the Attempt tab, select the relevant fields to generate the report. To know more about the fields, see Attempt.
On the Computed tab, select the appropriate fields to generate the report. To know more about the fields, see Computed.
On the RPC / Consent / Manual tab, select the appropriate fields to generate the report. To know more about the fields, see RPC or Consent or Manual Field Details.
Select the Channel from the dropdown list to view elements based on the selected channel. The available options are:
Voice: Displays elements specific to voice interactions.
SMS: Shows elements related to SMS communication.
Email: Displays parameters specific to email interactions.
All: Allows you to view all elements regardless of the channel.
Save and View Report
Click View to display the report.
Click Export to export the report to an Excel file.
Click Save. You can also save the report from the filter page.
Enter the Name and Description of the report.
Click Save.
Contact Fields
Fields | Description | Not Applicable | Mode | Cisco UCCE | Cisco UCCX | Webex Contact Center | Amazon Connect | Service Cloud Voice | UJET | Genesys PureCloud | Five9 VCC | Nice CXone | Avaya POM | Twilio Flex | Twilio SMS | Twilio SendGrid | SMTP |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Open Start of Day | The number of contacts carried forward as open from the previous day’s End of Day (EOD), based on the system timezone. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Chained Added | It is number of contacts that are added due to Chaining. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Uploaded | It is the number of contacts uploaded during the day using files or API. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Manage Added | It is the number of contacts that are opened, unblocked, moved or copied using Manage Contacts. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Contacts | Contacts are calculated daily. The total number of contacts is the sum of:
| Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Fresh | It is the open contacts that have not been attempted at least once. This does not include Account Executive Mapping (AEM) and callbacks contacts. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
Scheduled | It is the open contacts that are attempted at least once, excluding Account Executive Mapping (AEM) and callbacks. | Agent, Campaign Group | Voice, SMS, Email | ||||||||||||||
PCB | It is the contacts marked as Personal Callback (PCB). | Agent, Campaign Group | Voice | ||||||||||||||
NCB | It is the contacts marked as Normal Callback (NCB). | Agent, Campaign Group | Voice | ||||||||||||||
Callbacks | It is the sum of callbacks that includes Personal Callback (PCB) and Normal Callback (NCB) contacts. | Agent, Campaign Group | Voice | ||||||||||||||
AEM Fresh | It is the number of Account Executive Mapping (AEM) contacts that hat have not been attempted at least once. | Agent, Campaign Group | Voice | ||||||||||||||
AEM Scheduled | It is the contacts that are attempted at least once. | Agent, Campaign Group | Voice | ||||||||||||||
AEM | It is the sum of AEM-Fresh and AEM-Scheduled contacts. | Agent, Campaign Group | Voice | ||||||||||||||
Open Count | The total number of open contacts comprises the sum of Fresh, Scheduled, Callbacks, and AEM contacts. Delivered contacts are also factored into open contacts. | - | Voice, SMS, Email | ||||||||||||||
Closed Tele Failed | It is the number of contacts that are closed with Failed Telephony outcome. It does not include Success and Callback outcomes. | - | Voice | ||||||||||||||
Closed SMS Failed | Number of contacts closed with outcomes excluding success outcomes via SMS communication. | Agent | SMS | ||||||||||||||
Closed Email Failed | Number of contacts closed with outcomes excluding success outcomes via email communication. | Agent | |||||||||||||||
Closed Compliance | It is the total number of closed contacts with the Do Not Call (DNC), National Do Not Call (NDNC), DNC Scrub, and Litigation outcomes. | - | Voice, SMS, Email | ||||||||||||||
Closed CCB | It is the number of contacts closed by Compliance Engine due to a failure of a rule. | Agent | Voice, SMS, Email | ||||||||||||||
Closed Tele Success | It is the number of contacts that are closed with Success Telephony outcomes, such as Callback and Success outcomes. | - | Voice | ||||||||||||||
Closed SMS Success | Number of contacts successfully closed via SMS communication. | Agent | SMS | ||||||||||||||
Closed Email Success | Number of contacts successfully closed via email communication. | Agent | |||||||||||||||
Closed Business Failed | It is the number of contacts that are closed with a Failed Business outcome. | - | Voice, SMS, Email | ||||||||||||||
Closed Business Success | It is the number of contacts that are closed with a Success Business outcome. | - | Voice, SMS, Email | ||||||||||||||
Closed Scrubbed | It is the number of scrubbed contacts. | Agent | Voice, SMS, Email | ||||||||||||||
Closed Expired | It is the number of contacts that are expired. | Agent | Voice, SMS, Email | ||||||||||||||
Closed Others | It is the number of contacts closed due to various scenarios: Overwrite, Contact List Stopped, Flushed, and others. | Agent | Voice, SMS, Email | ||||||||||||||
Closed PreCall | It is the number of contacts closed in the Precall Script. | Agent | Voice, SMS, Email | ||||||||||||||
Closed | It is the total number of all closed contacts. | - | Voice, SMS, Email | ||||||||||||||
Completed Percentage | It is the ratio of contacts that are closed to the total number of contacts. Formula = Closed contacts / Total number of contacts | - | Voice, SMS, Email | ||||||||||||||
Closed Success Percentage | It is the ratio of contacts that are closed a successful telephony outcome to the total number of contacts. Formula = Closed success contacts / Total number of contacts | - | Voice, SMS, Email | ||||||||||||||
Closed Business Success Percentage | It is the ratio of contacts that are closed with a successful business outcome to the total number of contacts. Formula = Closed business success contacts / Total number of contacts | - | Voice, SMS, Email | ||||||||||||||
Closed RPC Percentage | It is the ratio of Right Party Connect (RPC) contacts closed with both success and business success outcomes to the total number of contacts Formula = (RPC closed contacts with success telephony outcome + RPC closed contacts with success business outcome) / Total number of contacts | - | Voice | ||||||||||||||
Contact Unique | It is the number of open or closed contacts with at least one attempt made. | - | Voice, SMS, Email | ||||||||||||||
Contact Connect Percentage | It is the ratio of unique contacts that have an agent connect to the total number of contacts. Formula = Unique contacts / Total number of contacts | - | Voice | ||||||||||||||
Contact RPC Percentage | It is the ratio of unique contacts with RPC attempts to the total number of contacts. Formula = Unique contacts with RPC attempts / Total number of contacts | - | Voice | ||||||||||||||
Contact Attempt Percentage | It is the ratio of unique contacts to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Others | It is the number of contacts that are temporary blocked. | Agent | Voice, SMS, Email | ||||||||||||||
Pseudonymized | Number of Pseudonymized Contacts Currently, it is part of Closed others. | Agent | Voice, SMS, Email | ||||||||||||||
Fresh Percentage | It is calculated as Fresh divided by CONTACT, representing the percentage of fresh contacts. | - | - | ||||||||||||||
Scheduled Percentage | It is calculated as Scheduled divided by CONTACT, representing the percentage of scheduled contacts. | - | - | ||||||||||||||
AEM Percentage | It is calculated as AEM divided by CONTACT, representing the percentage of AEM contacts. | - | - | ||||||||||||||
Callback Percentage | It is calculated as Callbacks divided by CONTACT, representing the percentage of callback contacts. | - | - | ||||||||||||||
Open Percentage | It is calculated as OPEN divided by CONTACT, representing the percentage of open contacts. | - | - | ||||||||||||||
Closed CPaas Success | Number of contacts successfully closed through CPaaS channels. | ||||||||||||||||
Active Lists | It is the number of contact lists in an active state for the day. | Agent, List ID | Voice, SMS, Email | ||||||||||||||
Stopped Lists | It is the number of contact lists in a stopped state for the day. | Agent, List ID | Voice, SMS, Email | ||||||||||||||
Stopped And Closed Lists | It is the number of contact lists in a stopped and closed state for the day. | Agent, List ID | Voice, SMS, Email | ||||||||||||||
Permanent Stop Lists | It is the number of contact lists in a permanent stop state for the day. | Agent, List ID | Voice, SMS, Email | ||||||||||||||
Expired Lists | It is the number of contact lists in an expired state for the day. | Agent, List ID | Voice, SMS, Email | ||||||||||||||
Attempt 1 | It is the number of open contacts with one attempt made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 2 | It is the number of open contacts with two attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 3 | It is the number of open contacts with three attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 4 | It is the number of open contacts with four attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 5 | It is the number of open contacts with five attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 6 | It is the number of open contacts with six attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 7 | It is the number of open contacts with seven attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 8 | It is the number of open contacts with eight attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt 9 | It is the number of open contacts with nine attempts made. | - | Voice, SMS, Email | ||||||||||||||
Attempt > 9 | It is the number of open contacts with more than nine attempts made. | - | Voice, SMS, Email | ||||||||||||||
Closed 1 | It is the number of contacts that are closed after one attempt. | - | Voice, SMS, Email | ||||||||||||||
Closed 2 | It is the number of contacts that are closed after two attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 3 | It is the number of contacts that are closed after three attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 4 | It is the number of contacts that are closed after four attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 5 | It is the number of contacts that are closed after five attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 6 | It is the number of contacts that are closed after six attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 7 | It is the number of contacts that are closed after seven attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 8 | It is the number of contacts that are closed after eight attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed 9 | It is the number of contacts that are closed after nine attempts. | - | Voice, SMS, Email | ||||||||||||||
Closed > 9 | It is the number of contacts that are closed after more than nine attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 1 | It is the number of open and closed contacts in one attempt. | - | Voice, SMS, Email | ||||||||||||||
Pass 2 | It is the number of open and closed contacts in two attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 3 | It is the number of open and closed contacts in three attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 4 | It is the number of open and closed contacts in four attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 5 | It is the number of open and closed contacts in five attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 6 | It is the number of open and closed contacts in six attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 7 | It is the number of open and closed contacts in seven attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 8 | It is the number of open and closed contacts in eight attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 9 and Pass > 9 | It is the number of open and closed contacts in more than nine attempts. | - | Voice, SMS, Email | ||||||||||||||
Pass 1 Percentage | The percentage of open and closed contacts completed in one attempt relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 2 Percentage | The percentage of open and closed contacts completed in two attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 3 Percentage | The percentage of open and closed contacts completed in three attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 4 Percentage | The percentage of open and closed contacts completed in four attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 5 Percentage | The percentage of open and closed contacts completed in five attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 6 Percentage | The percentage of open and closed contacts completed in six attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 7 Percentage | The percentage of open and closed contacts completed in seven attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 8 Percentage | The percentage of open and closed contacts completed in eight attempts relative to the total number of contacts. | - | Voice, SMS, Email | ||||||||||||||
Pass 9 Percentage and Pass > 9 Percentage | The percentage of open and closed contacts completed in nine or more attempts relative to the total number of contacts. | - | Voice, SMS, Email |
Attempt
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 |
Computed
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 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Agent | It is the number of agents logging into the system once for the day. | - | Voice | ||||||||||||||
Agent Connect Rate | It is the ratio of connected calls to the total count of agents. | - | Voice | ||||||||||||||
Ring Duration | It is the time period a phone rings before being answered | Agent | Voice | ||||||||||||||
Average Ring Duration | It is the ratio of ring duration to the total number of calls connected. | Agent | Voice | ||||||||||||||
Talk Duration | It is the time span of an actual talk time. | - | Voice | ||||||||||||||
IVR Duration | The total time a caller spends interacting with the IVR system. | Agent | Voice | ||||||||||||||
2-ways SMS Duration | The total time span between the initiation of a 2-way SMS attempt. | Agent | SMS | ||||||||||||||
ACW Duration | It is the period during which After Call Work (ACW) activities are carried out. | - | Voice | ||||||||||||||
Handle Duration | It displays the duration of actual talk time and the time spent on ACW activities. Formula = Talk Duration + ACW Duration | - | Voice | ||||||||||||||
Preview Duration | It displays the duration during which an agent views a preview call. | - | Voice | ||||||||||||||
AHT | It is the ratio of total call handling time to total calls connected. Formula = Handle Duration / Total Connect | - | Voice | ||||||||||||||
AHT IVR | The Average Handle Time for IVR calls. This is calculated as the total IVR duration divided by the number of IVR calls connected. Formula: AHT IVR = IVR Duration / IVR Connect | - | Voice | ||||||||||||||
AHT 2-way SMS | The Average Handle Time for 2-Way SMS interactions. This is calculated as the total duration of 2-Way SMS attempts divided by the total number of 2-Way SMS attempts. Formula: AHT 2-Way SMS = 2-Way SMS Duration / 2-Way SMS Attempt | Agent | SMS | ||||||||||||||
Avg First Response 2-way SMS | The average response time for the first message in a 2-Way SMS interaction. It is calculated by summing up the durations between the first message sent and the first message received in all 2-Way SMS attempts and dividing it by the total number of 2-Way messages received. Excludes 2-Way SMS attempts that timeout on the first message but includes those that timeout in subsequent messages. Formula: Avg First Response 2-Way SMS = (Summation of all first message response durations) / 2-Way Messages Received | Agent | SMS | ||||||||||||||
Avg Response 2-way SMS | The average response time for all messages in 2-Way SMS interactions. It is calculated by summing up the durations between every message sent and received in 2-Way SMS attempts and dividing it by the total number of 2-Way messages received. Excludes the duration of messages that timeout. Formula: Avg Response 2-Way SMS = (Summation of all message response durations) / 2-Way Messages Received | Agent | SMS | ||||||||||||||
AHT RPC | It is the ratio of total call handling time for RPC calls to total calls connected. Formula = Total Handle Time for RPC Calls / Total Connect | Agent | Voice | ||||||||||||||
AHT Non RPC | It is the ratio of total call handling time for non-RPC calls to total calls connected. Formula = Total Handle Time for Non-RPC Calls / Total Connect | - | Voice | ||||||||||||||
AHT Consent | The Average Handling Time for Consent attempts. | - | Voice | ||||||||||||||
AHT Non Consent | The Average Handle Time for calls connected that are of type Non-Consent. If PEWC is deactivated, this value should be 0. | - | Voice | ||||||||||||||
AHT Manual | It is the ratio of total call handling time to total calls connected for manual calls. Formula = Total Handle Time for Manual Calls / Total Connect | - | Voice | ||||||||||||||
ACW RPC Duration | It is the period during which ACW activities are carried out for RPC type. | - | Voice | ||||||||||||||
ACW Non RPC Duration | It is the period during which ACW activities are carried out for non-RPC type. | - | Voice | ||||||||||||||
Talk RPC Duration | It is the talk time of RPC calls. | - | Voice | ||||||||||||||
Talk Non RPC Duration | It is the talk time of Non-RPC calls. | - | Voice |
RPC or Consent or Manual Field Details
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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