Outbound Specific Report Metrics & dimensions
Updated
Live Campaign Performance Report
This is a live monitoring report drafted for the Campaign Manager persona. While the campaign is marked Active, this report provides the count of Agents in each state. For the agents who are assigned to the Campaign, this report details the agent’s current activity state if they are talking/ filling ACW, idle, on hold, etc. Based on this live occupancy, % is derived for each campaign.
Metric (M) / Dimension (D) | Description |
User Count (User Current state) (M) | Number of users currently available in the filtered state |
User Current State (D) | This field states the current action state of the user(If the user is occupied on call or filling ACW or Idle) |
Smart Segment (D) | Segment name within a Campaign |
Talking (M) | Number of agents currently in the talking state for the Campaign marked |
ACW (M) | Number of agents currently in the ACW state for the Campaign marked |
Hold (M) | Number of agents currently in the Hold state for the Campaign marked |
Idle (M) | Number of agents currently in the Idle state for the Campaign marked |
Available (M) | Number of agents currently in the Available state for the Campaign marked |
% Idle (M) | Percentage of agents is the Idle state out of all the agents in the current state |
% Talking (M) | Percentage of agents is the talking state out of all the agents in the current state |
Ingestion Report
This is a lead-level report (outbound specific) that records the Lead Events based on the unique task reference ID of the event. Every customer activity is counted as a separate lead, and every customer interest (e.g., registration of a customer on a product inquiry) is considered as a Lead Event (task reference). The leads can either be imported as Excel or through APIs. This report is derived from a voice analytics data source and states if a lead is repeated, callable or not, the failure reason, and the campaign and segment details the lead is associated with. Only when calls are made on the leads, a case is created on them.
Data source used: Voice Analytics
Metric (M) / Dimension (D) | Description |
Lead event created time (D) | The timestamp at which the lead event was created |
Customer name (D) | Name of the customer to whom the call was made |
Customer phone number (D) | Phone number of the customer |
Event ID (D) | Unique ID of the lead event |
Callable count (M) | Boolean field showing values - 1 if the lead is callable and 0 if not |
Skipped count (M) | Boolean field showing values - 1 if the lead is skipped due to duplicacy, dnd, max attempts |
Is callable (D) | Boolean field - True if the lead is callable and false if not |
Campaign (D) | Name of the campaign |
Voice segment (D) | Name of voice segment used |
Failure reason (D) | Reason why the lead was not ingested - Reasons are Duplicate, DND, max attempts |
Task Report
This report (outbound specific) provides data on the Tasks or Scheduled callbacks created and assigned for users.
Data source: Task
Metric (M) / Dimension (D) | Description |
CallBack Count (M) | Count of call backs created |
Time Since First Conversation (M) | Time since the call first came into the system (Now - First Conversation Time) |
Task Priority (M) | Task Priority while assigning task to the agent |
Call Back SLA (M) | Time difference between the time task was created at - task scheduled_at |
Schedule Callback SLA (M) | Time difference between the time schedule call back task was created at - task scheduled_at |
Due Date SLA (M) | Time difference between the time schedule call back task was called at - due date |
Call Duration (M) | Time difference between call end time - call start time |
Task Count (M) | Number of tasks created |
Task Status (D) | Status of the task (if the task is closed, open, skipped, cancelled, expired, new, etc.) |
Task Queue(s) (D) | If task is added in any task Queue or not (set or not set) |
Task Type (D) | Type of the task created - whether task created is scheduled callback, profile priority, assignment or to do priority |
Call Back Assigned User Group (D) | User group of the user to whom the callback is assigned |
Campaign (D) | Campaign corresponding to given task |
Agent Connected Time (D) | Time when the agent connected on the call |
Voice Status (D) | Status of the call - whether the call is completed, customer didn't connect, call skip and more defining the status of the callback done |
Assigned to User (D) | Name of the agent to whom the call/task was assigned |
Called At (D) | The time when the callback was called again |
Day Of Week (D) | The day of the week (mon, tues, wed..) on which the activity occurred |
Customer Connected Time (D) | Time when the customer connected on the call |
Time Of Day (D) | The time of the day when the activity occurred |
Assignee User Id (D) | ID of the user to whom the callback is assigned/transferred |
Assignee Name (D) | Name of the user to whom the callback is assigned |
Call Back Triggered By (D) | Name of the user who created/triggered the callback task |
Case Id (D) | ID of the case to which the callback is associated with |
Work Queue (D) | Work queue in which the callback call was associated with/entered |
Due Date (D) | When the task was due/scheduled at originally |
Voice Application (D) | Name of the voice application used to perform the task |
Call Back Assigned To (D) | Name of user to whom the callback is assigned |
Assigned By User Id (D) | User ID of the user who assigned the call back to other user |
First Conversation Time (D) | Time stamp at which the call first came into the system |
Created Time (D) | Time when the task was created in the system |
Assigned To (D) | Name of the user to whom the task was assigned |
Creator (D) | Name of the user who created/ triggered the callback task |
Call Back Number (D) | Customer phone number where the callback is made |
Task (D) | Description of the task created |
Created Time Interval (D) | Time interval when the task was created in the system (used for aggregation) |
Call Back Case (D) | Case details/number of the case to which the callback is associated with |
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