Campaigns Report

This page displays information about outbound call campaigns (2.0) and the campaign records that comprise them. You will only see here campaign records that have been fully processed and have reached a concluded state. Newly added, processing and rescheduled campaign records are not visible in this report until they reach a final state.

Campaign Success Rate

A gauge showing what percentage of campaign records have reached the Completed state compared to the total number of records. By and large, the fuller the gauge is, the better your contact center is performing.

AVG Customer Ring Duration

The average amount of time agents waited for the customer to answer the outbound call after it was initiated.

AVG Talk Duration

The average amount of time agents spent in active conversation with customers.

SUM Customer Ring Duration

The total amount of time agents waited for customers to answer the outbound calls after they were initiated.

SUM Talk Duration

The total amount of time agents spent in active conversations with customers.

Campaign Outcome Rates

The percentages of the five possible campaign record outcomes measured in each campaign.

Outcomes

Pie char of the percentages of the five possible outcomes aggregated across all filtered campaigns.

Campaign Records

Column Name	Description
Campaign Name	The name of the campaign of which this campaign record was a part.
Campaign Type	The type of campaign of which this campaign record was a part. Can be either Preview or Callback.
Record Creation Time	The date and time (in the tenant's set timezone) of when this campaign record was created.
Work Items	The number of work items associated with this campaign record.
Customer Phone Number	The customer phone number added into the campaign by upload of a .csv file or by registration of a callback request
Customer First Name	The customer's first name added into the campaign by upload of a .csv file or by registration of a callback request
Customer Last Name	The customer's last name added into the campaign by upload of a .csv file or by registration of a callback request
Total Duration	The total amount of time that this campaign record spent in its various states until reaching its final one.
New	The amount of time this campaign record was in the newly added state before being queued.
Queued	The amount of time this campaign record was in the queued state before an agent started processing it.
Rescheduled	The amount of time this campaign record was in the rescheduled state between being processed by possibly multiple different agents.
Customer Ringing	The amount of time that calls associated to this campaign record were ringing out at the customer.
Talk Duration	The amount of time that calls associated to this campaign record were connected to both an agent and a customer.
Status	The final state of this campaign record.
Campaign Record ID	This field is present out of technical necessity to make a distinction between multiple campaign records that would have been created at the same second when uploading a batch of them to the campaign.

Work Items

Column Name	Description
Start Time	The date and time (in the tenant's set timezone) of when the work item was created (presented to the agent).
Variable Values	If configured to persist, these are the values of the variables collected within the agent workspace associated with the queue.
Agent Name	The agent's name.
Agent Phone Number	The agent's phone number at the time of the conversation.
WI Result	The outcome of the work item. What happened to it ultimately. The values are set by the system.
Completion Code	The completion code chosen by the agent for the work item. The values are set by the contact center administrator.
WI Duration	The amount of time the work item existed from its creation to its closure.
Preview (Ring dur.)	The amount of time the agent spent previewing the work item before accepting it.
Lookup	The amount of time the agent spent with the work item in lookup mode (relevant to outbound conversations only).
Active	The amount of time the agent spent in active conversation with the customer.
Wrapup	The amount of time the agent spent with the work item wrapping it up.
Notes	The note attached to the work item by the agent. 'Automatically closed' is attached by the system.
End Time	The time (in the tenant's set timezone) of when the work item was closed.
WI Id	The technical identifier of the work item.

Tip

Expand a record with the [+] symbol to reveal the agent workspace variables collected.

Lost track of which ones you expanded and are now seeing all black text? Right click among the column values > Collapse > All.