Overview

Contact Rate is a vital metric in the Call Center industry. It helps determine the performance of Campaigns, Lists, and Agents.

Based on the given data, Admins can adjust or retain call management and practices to improve or maintain productivity. The Contact Rate is also an excellent method to find out which call-to-actions and Lead sources are converting more than others.

Contents

• Before You Begin
• Running the Contact Rate Report
• Save Report
• Reading the Contact Rate Report

Before You Begin

This Report measures Contacts based on a call's Disposition. The system and Agents assign Dispositions at the end of a call.

• See Add/Edit Dispositions to learn more about how Agent Dispositions are configured as a Contact.
• See the Show Dispositions page in your Account to check the Status Type for each Disposition.
  • Click the Dispositions option in the Account main menu to open Show Dispositions.

Running the Contact Rate Report

1.) Click the Reports main menu.

2.) Click the Custom Reports menu option.

The page Reports Home page will open.

3.) Click Contact Rate Report.

4.) Select a Date Range in the Fixed Date Range box.

• Date:
  Start and End fields: Select calendar days to indicate the date range.

• Time:
  Start Hour and End Hour: Select the hour of day for the start and end dates, respectively.
  Start Minute and End Minute: Select the minute of the hour, if necessary, for both the start and end time.
• Quick Date: 
  Select a predetermined length of time.
  • These buttons calculate based on the current date. 
  • Use them when configuring a Saved Report to prevent duplicate metrics when the system re-runs it. 
• Click Apply to save your chosen Dates and Times. 
• Click Apply & Run if you have selected Filters and are ready to run the report.

5.) Configure any Filters you want applied to the Report:

• Call Types: Select from the types of calls to show in the Report: 3-way, Inbound, Outbound, and Manual.
  • Outbound and Manual are selected by default.
• Users: Select from the Account Users to include in the Report.
• Campaigns: Select from the Campaigns.
• Queues: Select from the Queues.
• Statuses: Select from the system and custom statuses.
• Lists: Select from the Lead Lists.
• Lead Data Filters: Select from the system and custom Lead Fields to filter against in the Report.
• Talk Time: Select from greater than and less than and enter a custom value for Talk Time to filter against.
• DID Reputations: Select DID Reputations to show in the Report: Flagged or Blocked by AT&T, Flagged or Blocked By Complaints (FCC), Flagged or Blocked By T-Mobile, Flagged or Blocked by Verizon, and Not Flagged or Blocked By Any. 

6.) Click the Break Down tab to select Break Downs.

• Horizontal Break Downs separate the data in the table based on the chosen filter.
• Vertical Break Downs add columns to the table based on the chosen filter.

7.) Click the blue Run Report button.

The Report will appear once it has finished processing. Admins can complete other tasks and will get a notification once it is ready.

Save Report

There are two options for saving your Reports. One version enables Admins to save the current results as a CSV file, while the other saves the criteria for re-running the Report.

1.) Click the Export to CSV button to download as a CSV file to your device.

1.) Alternatively, click the Save Report button to open the Save Report pop-out.

2.) Configure the Save Report fields:

• Name: Specify your preferred Name.
• Email Delivery (Optional)
  • Emails: Specify which email(s) will receive a scheduled Report emailed regularly.
    • Separate emails by commas, i.e., admin1@emailadress.com, admin2@emailadress.com, etc.
    • Once an email is entered in the Emails field, the Frequency and Time fields will become active.
      • Frequency: Drop-down to specify a frequency for the Report to re-run and send emails, Daily, Hourly, or Weekly.
        • Hourly will change the Time field to a Minute field, for selecting the minute of the hour the report should send.
        • Daily will open the Time Field.
        • Weekly will open a Day field along with the Time field.
      • Time: Specify when you want your Report to be saved.
• Included Fields: Select is the report will contain all available fields or just the ones currently displayed.
• Click Save when complete.

Reading the Contact Rate Report

The Contact Rate Report consists of a graph and a detailed table. The graph allows for visualizing each Campaign's overall performance, and the table breaks down all the metrics in the graph.

• X-axis: Campaign Names
• Y-axis: Number of Calls

Graph Data

Each of these data points has a different colored bar:

Table Data

Note: The Returns and Revenue calculations are only available when using a Leadspedia Plugin. Otherwise, these columns will remain blank.

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