Overview

The Agent Campaign report allows Admins to track detailed call metrics per Campaign. They can see the total Handle Time, Talk Time, and Wrap-up Time per Campaign. 

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Contents

• Running the Agent Campaign Report
• Save Report
• Reading the Agent Campaign Report

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Running the Agent Campaign Report

1.) Click the Reports main menu.

2.) Click the Custom Reports menu option.

The page will open on the Affiliate Conversion Report. 

3.) Click Agent Campaign Report in the Common Reports list.

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

• (A) Date selection: Choose a Start and End date or use the Quick Date buttons.
  • Quick Date buttons allow you to auto-fill the Date fields with the range options. 
    • These buttons calculate based on the current date, which ensures that your Saved Report does not re-run with the same start and end date.
• (B) Time fields: Allow you to specify Start and End time hours and minutes.
  • These times are always in PST; please account for this in your selections.
• (C) Click Apply to save your chosen Dates and Times.
  • Click the Apply & Run button to apply the Date Range Filters to the report and then execute the running of 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.
• 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.
• Talk Time: Select from greater than and less than and enter a custom value for Talk Time to filter against.

 

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.

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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:

• (A) Name: Specify your preferred Name.
• (B) Emails: Specify which email(s) will receive the Report.
  • i.e., admin1@emailadress.com, admin2@emailadress.com, etc.
• (C) Frequency: Drop-down to specify a frequency for the Report to re-run and send emails.
• (D) Time: Specify when you want your Report to be saved.
  • If not repeating this Save, then leave it at the Default of the current time.
• (E) Click Save when complete.

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Reading the Agent Campaign Report

The Agent Campaign Report consists of a graph and a detailed table. The graph allows for visualizing your Agents' time in each Campaign, 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:

• Talk Percentage - This bar represents the percentage of time the Agent spent on a call.
  • Agent Talk metrics are also tracked in real-time in the Agent Monitor.
• Wait Percentage - This bar represents the percentage of time the Agent spent waiting for a call in a Ready Status.
  • Agent Wait metrics are also tracked in real-time in the Agent Monitor.
• Pause Percentage - This bar represents the percentage of time the Agent spent in a Not Ready Status.
• Wrap-Up Percentage - This bar represents the percentage of time the Agent spent in Wrap-Up. This also includes when the Agent is Dispositioning a call and in a Dead Call.
• Handle Percentage - This bar represents the percentage of time the Agent spent on a call, including Talk Time, Hold Time, and Wrap-Up/Disposition.

Table Data

• Calls:
  Number of calls owned by each Campaign.
• Contacts:
  Number of calls picked up by Lead or answered by Agent.
• Outbound:
  Number of Outbound Calls owned by the Campaign.
• Inbound:
  Number of Inbound Calls owned by the Campaign.
• Manual:
  Number of Manual Calls placed by the Campaign.
• Talk Time: 
  Total time Agents spent on a call expressed in hours, minutes, and seconds.
  
  • Agent Talk metrics are also tracked in real-time in the Agent Monitor.
• Wait Time:
  Total Time Agents spent waiting in a Ready Status expressed in hours, minutes, and seconds.
• Pause Time: 
  Total Time Agents spent in a Not Ready Status expressed in hours, minutes, and seconds.
  • Agent Pause metrics are also tracked in real-time in the Agent Monitor.
• Wrap-Up Time: 
  Total time Agents spent in Wrap-Up expressed in hours, minutes, and seconds.
• Handle Time:
  Total time the Agents spent on a call, including Talk Time, Hold Time, and Wrap-Up/Disposition.
• Total Time: 
  Total time Agents spent logged in expressed in hours, minutes, and seconds.
• Talk %:
  Percentage of time spent talking to a Lead.
• Wait %:
  Percentage of time Agents spent waiting for a call in a Ready Status.
• Pause %:
  Percentage of time Agents spent in a Not Ready Status.
• Wrap-Up %: 
  Percentage of time Agents spent in Wrap-Up.
• Handle %:
  Percentage of time Agents spent on a call, including Talk Time, Hold Time, and Wrap-Up/Disposition.
• Voicemail:
  Total number of calls marked as Answering Machine or Voicemail in this Campaign.
• Others:
  Total number of calls not marked as Voicemail or Dropped.

 

 

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