Overview

The List Performance Report consolidates performance metrics from multiple reports into one and allows Admins to drill down on Lists to their Sub IDs.

This report provides on-demand insights tailored to each customer's business goals—eliminating the need for manual data pulls or complex spreadsheet work. By consolidating critical metrics into a clear format, customers can make faster, more informed decisions with minimal administrative overhead.

Contents

• Running the List Performance Report
• Save Report
• Reading the List Performance Report
  • Show/Hide Columns
  • Table Data

Running the List Performance 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 the List Performance Report.

4.) Select a Date Range in the Date 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 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.) Configure your Report's Inputs.

• Agent Cost: Enter your Agents' average cost per hour.

  • Applied cost input here only to agents missing cost data. 

  • Located under Account → Users → Specific User → Agent Cost tab → Show Users.

• Lead List Cost: Applied cost input here only to lists missing cost data. 

  • Located under Call Center → Lists → Specific List → List Settings tab → Cost Per Lead.

• Revenue: Default revenue of each successful call.
  • Enter the average billable call/transfer revenue.
• Billable Time: Time duration that defines transfers for the calls. 
  • Defaults to 120 seconds.
  • Enter the minimum number of seconds for a billable call.
• Status Group: Input status groups that is considered transfers.
  • Select Statuses/Dispositions for transferring calls.

7.) 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.

8.) Click the Run Report button.

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.

Download CSV

1.) Click the Export to CSV.

The Export Columns window will open. 

2.) Configure your preferences:

• Columns:
  • Export all available data fields per record - selected by default
  • Export only the data fields displayed below
• Sub-totals:
  • Yes
  • No

3.) Click Submit.

Save Custom Report

1.) Click Save Report.

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.

Reading the List Performance Report

The List Performance Report consists of a table breaking down all of the performance metrics for your Lead Lists.

Table Data

• Campaign:
  The name of the Campaign.
• List Name
  The name of the List.
• Minutes spent dialing list/sub ID
  The total number of minutes the Campaign spent dialing on this List.
• Hours spent dialing/sub ID
  The total number of hours the Campaign spent dialing on this List.
• Billable Hours
  Estimated number of billable hours spent dialing on this List.
• Talk Time  
  Total number of minutes spent talking to a Lead.
• Total imports
  Total number of new Leads added during the report period.
• Dials
  Total number of calls placed for each List.
• Contacts
  Total number of calls dispositioned with a Contact Status for each List.
• Contact Rate %
  Percentage of total calls Dispositioned with a Contact Status.
• Transfers
  The total number of calls dispositioned with a Status in the Status Group input.
• TPH
  The total number of Transfers per hour. 
  • (New Transfer / Billable Hours)
• ACL (pre-transfer)
  Average call length of Contacts without a Transfer Status as defined by the Status Group input.
• ACL (post transfer)
  Average call length of all Contacts with a Transfer Status as defined by the Status Group input.

Scroll sideways to view more columns:

• Minute costs ($)
  Total cost of the minutes used for the Campaign dialing this List. 
  • (Minutes * Minute Rate)
• Agent Cost ($)
  Total Agent Costs based on Billable Hours. 
  • (Agent Billable Time * Agent Cost)
• Lead Cost ($)
  This is using the lead cost per list which is entered for each list, or using the override feature above, multiplied by the number of total imports in this list.
• Total Cost ($):  
  Total costs for Agents and Minutes. 
  • (Agent Cost + Minute Costs)
• Revenue:
  Total Revenue based on Billable calls. 
  • (# of Billables * Revenue)
• Profit ($):
  Total profit based on Revenue and Total Costs.
• Profit Margin:
  The percentage of sales that turn into Profits. 
  • (Profit / Revenue)
• RPC (Revenue per Call):
  The total Revenue per call placed by the Campaign or an Agent. 
  • (Revenue / New Transfer)
• RPL (Revenue per Lead):
  The total Revenue per Lead. 
  • (Revenue / Total Imports)

Note: Due to the size of this Report, Admins will not be able to see all of the columns in their window. Scroll to the right of each row to see the additional columns.

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