Overview

The Activities-based templates can be used to report on customer transactional data such as:

  • How long did the contact spend in IVR workflow?

  • How long did the contact spend in the campaign queue?

  • What is the call outcome (hang up, cancel, abandon, answer, transfer)?

  • Which agent conducted the interaction?

  • What time was spent in each phase (dial time, preview time, talk time, hold time, wrap time)

The templates, which include both detailed and summary report types for inbound or outbound voice campaigns or both, are:

Report Name

Report Description

All Queue Wallboard

This wallboard report displays live data relating to the DNIS, Workflow, Queue, and Agent interactions for Inbound Voice campaigns.

DNIS Activity by DNIS

This summary report displays data relating to each DNIS.

Activities Inbound Ungrouped

This detailed report displays data about each inbound campaign activity.

Activities Outbound Ungrouped

This detailed report displays data about each outbound campaign activity.

Billing: Calls Ungrouped

This detailed report displays data relating to outbound call activities.

Billing: Calls by Campaign, Date, IDD

This summary report displays data grouped by campaign, date, and location called.

Billing: Calls by Date, IDD

This summary report displays data grouped by date, and location called.

Fields included in each report

Field

All Queue
Wallboard

Activities Inbound Ungrouped

Activities Outbound
Ungrouped

DNIS Activity
by DNIS

Billing: 
Calls Ungrouped

Billing:
Calls by Campaign, Date, IDD

Billing:
Calls by Date, IDD

% Abandon rate in queue

 

 

 

 

 

 

% answered in >60 secs

 

 

 

 

 

 

% Answered in 10 secs

 

 

 

 

 

 

% Answered in 20 secs

 

 

 

 

 

 

% Answered in 30 secs

 

 

 

 

 

 

% Answered in 40 secs

 

 

 

 

 

 

% Answered in 50 secs

 

 

 

 

 

 

% Answered in 60 secs

 

 

 

 

 

 

Abandoned in Workflow

 

 

 

Abandoned in Queue

 

 

 

Abandoned in queue after 20 secs

 

 

 

 

 

Activity Day of Week

 

 

 

 

Activity End DT

 

 

 

 

Activity ID

 

 

 

 

Activity Start Date

 

 

Activity Start DT

 

 

 

 

Activity Status

 

 

 

 

Agent

 

 

 

 

Answered DT

 

 

 

 

Average Abandon time in Workflow

 

 

 

 

 

Average Abandon Time in Queue

 

 

 

 

 

Average Abandon Total Time

 

 

 

 

Average Handling Time (AHT)

 

 

 

 

 

 

Average speed to answer

 

 

 

 

 

 

Average Time in Queue

 

 

 

 

Call Direction

 

 

 

 

Call Time

 

 

 

 

Call Type

 

 

 

 

Calls Abandoned Total

 

 

 

 

 

 

Calls Answered

 

 

 

Calls Auto Callback

 

 

 

 

 

 

Calls Cancelled

 

 

 

 

 

 

Calls Diverted

 

 

 

 

 

 

Calls In Queue

 

 

 

 

 

 

Calls Offered

 

 

 

 

Campaign

 

 

CLI

 

 

 

 

Completes

 

 

 

 

 

 

Completes%

 

 

 

 

 

 

Completes/hour

 

 

 

 

 

 

Contacts

 

 

 

 

 

 

Contacts%

 

 

 

 

 

 

Contacts/hour

 

 

 

 

 

 

Dial Time

 

 

 

 

DNIS/Dialled Number

 

 

 

Duplicate caller ID

 

 

 

 

 

 

Email Time

 

 

 

 

Extension

 

 

 

 

Hold Time

 

 

 

 

IDD Code

 

 

IDD Description

 

 

Inbound

 

 

 

Interaction ID

 

 

 

 

Lead ID

 

 

 

 

Longest Waiting Time (LWT) in Queue

 

 

 

 

 

 

Longest Waiting Time (LWT) Call

 

 

 

 

 

 

Manual

 

 

 

 

Manual Preview Time

 

 

 

 

No Caller ID

 

 

 

 

 

 

Outbound

 

 

 

 

Outcome of call

 

 

 

 

Preview Time

 

 

 

 

Quality Assurance

 

 

 

 

 

 

Queue Entry DT

 

 

 

 

 

Sales

 

 

 

 

 

 

Sales%

 

 

 

 

 

 

Sales/hour

 

 

 

 

 

 

Service Level 

 

 

 

 

 

Source Type

 

 

 

 

 

Talk Time

 

 

Time in Workflow

 

 

 

 

Time in queue

 

 

 

 

Total answered in <10 secs

 

 

 

 

 

Total answered in <20 secs

 

 

 

 

Total answered in <30 secs

 

 

 

 

 

Total answered in <40 secs

 

 

 

 

 

Total answered in <50 secs

 

 

 

 

 

Total answered in <60 secs

 

 

 

 

 

Total answered in >60 secs

 

 

 

 

 

Transferred Inbound

 

 

 

Transferred Outbound

 

 

 

 

Voicemail

 

 

 

 

Wrap Time

 

 

 

 

Legend

Symbol

Description

The field is included in the report by default

The field is not included in the report by default but may be added

 

The field is available as a filter to the report