Activities-based Report Templates

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
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.
All Queue Wallboard	This wallboard report displays live data relating to the DNIS, Workflow, Queue, and Agent interactions for Inbound Voice campaigns.
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.
Billing: Calls Ungrouped	This detailed report displays data relating to outbound call activities.
DNIS Activity by DNIS	This summary report displays data relating to each DNIS.

Fields included in each report:
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

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