Campaigns: HCC Campaign Monitoring Data Definitions

Campaigns: HCC Campaign Monitoring Data Definitions

Campaign Monitoring Data

Campaign Column
AO– The number of agents online.
AR– The number of agents in Ready status.
DL– The number of active calls with agents.
LiU– The number of lines in use (active and in queue).
Cn– The number of calls that entered the queue for automatic campaign calls. The number of total calls for Inbound, Manual or Preview campaigns.
CnR– Ratio of connections to total calls.
C– The number of calls that resulted in contact.
CR– The ratio of abandoned calls to total calls.
H– The number of calls in queue.
D– The number of abandoned calls.
% D– Ratio of abandoned calls to total calls.
Total– The number of total calls.
avg W– Average idle time.
max W– Max current idle time.
Busy– The number of calls with “Busy” call result.
AMD– The number of calls with “AMD” call result.
NOA– The number of calls with “NOA” call result.
OI– The number of calls with “OI” call result.
FAX– The number of calls with “FAX” call result.

Agent Column

Start– The first time the agent logged in today.
Status– Agent’s current status.
Status Time– Agent’s time in current status.
Campaign Talking– Campaign name of agent’s active call.
Total Calls– Agent’s number of total calls.
Contacts– The number of agent’s calls that resulted in contact.
Success– The number of agent’s calls that resulted in success.
Revenue– The amount of revenue reported from Agent’s calls.
avg. W– Agent’s average idle time.
Avg. Call– Agent’s average talking time.
Avg. Wrap– Agent’s average time spent submitting wrap form.
Conn / hr– Ratio of agent’s total calls to their total online time.
Cont / hr– Ratio of agent’s calls that resulted in contact to their total online time.
Suc / hr– Ratio of agent’s calls that resulted in success to their total online time.
Rev / hr– Ratio of agent’s revenue to their total online time.



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