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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