Hosted Contact Center Data Definitions

Hosted Contact Center 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.

Call Report Data
Call date– when the call was placed.
Contact list– contact list name, if this phone# exists in one of the contact lists.
Call type– type of the call (Manual, Inbound, etc).
Phone– the lead phone number.
Caller ID– CallerID for inbound calls.
DNIS– DNIS for inbound calls.
Call status– technical status of the call (dropped? answered? answering machine?).
Call duration– the total duration of the call (including dialing, wait, and on hold times).
Agent– agent name, who spoke to the customer.
Campaign– campaign name, if the call was placed or received within a campaign.
IVR name– The last IVR that the call was routed through. Exception: When IVR does not have an assigned phone number or phone number contains letters we will not be able to show the IVR name, instead you will see “IVR name is not retrievable“.
Account ID– Account ID associated with the call.
Call result– shows the result of the call (based on “Call Results” in Campaigns → Call Results).
Final– an indicator that shows whether the call result is final.
Termination event– termination event the call ended with.
Queue time– the amount of time a consumer spent in an IVR queue before an Agent answered their call.
IVR time– is the time the caller spent before selecting an option from the IVR and entering a campaign.
Hold time– captures time spent “on hold” after connecting to an agent.
Talk time– talk time (call duration, excluding dialing, wait, and on hold times).
Wrap time– time spent by an agent wrapping the call after the call is finished.
Idle time– the amount of time an agent spent in “Ready” status prior to receiving a call.
Listen– call recording (special permission required)
Download– call recording download button (special permission required)
Call origin– where the call originated (Internal or External).
Voicemail– lists an audio file if a voicemail was received.
Missed– if the call was missed, “Yes” will display.
Revenue– the amount paid or committed by the consumer.
Resulted in– the result of the “Call result” (No Contact, Contact, Presentation or Success).
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