Performance: Inbound Calls
Inbound Calls by Campaign
The Inbound Calls by Campaign provides monitoring of all inbound by campaign.
Field
| Description/Definition
|
Campaign
| Campaign Name
|
Started
| Time Campaign was started
|
Min Hold
| Minimum Hold time for caller
|
Max Hold
| Maximum Hold time for caller
|
Avg Hold
| Average hold time
|
Holding
| Number of calls holding
|
Min Talk
| Minimum Talk time for caller
|
Max Talk
| Maximum Talk time for caller
|
Avg Talk
| Average talk time
|
Total
| Total calls received
|
Drop
| Total dropped calls
|
% Drop
| Percent of dropped calls
|
Completed
| Total calls completed
|
% Completed
| Percent of calls completed
|
ST
| Status of campaign
|
Related Articles
Inbound Dip
Inbound Dip - Contact List Matching for Inbound Calls Overview The Inbound Dip feature allows admins to upload contact lists that act as a reference database for inbound calls. When an inbound call is received, the system checks if the caller’s phone ...
Reports: Failed Calls
The Failed Calls Report can be used for performance reporting across campaigns. The report can be selected by date range, all campaigns or a specific campaign. Once the report has completed, it can be exported to either a CSV or PDF. Fields ...
Reports: Agent Performance
The Agent Performance Report is useful for providing insight into an agent's performance, which can be used for recognition, coaching and/or development. This report can be selected by date range, all agents, or a specific agent. Once the report has ...
Reports: Call Report Data Definitions
Call Report Data Field Definition Values Notes Call Date Timestamp of when the call was initiated (originated by agent or customer). Includes date and time based on the HCC's Timezone setting. Contact List Name of the contact list the phone number ...
Configuration: Conference Calls
Conference Calls The Conference Calls tab within the Configuration menu lists all conferences that have been defined. Conferences can be searched for by name or extension, edited or deleted. To Delete a Conference Call, select the Red X. You will be ...