help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| email_accounts-admin_user_group | Admin User Group | <QXZ>This is the administrative user group for this inbound group, this allows admin viewing of this in-group restricted by user group. Default is --ALL-- which allows any admin user to view this in-group. </QXZ> |
| email_accounts-protocol | Email Account Protocol | <QXZ>This is the email protocol used by the account you are setting up access to. Currently only IMAP and POP3 accounts are supported. </QXZ> |
| email_accounts-email_replyto_address | Email Reply-to Address | <QXZ>The email address of the account you are setting up access to. Replies to email messages from the agent interface will read as coming from this address. </QXZ> |
| email_accounts-email_account_server | Email Account Server | <QXZ>The email server that the account is housed on. </QXZ> |
| email_accounts-email_account_user | Email Account User | <QXZ>The login used to access this account. Usually its the portion of the reply-to address before the -at- symbol. </QXZ> |
| email_accounts-pop3_auth_mode | Auth Mode for POP3 protocol only | <QXZ>The authorization mode to use when POP3 is the mail protocol on the email account. BEST is the default. It will use APOP if the server appears to support it and it can be used to successfully log on, then try similarly with CRAM-MD5, and finally PASS. APOP and CRAM-MD5 imply that an MD5 checksum will be used instead of sending your password in cleartext. However, if the server does not claim to support APOP or CRAM-MD5, the cleartext method will be used. Be careful. There are a few servers that will send a timestamp in the banner greeting, but APOP will not work with them, for instance if the server does not know your password in cleartext. If you think your authentication information is correct, you may have to use PASS for that server. The same applies to CRAM-MD5.</QXZ> |
| email_accounts-email_account_pass | Email Account Password | <QXZ>The password used to access this account. This is usually set at the time the email account is created. </QXZ> |
| email_accounts-email_frequency_check_mins | Email Frequency Check Rate (mins) | <QXZ>How often this email account should be checked. The highest rate of frequency at the moment is five minutes, some email providers will not allow more than three login attempts in fifteen minutes before locking the account for an indeterminate amount of time. </QXZ> |
| email_accounts-in_group | In-Group ID | <QXZ>The In-Group that email messages will be sent to.</QXZ> |
| email_accounts-default_list_id | Default List ID | <QXZ>The List ID that leads will be inserted into if necessary. </QXZ> |
| email_accounts-call_handle_method | In-Group Call Handle Method | <QXZ>This is the action that will be taken when a new email is found in the account. EMAIL means all email messages will be inserted into the list table as a new lead. EMAILLOOKUP will search the entire list table for the email address in the email column - if the lead is found, that lead list ID will be used in the record that goes into the email_list table. EMAILLOOKUPRC does the same, but it will only search lists belonging to the campaign selected in the In-Group Campaign ID box below. EMAILLOOKUPRL will only search one particular list, which is the one entered into the In-Group List ID box below.</QXZ> |
| email_accounts-agent_search_method | In-Group Agent Search Method | <QXZ>The agent search method to be used by the inbound group, LO is Load-Balanced-Overflow and will try to send the call to an agent on the local server before trying to send it to an agent on another server, LB is Load-Balanced and will try to send the call to the next agent no matter what server they are on, SO is Server-Only and will only try to send the calls to agents on the server that the call came in on. Default is LB. NOT USED</QXZ> |
| email_accounts-ingroup_list_id | In-Group List ID | <QXZ>This is the List ID that will be used to search for a match within. </QXZ> |
| email_accounts-ingroup_campaign_id | In-Group Campaign ID | <QXZ>This is the Campaign ID that will be used to search for a match within.</QXZ> |
| template_maker | The custom template maker allows you to define your own file layouts for use with the list loader and also delete them, if necessary. If you frequently upload files that are in a consistent layout other than the standard layout, you may find this tool helpful. The saved layout will work on any uploaded file it matches, regardless of file type or delimiter. | <QXZ>The custom template maker allows you to define your own file layouts for use with the list loader and also delete them, if necessary. If you frequently upload files that are in a consistent layout other than the standard layout, you may find this tool helpful. The saved layout will work on any uploaded file it matches, regardless of file type or delimiter.</QXZ> |
| template_maker-create_template | Create a new template | <QXZ>In order to begin creating your new listloader template, you must first load a lead file that has the layout you wish to create the template for. Click Choose file, and open the file on your computer you wish to use. This will upload a copy to your server and process it to determine the file type and delimiter (for TXT files).</QXZ> |
| vicidial_template_maker | Listloader Custom Template Maker | <QXZ>Create your own file loading template with this tool. Useful when you load files in a consistent format or layout other than the vicidial standard format, as it allows you to predefine field locations in lead files to bypass the steps to assign them otherwise</QXZ> |
| template_maker-delete_template | Edit/delete template | <QXZ>If you have a template you wish to edit or delete, select the template from the drop-down menu and click the appropriate button, either EDIT TEMPLATE or DELETE TEMPLATE. EDIT TEMPLATE will load the template information and allow you to edit the name, description, and file layout. DELETE TEMPLATE will simply delete the template.</QXZ> |
| template_maker-template_id | Template ID | <QXZ>This field is where you enter an arbitrary ID for your new custom template. It must be between 2 and 20 characters and consist of alphanumeric characters and underscores.</QXZ> |
| template_maker-template_name | Template Name | <QXZ>This field is where you enter the name for your custom template. Can be up to 30 characters long.</QXZ> |
| template_maker-template_description | Template Description | <QXZ>This field is where you enter the description for your custom template. It can be up to 255 characters long.</QXZ> |
| template_maker-list_id | List ID | <QXZ>All templates must load their records into a list. Select a list ID to load leads into from this drop-down list, which will display any lists available to you given your user settings.</QXZ> |
| template_maker-assign_columns | Assigning columns | <QXZ>Once you have loaded a sample lead file matching the layout you want to make into a template and select a list ID to load leads into, all of the available columns from the list table and the custom table for the list you selected (if any) will be displayed here. Columns highlighted in blue are standard columns from the list table. Columns highlighted in pink belong to the custom table for the selected list. Each column listed has a drop-down menu, which should be populated with the fields from the first row of the sample lead file you uploaded. Assign the appropriate fields to the appropriate columns and press SUBMIT TEMPLATE to create your template. You do not need to assign every field to a column, and you do not need to assign every column a field. For details on the standard list columns, click</QXZ> <a href='#' onClick="FillAndShowHelpDiv(event, 'list_loader')"><QXZ>HERE</QXZ></a>. |
| template_maker-editing_columns | Editing columns | <QXZ>If you need to change the file layout the template expects from your uploaded files, you must enter the field number for each piece of data that appears in the base file. <B>Since this feature is based on index values, the first field in the file row uses 0 as the index, not 1</B>. Index values can be repeated, and data fields that share the same index will appear the -current file layout- above separated by the -pipe- character. Additionally, any non-numeric characters will be removed from the index value fields upon submission. For details on the standard list columns, click</QXZ> <a href='#' onClick="FillAndShowHelpDiv(event, 'list_loader')"><QXZ>HERE</QXZ></a>. |
| template_maker-current_file_layout | Current File Layout | <QXZ>This is simply a quote-comma-delimited approximation of the layout of the file your template is based on, going by the current template settings. Fields in the file that are not used in your template are shown as -unused- here.</QXZ> |
| max_stats | Maximum System Stats | <QXZ>These statistics are cached totals that are stored throughout each day in real-time through back-end processes. For inbound calls, the total calls per in-group are calculated for each call that enters the process that calculates. For the whole system counts, the totals are generated from log entries as well as other in-group and campaign totals. These totals may not add up due to the settings that you have in your system as well as when the call is hung up.</QXZ> |
| qc_status_codes | The Quality Control | <QXZ>QC function has its own set of status codes separate from those within the call handling functions of the system. QC status codes must be between 2 and 8 characters in length and contain no special characters like a space or colon. The QC status code description must be between 2 and 30 characters in length. For these functions to work, you must have QC enabled in the System Settings.</QXZ> |
| agent_time_detail | Agent Time Detail | <QXZ>In this report you can view how much time agents spent on what.</QXZ><BR><QXZ><U>TIME CLOCK</U> = Time the agent been logged in to the time clock.</QXZ><BR><QXZ><U>AGENT TIME</U> = Total time on the system (<U>WAIT</U> + <U>TALK</U> + <U>DISPO</U> + <U>PAUSE</U>).</QXZ><BR><QXZ><U>WAIT</U> = Time the agent waits for a call.</QXZ><BR><QXZ><U>TALK</U> = Time the agent talks to a customer or is in dead state (<U>DEAD</U> + <U>CUSTOMER</U>).</QXZ><BR><QXZ><U>DISPO</U> = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).</QXZ><BR><QXZ><U>PAUSE</U> = Time the agent is in pause mode (<U>LOGIN</U> + <U>LAGGED</U> + ...).</QXZ><BR><QXZ><U>DEAD</U> = Time the agent is in a call after the customer has hung up.</QXZ><BR><QXZ><U>CUSTOMER</U> = Time the agent is in a live call with a customer.</QXZ><BR><QXZ><U>CONNECTED</U> = Time the agent is waiting for a live call plus time in a live call with a customer.</QXZ><BR><QXZ>- The next table is pause codes and their time.</QXZ><BR><QXZ><U>LOGIN</U> = The pause code when going from login directly to pause.</QXZ><BR><QXZ><U>LAGGED</U> = The time the agent had some network problem or similar.</QXZ><BR><QXZ><U>ANDIAL</U> = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.</QXZ><BR><QXZ>and empty is undefined pause code.</QXZ><BR><QXZ><U>VISIBLE</U> = This is a tally of the amount of time the Agent Screen is being viewed by the agent in their web browser while they are logged in.</QXZ><BR><QXZ><U>HIDDEN</U> = This is a tally of the amount of time the Agent Screen is hidden from the view of the agent in their web browser while they are logged in.</QXZ> |
| agent_status_detail | Agent Status Detail | <QXZ>In this report you can view what and how many statuses has been selected by the agents.</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>CIcalls</U> = Total number of call where there was a Human Answer which is set under Admin -> System Statuses.</QXZ><BR><QXZ><U>DNC/CI%</U> = How much in percent DNC (Do Not Call) per Human Answers.</QXZ><BR><QXZ>And the rest is just System Statuses that the agent picked and how many, to find out what they means then head over to Admin -> System Statuses.</QXZ> |
| agent_performance_detail | Agent Performance Detail | <QXZ>This is a combination of Agent Time Detail and Agent Status Detail.</QXZ><BR><QXZ>(Statistics related to handling of calls only. What this means is that the top section will only include time involving a phone call. If an agent clicks to go active, then pauses, then goes active again without taking a call, that time will not be included in the top section of this report.)</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>TIME</U> = Total time of these (<U>PAUSE</U> + <U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ><BR><QXZ><U>PAUSE</U> = Amount of time being paused in related to call handling.</QXZ><BR><QXZ><U>AVG</U> means Average so everything -AVG is for example amount of PAUSE-time divided by total number of calls: (<U>PAUSE</U> / <U>CALLS</U> = <U>PAUSAVG</U>)</QXZ><BR><QXZ><U>WAIT</U> = Time the agent waits for a call.</QXZ><BR><QXZ><U>TALK</U> = Time the agent talks to a customer or is in dead state (<U>DEAD</U> + <U>CUSTOMER</U>).</QXZ><BR><QXZ><U>DISPO</U> = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).</QXZ><BR><QXZ><U>DEAD</U> = Time the agent is in a call after the customer has hung up.</QXZ><BR><QXZ><U>CUSTOMER</U> = Time the agent is in a live call with a customer.</QXZ><BR><QXZ>And the rest is just System Statuses that the agent picked and how many, to find out what they means then head over to Admin -> System Statuses.</QXZ><BR><QXZ>- Next table is Pause Codes.</QXZ><BR><QXZ><U>LOGIN TIME</U> = Total time on the system (<U>WAIT</U> + <U>TALK</U> + <U>DISPO</U> + <U>PAUSE</U>).</QXZ><BR><QXZ><U>NONPAUSE</U> = Everything except pause (<U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ><BR><QXZ><U>PAUSE</U> = Only Pause.</QXZ><BR><QXZ>- The last table is pause codes and their time (like Agent Time Detail).</QXZ><BR><QXZ><U>LOGIN</U> = The pause code when going from login directly to pause.</QXZ><BR><QXZ><U>LAGGED</U> = The time the agent had some network problem or similar.</QXZ><BR><QXZ><U>ANDIAL</U> = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.</QXZ><BR><QXZ>and empty is undefined pause code.</QXZ> |
| team_performance_detail | Team Performance Detail | <QXZ>This report contains some of the same information as the Agent Time Detail report, as well as several new fields. Also, the users are grouped together within their User Groups, and there is a User Group summary at the bottom of the results.</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>LEADS</U> = Total number of unique leads the user handled.</QXZ><BR><QXZ><U>CONTACTS</U> = Total number of calls the user handled that were statused in a Customer Contact status.</QXZ><BR><QXZ><U>CONTACT RATIO</U> = Percent of calls where a customer was contacted.</QXZ><BR><QXZ><U>NONPAUSE</U> = Everything except pause (<U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ><BR><QXZ><U>TIME</U> = Total time of these (<U>PAUSE</U> + <U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ><BR><QXZ><U>TALK</U> = Time the agent talks to a customer minus <U>DEAD</U> time.</QXZ><BR><QXZ><U>SALES</U> = Total number of calls the user handled where the SALE status flag is set to Y.</QXZ><BR><QXZ><U>SALES PER WORKING HOUR</U> = Total number of sales divided by system time.</QXZ><BR><QXZ><U>SALES TO LEADS RATIO</U> = Total number of sales divided by leads handled.</QXZ><BR><QXZ><U>SALES TO CONTACTS RATIO</U> = Total number of sales divided by contacts.</QXZ><BR><QXZ><U>SALES PER HOUR</U> = Total number of sales divided by talk time.</QXZ><BR><QXZ><U>INCOMPLETE SALES</U> = Total number of calls statused as QCFAIL.</QXZ><BR><QXZ><U>CANCELLED SALES</U> = Total number of calls statused as QCCANC.</QXZ><BR><QXZ><U>CALLBACKS</U> = Total number of active or live callbacks for this user in the system.</QXZ><BR><QXZ><U>FIRST CALL RESOLUTION</U> = Total number of calls handled divided by leads handled.</QXZ><BR><QXZ><U>AVERAGE SALE TIME</U> = Total number of sales divided by the talk time for those sales calls.</QXZ><BR><QXZ><U>AVERAGE CONTACT TIME</U> = Total number of contacts divided by the talk time for those contact calls.</QXZ> |
| performance_comparison_report | Performance Comparison Report | <QXZ>This report contains some of the same information as the Team Performance Detail report, and the results for today and yesterday as well as the last 2, 3, 5, 10 and 30 days.</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>SALES</U> = Total number of calls the user handled where the SALE status flag is set to Y.</QXZ><BR><QXZ><U>SALES CONVERSION PCT</U> = Total number of sales divided by calls handled.</QXZ><BR><QXZ><U>SALES PER HOUR</U> = Total number of sales divided by system time.</QXZ><BR><QXZ><U>TIME</U> = Total time of these (<U>PAUSE</U> + <U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ> |
| single_agent_daily | Single Agent Daily | <QXZ>This report contains most of the same information as the Agent Status Detail report, except for only one agent across a range of days.</QXZ><BR><QXZ><U>CALLS</U> = Total number of calls sent to the user.</QXZ><BR><QXZ><U>CI CALLS</U> = Total number of calls the user handled that were statused in a Customer Contact status.</QXZ><BR><QXZ><U>DNC CI PCT</U> = Total number of DNC statused calls divided by the number of Customer Contact calls.</QXZ><BR><QXZ><U>SALES PER HOUR</U> = Total number of calls the user handled where the SALE status flag is set to Y, divided by system time.</QXZ><BR><QXZ>(the rest of the fields are the statuses that the agent selected)</QXZ> |
| single_agent_time | Single Agent Daily Time | <QXZ>This report is similar to the Agent Time Detail report, except for only one agent across a range of days.</QXZ><BR><QXZ><U>PAUSE</U> = Amount of time for the agent being paused.</QXZ><BR><QXZ><U>WAIT</U> = Time the agent waits for a call.</QXZ><BR><QXZ><U>TALK</U> = Time the agent talks to a customer or is in dead state (<U>DEAD</U> + <U>CUSTOMER</U>).</QXZ><BR><QXZ><U>DISPO</U> = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).</QXZ><BR><QXZ><U>DEAD</U> = Time the agent is in a call after the customer has hung up.</QXZ><BR><QXZ><U>CUSTOMER</U> = Time the agent is in a live call with a customer.</QXZ><BR><QXZ><U>TOTAL</U> = Total time of these (<U>PAUSE</U> + <U>WAIT</U> + <U>TALK</U> + <U>DISPO</U>).</QXZ> |
| usergroup_login | User Group Login Report | <QXZ>This report includes information on all of the users within a user group related to agent screen activity.</QXZ><BR><QXZ><U>FIRST LOGIN DATE</U> = The earliest date this user logged in to the agent screen.</QXZ><BR><QXZ><U>LAST LOGIN DATE</U> = The most recent date this user logged in to the agent screen.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The most recent campaign this user was logged in to.</QXZ><BR><QXZ><U>SERVER IP</U> = The most recent server this user logged in to.</QXZ><BR><QXZ><U>COMPUTER IP</U> = The most recent computer this user used to log in to the agent screen.</QXZ><BR><QXZ><U>EXTENSION</U> = The most recent phone this user used to log in to the agent screen.</QXZ><BR><QXZ><U>BROWSER</U> = The most recent web browser version this user used to log in to the agent screen.</QXZ><BR><QXZ><U>PHONE LOGIN</U> = The most recent phone login this user used to log in to the agent screen.</QXZ><BR><QXZ><U>SERVER PHONE</U> = The most recent server phone account this user was logged in through.</QXZ><BR><QXZ><U>PHONE IP</U> = The IP address of the phone during the most recent agent screen session.</QXZ> |
| agent_timeclock_detail | User Timeclock Detail Report | <QXZ>Pulls all timeclock records for agents meeting the selected parameters.</QXZ><BR><QXZ><U>TIME CLOCK</U> = Total amount of time agent spent logged in.</QXZ><BR><QXZ><U>TIME CLOCK PUNCHES</U> = A list of the punch-in and punch-out times for each agent. Punch-out times marked with an asterisk (*) denotes AUTOLOGOUT from timeclock.</QXZ> |
| campaign_status_list_report | Campaign Status List Report | <QXZ>This report is designed to show the breakdown by list_id of the calls and their statuses for all lists within a campaign for a set time period.</QXZ><BR><QXZ><U>DISPOSITION</U> = The distinct dispositions made for the list within the time frame specified.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls ending with the disposition listed.</QXZ><BR><QXZ><U>DURATION</U> = Sum of the length of the calls ending with the disposition listed.</QXZ><BR><QXZ><U>HANDLE TIME</U> = Sum of the time the calls ending with the disposition listed were handled by an agent (<U>TALK</U> + <U>DEAD</U>).</QXZ><BR><BR><QXZ><U>TOTAL CALLS</U> = Number of calls placed to leads belonging to lists in this campaign within the time frame specified.</QXZ><BR><QXZ><U>STATUS FLAGS BREAKDOWN</U> = Breakdown of the total calls into status categories, including counts per category and percentage relative to the number of calls to leads in the list within the time frame specified.</QXZ> |
| campaign_debug | Campaign Debug | <QXZ>Shows campaign stats and debug output for a selected campaign.</QXZ> |
| DQreport | Demographic Quotas Report | <QXZ>This report will show the details of a single campaigns Demographic Quota settings, goals and other basic campaign calling information all on one screen. As quota goals are filled, the goal rows will change from a green to a purple background color. The numbers in this report are updated once per minute, but the -count- column can also be updated as agents disposition calls. It is possible for the -count- column to be higher than it really is if a call is dispositioned at the same time as the back-end process runs, but this will not impact the function of this feature and the numbers will be corrected within one minute. There are also links near the top of the report to go to the campaign modify page and the debug page to see more information on the last time the Demographic Quotas process ran.</QXZ> |
| user_logins_report | User Logins Report | <QXZ>This report will show the last login information for a user on the last several days that they logged into the system</QXZ> |
| user_latency_report | User Latency Report | <QXZ>This report will show the agent screen web connection latency information for agents that are currently or recently logged in to the agent screen.</QXZ> |
| carrier_log_report | Carrier Log Report | <QXZ>This report will show dial status breakdowns, SIP error reason breakdowns, and carrier log records for a selected date, and can be filtered by server.</QXZ> |
| cid_log_report | Caller ID Log Report | <QXZ>This report will provide a breakdown by caller ID of calls from specified campaigns and specified statuses within a date range. Its primary purpose is to show if particular caller IDs have been flagged by carriers as being scam numbers.</QXZ> |
| dial_log_report | Dial Log Report | <QXZ>This report will show individial dial log records for a single date, allowing filtering by server and SIP code.</QXZ> |
| hangup_cause_report | Hangup Cause Report | <QXZ>This report will show dial status breakdowns and individual carrier log records for a given date, with options to filter by server, hangup cause, dial status, and SIP response.</QXZ> |
| source_vlc_status_report | Outbound Lead Source Report | <QXZ>This report is designed to show the breakdown by either vendor_lead_code or source_id, choice of the user, of the calls and their statuses for all lists within a campaign for a set time period</QXZ> |
| CampaignSUMMARY | Real-Time Campaign Summary | <QXZ>The report shows condensed live statistics for all campaigns currently in the dialer.</QXZ> |
| CLOSER_service_level | Inbound Service Level Report | <QXZ>This report is designed to give a daily breakdown of the number of calls, holds, and drop within the specified date range for the selected inbound group.</QXZ><BR><QXZ><U>DROPS</U> = The number of dropped calls to the inbound group within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROP %</U> = The percentage of calls ending in DROPS.</QXZ><BR><QXZ><U>AVG DROP(S)</U> = Average length in seconds of the calls ending in DROPS.</QXZ><BR><QXZ><U>HOLDS</U> = The number of calls to the inbound group that were held in queue for that time interval.</QXZ><BR><QXZ><U>HOLD %</U> = The percentage of calls that went to queue relative to the total calls.</QXZ><BR><QXZ><U>AVG HOLD(S) HOLD</U> = Average length in seconds of the queue time for only the calls in queue.</QXZ><BR><QXZ><U>AVG HOLD(S) TOTAL</U> = Average length in seconds of the queue time for ALL calls for the time interval.</QXZ><BR><QXZ><U>CALLS</U> = Number of calls received by the ingroup within the time interval.</QXZ><BR><QXZ><U>TOTAL CALLTIME MIN:SEC</U> = Total length of all calls received.</QXZ><BR><QXZ><U>AVG CALLTIME SECONDS</U> = Average length of all calls received.</QXZ> |
| CLOSERstats | Inbound Report (by DID) | <QXZ>This report is designed to give several different statistical breakdowns of calls received within the specified time frame, by either ingroup or by DID (refer to the title of the report).</QXZ><BR><QXZ><B>MULTI-GROUP BREAKDOWN</B></QXZ><BR><QXZ><U>CALLS</U> = The number of calls to the inbound groups or DIDs within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROPS</U> = The number of dropped calls to the inbound groups or DIDs within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROP %</U> = The percentage of calls ending in DROPS.</QXZ><BR><QXZ><U>IVR</U> = The number of calls to the inbound group or DID that went to an IVR within the time frame specified for that time interval.</QXZ><BR><QXZ><B>CALL HANGUP REASON STATS</B></QXZ><BR><QXZ><U>HANGUP REASON</U> = The reason the call terminated.</QXZ><BR><QXZ><U>HOLDS</U> = The number of calls terminated from the aforementioned reason.</QXZ><BR><QXZ><B>CALL STATUS STATS</B></QXZ><BR><QXZ><U>STATUS</U> = The call disposition.</QXZ><BR><QXZ><U>DESCRIPTION</U> = A description of the call disposition.</QXZ><BR><QXZ><U>CATEGORY</U> = The call category that the disposition currently belongs to.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls taken by the ingroups or DIDs that were dispositioned as the listed disposition.</QXZ><BR><QXZ><U>TOTAL TIME</U> = The total amount of time that was spent on calls that ended as the listed disposition.</QXZ><BR><QXZ><U>AVG TIME</U> = The average amount of time that was spent on calls that ended as the listed disposition.</QXZ><BR><QXZ><U>CALLS /HOUR</U> = The number of calls per hour to the ingroups or DIDs that ended as the listed disposition.</QXZ><BR><QXZ><B>CUSTOM STATUS CATEGORY STATS</B></QXZ><BR><QXZ><U>CATEGORY</U> = The custom call category that a call was dispositioned under the selected report parameters.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls dispositioned under the custom status category.</QXZ><BR><QXZ><U>DESCRIPTION</U> = A description of the custom call category.</QXZ><BR><QXZ><B>AGENT STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The agent who received a call to the specified inbound groups or DIDs.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls fielded by the agent.</QXZ><BR><QXZ><U>DESCRIPTION</U> = The total time the agent spent in calls to the specified inbound groups or DIDs.</QXZ><BR><QXZ><U>DESCRIPTION</U> = The average time the agent spent in calls to the specified inbound groups or DIDs.</QXZ> |
| CLOSERstats_v2 | Inbound Report (by DID), v2 | <QXZ>This report is designed to give several different statistical breakdowns of calls received within the specified time frame, by either ingroup or by DID (refer to the title of the report).</QXZ><BR><QXZ><B>MULTI-GROUP BREAKDOWN</B></QXZ><BR><QXZ><U>CALLS</U> = The number of calls to the inbound groups or DIDs within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROPS</U> = The number of dropped calls to the inbound groups or DIDs within the time frame specified for that time interval.</QXZ><BR><QXZ><U>DROP %</U> = The percentage of calls ending in DROPS.</QXZ><BR><QXZ><U>IVR</U> = The number of calls to the inbound group or DID that went to an IVR within the time frame specified for that time interval.</QXZ><BR><QXZ><B>CALL HANGUP REASON STATS</B></QXZ><BR><QXZ><U>HANGUP REASON</U> = The reason the call terminated.</QXZ><BR><QXZ><U>HOLDS</U> = The number of calls terminated from the aforementioned reason.</QXZ><BR><QXZ><B>CALL STATUS STATS</B></QXZ><BR><QXZ><U>STATUS</U> = The call disposition.</QXZ><BR><QXZ><U>DESCRIPTION</U> = A description of the call disposition.</QXZ><BR><QXZ><U>CATEGORY</U> = The call category that the disposition currently belongs to.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls taken by the ingroups or DIDs that were dispositioned as the listed disposition.</QXZ><BR><QXZ><U>TOTAL TIME</U> = The total amount of time that was spent on calls that ended as the listed disposition.</QXZ><BR><QXZ><U>AVG TIME</U> = The average amount of time that was spent on calls that ended as the listed disposition.</QXZ><BR><QXZ><U>CALLS /HOUR</U> = The number of calls per hour to the ingroups or DIDs that ended as the listed disposition.</QXZ><BR><QXZ><B>CUSTOM STATUS CATEGORY STATS</B></QXZ><BR><QXZ><U>CATEGORY</U> = The custom call category that a call was dispositioned under the selected report parameters.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls dispositioned under the custom status category.</QXZ><BR><QXZ><U>DESCRIPTION</U> = A description of the custom call category.</QXZ><BR><QXZ><B>AGENT STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The agent who received a call to the specified inbound groups or DIDs.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls fielded by the agent.</QXZ><BR><QXZ><U>TIME H:M:S</U> = The total time the agent spent in calls to the specified inbound groups or DIDs.</QXZ><BR><QXZ><U>AVERAGE</U> = The average time the agent spent in calls to the specified inbound groups or DIDs.</QXZ> |