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Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| CLOSERsummary_hourly | Inbound Summary Hourly Report | <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><U>TOTAL CALLS</U> = Total calls taken by the in-group.</QXZ><BR><QXZ><U>TOTAL ANSWER</U> = Total calls answered by the in-group.</QXZ><BR><QXZ><U>TOTAL TALK</U> = Total amount of time spent in calls answered by the in-group.</QXZ><BR><QXZ><U>AVERAGE TALK</U> = Average amount of time spent in calls answered by the in-group.</QXZ><BR><QXZ><U>TOTAL QUEUE TIME</U> = Total amount of time calls handled by the in-group spent in queue.</QXZ><BR><QXZ><U>TOTAL QUEUE TIME</U> = Average amount of time calls handled by the in-group spent in queue.</QXZ><BR><QXZ><U>MAXIMUM QUEUE TIME</U> = The longest amount of time any single call handled by the in-group spent in queue.</QXZ><BR><QXZ><U>TOTAL ABANDON CALLS</U> = The number of calls to the in-group that were unanswered and abandoned by the caller.</QXZ> |
| dialer_inventory_report | Dialer Inventory Report | <QXZ>This report gives statistical information, including a status breakdown, of a single list or all lists in a single campaign.</QXZ><BR><QXZ><U>Start Inv</U> = Total leads currently in list.</QXZ><BR><QXZ><U>Call Inv Total</U> = Total leads currently dialable in list based on the campaign settings it belongs to.</QXZ><BR><QXZ><U>Call Inv No filtr</U> = Total leads currently dialable in list based on the campaign settings EXCLUDING any filters.</QXZ><BR><QXZ><U>Call Inv One-off</U> = Total leads currently dialable in list based on the campaign settings that are at least one dial attempt below the call count limit.</QXZ><BR><QXZ><U>Call Inv Inactive</U> = Total leads currently in list that belong to INCOMPLETE statuses that are NOT currently selected as dialable for the campaign.</QXZ><BR><QXZ><U>Dial Avg</U> = Total calls made on the list divided by the <U>Start Inv</U> of that list.</QXZ><BR><QXZ><U>Pen. pct</U> = Percentage of leads in the list that are no longer dialable, Start Inv - Call Inv Total divided-by Start Inv.</QXZ> |
| DIDstats | Inbound DID Report | <QXZ>This report breaks down activity for a DID or a list of DIDs over a given time interval.</QXZ><BR><BR><QXZ><U>CURRENT ROUTE</U> = Where the DID is currently directed when a call reaches it.</QXZ><BR><BR><QXZ><U>CALLS</U> = Number of calls the DIDs/servers/time frames (depending on which sub-report you are viewing) received during the specific date range.</QXZ><BR><BR><QXZ><U>LOST</U> = Number of calls that were supposed to be routed to an INGROUP/AGENT/CALLMENU but do not show log records in the appropriate log tables, suggesting the caller hung up.</QXZ><BR><BR><QXZ><U>TRANSFERS</U> = Number of calls sent to PHONE/VOICEMAIL/EXTEN during the specific date range.</QXZ><BR><BR><QXZ><U>ROUTED</U> = Number of calls sent to INGROUP/AGENT/CALLMENU with corresponding log records showing outcome.</QXZ> |
| DIDsummary | Inbound DID Summary Report | <QXZ>This report breaks down activity for a DID or a list of DIDs over a given time interval.</QXZ><BR><BR><QXZ><U>CALLS</U> = Number of calls the DIDs/servers/time frames (depending on which sub-report you are viewing) received during the specific date range.</QXZ><BR><BR><QXZ><U>MINUTES</U> = Cumulative length of time of all calls made to the DID.<QXZ><BR><BR><QXZ><U>ROUTE</U> = Where the DID is currently directed when a call reaches it.</QXZ> |
| agentDIDstats | Agent DID Report | <QXZ>This report breaks down agent call handling activity for a DID or a group of DIDs over a given time interval. The results will show the number of calls handled for each agent per day and per week, with column breakdowns for each DID using the DID name for the column header.</QXZ> |
| DIDdetail | Inbound DID Detail Report | <QXZ>This report displays the details for every call received for a DID or a list of DIDs over a given time interval.</QXZ><BR><BR><QXZ><U>CALL DATE</U> = The date and time the call arrived on your system.</QXZ><BR><BR><QXZ><U>DID EXTEN</U> = The DID number your carrier sent this call to.</QXZ><BR><BR><QXZ><U>DID PATTERN</U> = The DID pattern that your system used to route the call.</QXZ><BR><BR><QXZ><U>SERVER</U> = The server that received the call on your system.</QXZ><BR><BR><QXZ><U>UNIQUEID</U> = The server unique ID of the call.</QXZ><BR><BR><QXZ><U>CALL ROUTE</U> = Where the call was routed. If there is a prefix of F_, PF_, PFR_ on this value, then the call matched one of the filters set on the DID and it was routed accordingly. A prefix of MQ_ indicates the DID Max Call Queue settings triggered. A prefix of NA_ indicated the No Available Agents settings triggered.</QXZ><BR><BR><U>DID ROUTE</U> = Where the DID is currently routed to when a call reaches it.</QXZ><BR><BR><QXZ><U>DID ID</U> = The internal system ID of the DID.</QXZ><BR><BR><QXZ><U>CID NUMBER</U> = The CallerID Number as received from your carrier.</QXZ><BR><BR><QXZ><U>CID NAME</U> = The CallerID Name as received from your carrier.</QXZ><BR><BR><QXZ><U>CHANNEL</U> = The server channel ID of the call.</QXZ> |
| email_log_report | Email Log Report | <QXZ>This report gives a detailed log report of any emails handled by the dialer, including links to the full text of received emails. It will display the date the email was received, the address and name of the sender, a bit of the beginning of the emails text (with a link to the full text), and the status that the agent dispositioned the email as.</QXZ> |
| inbound_daily_report | Inbound Daily Report | <QXZ>This report will give a daily or hourly, weekly, monthly, and quarterly count on all calls received by the in-groups selected for the given date range.</QXZ><BR><QXZ><U>TOTAL CALLS OFFERED</U> = Total calls taken by the in-group.</QXZ><BR><QXZ><U>TOTAL CALLS ANSWERED</U> = Total calls answered by the in-group.</QXZ><BR><QXZ><U>TOTAL AGENTS ANSWERED</U> = Total number of distinct agents who fielded calls to this in-group.</QXZ><BR><QXZ><U>TOTAL CALLS ABANDONED</U> = Total calls ended in queue (term reason = "abandon").</QXZ><BR><QXZ><U>TOTAL ABANDON PERCENT</U> = Percentage of calls abandoned (<U>TOTAL CALLS ABANDONED</U> / <U>TOTAL CALLS OFFERED</U>).</QXZ><BR><QXZ><U>AVG ABANDON TIME</U> = Average amount of time a caller waited in queue before abandoning the call.</QXZ><BR><QXZ><U>AVG ANSWER SPEED</U> = Average amount of time a caller waited in queue before an agent answered.</QXZ><BR><QXZ><U>AVG TALK TIME</U> = Average amount of time an agent remained on the line with the caller before the call was hung up - does not include caller queue time.</QXZ><BR><QXZ><U>TOTAL TALK TIME</U> = Total amount of time agents remained on the line with callers before calls ended - does not include caller queue time.</QXZ><BR><QXZ><U>TOTAL WRAP TIME</U> = Total amount of time agents used to -wrap- the call - assumed to be 15 second per answered call.</QXZ><BR><QXZ><U>TOTAL CALL TIME</U> = Total talk time plus total wrap time.</QXZ> |
| IVRstats | Inbound IVR Report | <QXZ>This report shows a breakdown of IVR paths followed by callers on selected IVRs based on the date range.</QXZ><BR><QXZ><U>IVR CALLS</U> = Total calls taken by or made through the selected IVRs that follow the -CALL PATH-.</QXZ><BR><QXZ><U>QUEUE CALLS</U> = Total inbound calls taken by the selected IVRs that follow the -CALL PATH-.</QXZ><BR><QXZ><U>QUEUE DROP CALLS</U> = Total inbound calls taken by the selected IVRs that follow the -CALL PATH- that were dropped.</QXZ><BR><QXZ><U>QUEUE DROP PERCENT</U> = Percentage of dropped inbound calls taken by the selected IVRs (QUEUE DROP CALLS / QUEUE CALLS).</QXZ><BR><QXZ><U>IVR AVG TIME</U> = Average amount of time spent in-call, taken by dividing IVR CALLS by the total time spent in the selected IVRs.</QXZ><BR><QXZ><U>TOTAL AVG TIME</U> = Total call time spent in the selected IVRs.</QXZ><BR><QXZ><U>CALL PATH</U> = The specific call path followed on the IVR - report will display each distinct path followed by all the selected IVRs for the selected date range.</QXZ> |
| CMstats | Callmenu Survey Report | <QXZ>This report shows one of two report types. The first displays all responses to callmenu prompts on calls handled by a given agent, within a list of selected campaigns, for a given time frame. Each call is displayed in chronological order, and for each call, the prompts and responses given are displayed. Each prompt response is treated as its numerical value to create a point total for the call, and total points per prompt and call are given at the bottom of the report. The second report is a multiple agent report, which utilizes the dates given and campaigns selected (the value in the agent field is ignored). The resulting report gives a summary per agent of the prompts met and total value of the responses given. The results for this report are sorted in descending order based on the total points the agent accrued.</QXZ><BR><BR><QXZ><U>SINGLE AGENT REPORT</U> </QXZ><BR><QXZ><U>PHONE</U> = The customer's phone number on the call.</QXZ><BR><QXZ><U>START TIME</U> = The call time from the live_inbound_log table.</QXZ><BR><QXZ><U>TOTAL POINTS</U> = The sum of the numeric values given for all callmenu survey prompts reached on the call.</QXZ><BR><BR><QXZ><U>ALL AGENT REPORT</U> </QXZ><BR><QXZ><U>AGENT</U> = The name of the agent.</QXZ><BR><QXZ><U>TOTAL POINTS</U> = The sum of the numeric values given for all callmenu survey prompts for calls the agent handled within the report parameters.</QXZ> |
| LISTS_campaign_stats | Lists Campaign Statuses Report | <QXZ><U>LIST ID SUMMARY</U> = Shows each list in the campaign(s) selected by the user, the count of leads in each list, and whether the list is active or inactive.</QXZ><BR><QXZ><U>STATUS FLAGS SUMMARY</U> = Shows a breakdown of the status flags for all the selected lists in all the selected campaigns combined. Status flags are set in the -Statuses- section of a campaign or the -System Statuses-.</QXZ><BR><QXZ><U>CUSTOM STATUS CATEGORY STATS</U> = Shows a breakdown of the custom status categories for all the selected lists in all the selected campaigns combined. Categories can be defined under the -System Statuses- in the admin section.</QXZ><BR><QXZ><U>PER LIST DETAIL STATS</U> = Shows each list in the campaign(s) selected by the user, with a breakdown of each status flag (and percentage of each flag) and status within that list.</QXZ> |
| LISTS_pass_report | Lists Pass Report | <QXZ>This is a list inventory report, not a calling report. This report will show statistics for all of the lists in the selected campaigns</QXZ><BR><QXZ><U>FIRST LOAD DATE</U> = Date list first had leads loaded.</QXZ><BR><QXZ><U>LIST ID and NAME</U> = List ID number and name of list.</QXZ><BR><QXZ><U>CAMPAIGN</U> = Campaign that the list currently belongs to.</QXZ><BR><QXZ><U>LEAD COUNT</U> = Number of leads in the list.</QXZ><BR><QXZ><U>ACTIVE</U> = Whether or not the lead was active.</QXZ><BR><QXZ><U>CONTACTS 1st-5th,LIFE PASS</U> = Leads that were -human answered- (dispoed a status where HUMAN ANSWER is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>CNT RATE 1st-5th PASS</U> = Percentage of leads on the list that were -human answered- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>SALE 1st-5th,LIFE PASS</U> = Leads that were sold to (dispoed a status where SALE is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>CNV RATE 1st-5th PASS</U> = Percentage of leads on the list that were sold to on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>DNC 1st-5th,LIFE PASS</U> = Leads that were dispositioned -do not call- (dispoed a status where DNC is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>DNC RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -do not call- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>CUST CONTACT 1st-5th,LIFE PASS</U> = Leads that were -customer contacted- (dispoed a status where CUSTOMER CONTACT is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>CUCT RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -customer contacted- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>UNWORKABL 1st-5th,LIFE PASS</U> = Leads that were -unworkable- (dispoed a status where UNWORKABLE is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>UNWK RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -unworkable- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>SCHEDL CB 1st-5th,LIFE PASS</U> = Leads that were -scheduled callbacks- (dispoed a status where SCHEDULED CALLBACK is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>SHCB RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -scheduled callbacks- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>COMPLETED 1st-5th,LIFE PASS</U> = Leads that were -completed- (dispoed a status where COMPLETED is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ><BR><QXZ><U>COMP RATE 1st-5th,LIFE PASS</U> = Percentage of leads on the list that were -completed- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever.</QXZ> |
| LISTS_stats | Lists Statuses Report | <QXZ>This report gives a detailed breakdown of the contents of a list or lists.</QXZ><BR><QXZ><U>TOTAL LIST ID SUMMARY</U> = Shows each list selected by the user, the count of leads in the list, and whether the list is active or inactive.</QXZ><BR><QXZ><U>TOTAL STATUS FLAGS SUMMARY</U> = Shows a breakdown of the status flags for all the selected lists combined. Status flags are set in the -Statuses- section of a campaign or the -System Statuses-.</QXZ><BR><QXZ><U>LIST ID SUMMARY</U> = Each list selected in the report will be listed separately after the TOTALS summaries. The list summary gives specific information about each particular list.</QXZ><BR><QXZ><U>STATUS FLAGS BREAKDOWN</U> = Same as <U>TOTAL STATUS FLAGS SUMMARY</U>, but only for one list.</QXZ><BR><QXZ><U>STATUS BREAKDOWN</U> = A breakdown of each status in the individual list, along with the status description, number of leads, and percentage relative to the total leads in the list.</QXZ> |
| OUTBOUNDsummary_interval | Outbound Summary Interval Report | <QXZ>This report gives statistical information on selected campaigns, both as a summary of all selected campaigns and also by a selected interval for each individual campaign on outbound calling activity based on a date range and call time.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign being reported on.</QXZ><BR><QXZ><U>TOTAL CALLS</U> = The number of calls taken either by a campaign or during a time interval during a campaign, depending on the report.</QXZ><BR><QXZ><U>SYSTEM RELEASE CALLS</U> = The number of calls terminated by the dialer per campaign or during a time interval for a campaign, depending on the report.</QXZ><BR><QXZ><U>AGENT RELEASE CALLS</U> = The number of calls terminated by the agent per campaign or during a time interval for a campaign, depending on the report.</QXZ><BR><QXZ><U>SALE CALLS</U> = Total number of calls the user handled where the SALE status flag is set to Y, made either on a campaign or during a time interval during a campaign, depending on the report.</QXZ><BR><QXZ><U>DNC CALLS</U> = The number of DNC made either on a campaign or during a time interval during a campaign, depending on the report.</QXZ><BR><QXZ><U>NO ANSWER PERCENT</U> = The percentage of calls dispositioned as no answer against the TOTAL CALLS.</QXZ><BR><QXZ><U>DROP PERCENT</U> = The percentage of calls dispositioned as DROPs against the TOTAL CALLS.</QXZ><BR><QXZ><U>AGENT LOGIN TIME (H:M:S)</U> = The total pause, wait, talk, and dispo times logged by agents for the campaign/interval.</QXZ><BR><QXZ><U>AGENT PAUSE TIME (H:M:S)</U> = The total pause time logged by agents for the campaign/interval.</QXZ><BR><QXZ><U>INTERVAL</U> = The interval (in -HHii- format) being reported on under the campaign.</QXZ> |
| VDADstats | Outbound Calling Report | <QXZ>This report gives several reports on outbound calling for campaigns and lists for a specified date range</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>CALLS</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> = The description of the status.</QXZ><BR><QXZ><U>CATEGORY</U> = The category of the status.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls resulting the disposition.</QXZ><BR><QXZ><U>CALL TIME - TOTAL TIME</U> = The total time spent on calls resulting in the disposition.</QXZ><BR><QXZ><U>CALL TIME - AVG TIME</U> = The average amount of time spent on calls resulting in the disposition.</QXZ><BR><QXZ><U>CALL TIME - CALLS/HOUR</U> = The number of calls per hour where the call resulted in the disposition - this is relative to the total time of all dispositions, not just this one.</QXZ><BR><QXZ><U>AGENT TIME - CALLS/HOUR</U> = The number of calls per agent hour where the call resulted in the disposition, relative to the total time agents spent in call for all dispositions.</QXZ><BR><QXZ><B>LIST ID STATS</B></QXZ><BR><QXZ><U>LIST</U> = The list ID number - all lists meeting the selected criteria are displayed here.</QXZ><BR><QXZ><U>CALLS</U> = The number of outbound calls placed from the aforementioned list.</QXZ><BR><QXZ><B>AGENT PRESET DIALS</B></QXZ><BR><QXZ><U>PRESET NAME</U> = The preset name logged in the user_call_log table (where applicable) for the outbound calls meeting the selected criteria.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls logged with the aforementioned preset.</QXZ><BR><QXZ><B>CUSTOM STATUS CATEGORY STATS</B></QXZ><BR><QXZ><U>CATEGORY</U> = The category the custom status is currently assigned to.</QXZ><BR><QXZ><U>CALLS</U> = The number of calls logged with the aforementioned category.</QXZ><BR><QXZ><U>DESCRIPTION</U> = The description of the category.</QXZ><BR><QXZ><B>AGENT STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The user ID and agent involved on outbound calls meeting the selected criteria.</QXZ><BR><QXZ><U>CALLS</U> = The number of outbound calls handled by the aforementioned agent.</QXZ><BR><QXZ><U>TIME H:M:S</U> = The total amount of time the agent spent on the outbound calls.</QXZ><BR><QXZ><U>AVERAGE</U> = The average amount of time the agent spent on the outbound calls.</QXZ> |
| called_counts_multilist_report | Called Counts List IDs Report | <QXZ>This report will show a called count breakdown by status for a list or group of lists, optionally within a given date range. Lists may also be selected by campaign.</QXZ> |
| fcstats | Fronter - Closer Report | <QXZ>This report displays fronter and closer information on an in-group for the selected date - useful in local closer campaigns so you can see the activity on internal transfers.</QXZ><BR><QXZ><B>FRONTER STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The agent making the transfer (fronter).</QXZ><BR><QXZ><U>XFERS</U> = The number of transfers the agent made.</QXZ><BR><QXZ><U>SALE %</U> = Percentage of transfers the agent made that resulted in a sale.</QXZ><BR><QXZ><U>SALE</U> = Number of sales (statuses where sale status flag is set to Y in the -Statuses- section) made on the agents transfers.</QXZ><BR><QXZ><U>DROP</U> = Number of transfers that were dropped (did not make it to a live closer).</QXZ><BR><QXZ><U>OTHER</U> = Number of transfers that were not dropped, but also not sold by the closer.</QXZ><BR><QXZ><B>CLOSER STATS</B></QXZ><BR><QXZ><U>AGENT</U> = The agent receiving the transfer (closer).</QXZ><BR><QXZ><U>CALLS</U> = Total calls answered by the closer.</QXZ><BR><QXZ><U>SALE</U> = Number of sales (statuses where sale status flag is set to Y in the -Statuses- section) made on the transfers the closer fielded.</QXZ><BR><QXZ><U>DROP</U> = Number of calls the closer received that were dispoed as dropped.</QXZ><BR><QXZ><U>OTHER</U> = Calls the closer fielded that did not result in sales.</QXZ><BR><QXZ><U>CONV %</U> = Percentage of transfers the closer received that resulted in sales.</QXZ> |
| inbound_forecasting | Inbound forecasting | <QXZ>This report uses Erlang B formulas to generate call center stats based on inbound call activity for selected campaigns and/or ingroups across a specified date range. From these statistics and also by entering a desired drop call rate, this report can be used to calculate a recommend number of agents to have on the phones to reach the desired drop rate entered.</QXZ><BR><BR><QXZ><U>CALLING HOUR</U> = The hour interval being reported on.</QXZ><BR><QXZ><U>CALLS</U> = Number of calls showing activity in this hour interval. Unlike other reports, <u>this includes calls that start in the preceding hour, if the length of the call causes the call to end in the current hour</u>. Example: an inbound call to the system begins at 9:59am and lasts for three minutes, ending at 10:02am. This call will be counted in both intervals.</QXZ><BR><QXZ><U>TOTAL TIME</U> = The total amount of time calls were active within this call interval. This includes time in queue waiting for an agent, and as stated for the CALLS section above, calls starting in one hour and ending in the other will have the time spent in each interval counted in both. In the above example, 1 minute will be attributed to the 9am hour and 2 minutes to the 10am hour.</QXZ><BR><QXZ><U>AVERAGE TIME</U> = The average call length for the interval, taken by dividing the total time of call activity within this interval divided by the number of calls active within this interval.</QXZ><BR><QXZ><U>DROPPED HOURS</U> = The total amount of time taken by calls that were dropped with time active within this call interval.</QXZ><BR><QXZ><U>BLOCKING</U> = The drop rate, expressed as a decimal in TEXT or a percent in graph form, of an hourly interval. This is taken by dividing the number dropped calls active in the hour by the number of calls active in the hour.</QXZ><BR><QXZ><U>ERLANGS</U> = Number of Erlangs for the hour. Erlangs are calculated by taking the number of calls received in an interval, multiplied by the average duration of a call expressed as a decimal value relative to the interval. For example, if 100 calls came in during an hour, and the average call length is 6 minutes, the Erlang value is 100 calls/hour * .1 hour (6 minutes is 1/10th of an hour), or 10.</QXZ><BR><QXZ><U>GOS</U> = 'Grade of Service'. This is the probability that a call is dropped, which is given by the equation</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>∑</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR><BR><QXZ>where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>REC AGENTS</U> = The recommended number of agents needed to meet the desired drop rate or the desired queue probability. For the Erlang B report it uses the formula</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>∑</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR> <BR><QXZ>where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed. For the Erlang C report, the equation used is:</QXZ><BR><BR> P<sub><small>queued</small></sub> = (E<sup>M</sup>/M!)<big>/</big>[E<sup>M</sup>/M! + (1 - E/M)<big>∑</big><sup>M-1</sup><sub style='margin-left:-23px;'>n=0</sub> E<sup>n</sup>/n!]<BR><BR><QXZ>where P<sub><small>queued</small></sub> is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>EST AGENTS</U> = The estimated number of agents based on the current drop rate and Erlangs, as entered by the user, for the hours being reported on. This is reached by using the Erlang B formula, which is</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>∑</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR><BR><QXZ>where -GoS- is the current drop rate, -E- is the Erlang value, and -M- is the number of lines/agents</QXZ><BR><QXZ><U>CALLS/AGENT</U> = The average number of calls each agent received for the time interval, gotten by dividing the number of calls by the number of agents (estimated, if an -actual agent- value is not given)</QXZ> |
| erlang_report | Erlang report | <QXZ>This report uses Erlang B and C formulas to generate call center stats based on call activity for selected campaigns and/or ingroups across a specified date range. From these statistics and also by entering a desired drop call rate, this report can be used to calculate a recommend number of agents to have on the phones to reach the desired drop rate entered, and depending on whether the report type being run is -B- or -C-, it will display statistics pertaining to call loss (drop) probability, or wait time probability.</QXZ><BR><BR><B><QXZ>COST ANALYSIS STATS</QXZ></B><BR><QXZ>This is an entirely optional set of data that can be entered to calculate the monetary performance of campaigns/call centers.</QXZ><BR><QXZ><U>Actual agents</U> = If you know the actual number of agents and wish to use this in the report caluclations, enter a non-zero value here. If you leave this blank the report will use the number of agents it estimates is in the dialer to make its reports.</QXZ><BR><QXZ><U>Hourly pay per agent</U> = Hourly wages an average employee makes.</QXZ><BR><QXZ><U>Revenue per sale</U> = How much money each sale made in the selected campaigns/ingroups is worth.</QXZ><BR><QXZ><U>Chance of sale</U> = The estimated percentage of calls that result in a sale (the actual percentage is provided after the report is run).</QXZ><BR><QXZ><U>Retry rate</U> = The percentage of callers that attempt to retry after their call is dropped.</QXZ><BR><BR><QXZ><U>CALLING HOUR</U> = The hour interval being reported on.</QXZ><BR><QXZ><U>CALLS</U> = Number of calls showing activity in this hour interval. Unlike other reports, <u>this includes calls that start in the preceding hour, if the length of the call causes the call to end in the current hour</u>. Example: an inbound call to the system begins at 9:59am and lasts for three minutes, ending at 10:02am. This call will be counted in both intervals.</QXZ><BR><QXZ><U>TOTAL TIME</U> = The total amount of time calls were active within this call interval. This includes time in queue waiting for an agent, and as stated for the CALLS section above, calls starting in one hour and ending in the other will have the time spent in each interval counted in both. In the above example, 1 minute will be attributed to the 9am hour and 2 minutes to the 10am hour.</QXZ><BR><QXZ><U>AVERAGE TIME</U> = The average call length for the interval, taken by dividing the total time of call activity within this interval divided by the number of calls active within this interval.</QXZ><BR><QXZ><U>DROPPED HOURS</U> = The total amount of time taken by calls that were dropped with time active within this call interval.</QXZ><BR><QXZ><U>BLOCKING</U> = The drop rate, expressed as a decimal in TEXT or a percent in graph form, of an hourly interval. This is taken by dividing the number dropped calls active in the hour by the number of calls active in the hour.</QXZ><BR><QXZ><U>ERLANGS</U> = Number of Erlangs for the hour. Erlangs are calculated by taking the number of calls received in an interval, multiplied by the average duration of a call expressed as a decimal value relative to the interval. For example, if 100 calls came in during an hour, and the average call length is 6 minutes, the Erlang value is 100 calls/hour * .1 hour (6 minutes is 1/10th of an hour), or 10.</QXZ><BR><QXZ><U>GOS</U> = 'Grade of Service'. A -B- report value - this is the probability that a call is dropped, which is given by the equation</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>∑</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR><BR><QXZ>where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>QUEUE PROB</U> = A -C- report value - the probability that a call is queued, which is given by the equation</QXZ><BR><BR> P<sub><small>queued</small></sub> = (E<sup>M</sup>/M!)<big>/</big>[E<sup>M</sup>/M! + (1 - E/M)<big>∑</big><sup>M-1</sup><sub style='margin-left:-23px;'>n=0</sub> E<sup>n</sup>/n!]<BR><BR><QXZ>where P<sub><small>queued</small></sub> is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>AVERAGE ANSWER</U> = A -C- report value - the average speed of answer, or average call waiting time. This is given by the equation</QXZ><BR><BR> ASA = (T*P<sub><small>queued</small></sub>)/(M-E)<BR><BR><QXZ>-ASA- is the average speed of answer, -T- is the average duration of the call, P<sub><small>queued</small></sub> is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed. Both this and the P<sub><small>queued</small></sub> formulas above are only valid if -M- is greater than -E-, that is, the number of trunks in a system is greater than the number of Erlangs.</QXZ><BR><QXZ><U>REC AGENTS</U> = The recommended number of agents needed to meet either the desired drop rate or the desired queue probability. These values are entered by the user and depending on whether the report being run is type -B- or type -C- the report will base their estimate on one of those values. For the Erlang B report it uses the formula</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>∑</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR> <BR><QXZ>where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed. For the Erlang C report, the equation used is:</QXZ><BR><BR> P<sub><small>queued</small></sub> = (E<sup>M</sup>/M!)<big>/</big>[E<sup>M</sup>/M! + (1 - E/M)<big>∑</big><sup>M-1</sup><sub style='margin-left:-23px;'>n=0</sub> E<sup>n</sup>/n!]<BR><BR><QXZ>where P<sub><small>queued</small></sub> is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed</QXZ><BR><QXZ><U>EST AGENTS</U> = The estimated number of agents based on the current drop rate and Erlangs, as entered by the user, for the hours being reported on. This is reached by using the Erlang B formula, for both the B and C report. Since Vicidial does not log what calls were queued in outbound dialing, the -C- report instead uses the drop rate of outbound calls to estimate agents. The formula is</QXZ><BR><BR> GoS = (E<sup>M</sup>/M!)<big>/</big>(<big>∑</big><sup>M</sup><sub style='margin-left:-10px;'>n=0</sub> E<sup>n</sup>/n!)<BR><BR><QXZ>where -GoS- is the current drop rate, -E- is the Erlang value, and -M- is the number of lines/agents</QXZ><BR><QXZ><U>CALLS/AGENT</U> = The average number of calls each agent received for the time interval, gotten by dividing the number of calls by the number of agents (estimated, if an -actual agent- value is not given)</QXZ><BR><QXZ><U>REV/CALL</U> = Average revenue per call, taken by multiplying the revenue per sale by the number of sales, then dividing by the number of calls</QXZ><BR><QXZ><U>REV/AGENT</U> = Average revenue generated per agent, based on the total revenue (sales * revenue per sale) divided by the number of agents (estimated, if an -actual agent- value is not given)</QXZ><BR><QXZ><U>TOTAL REV</U> = Total revenue, gotten by multiplying the number of sales by the revenue per sale</QXZ><BR><QXZ><U>TOTAL COST</U> = Total cost, gotten by multiplying the agent rate by the number of agents (estimated, if an -actual agent- value is not given)</QXZ><BR><QXZ><U>MARGIN</U> = The difference between the total revenue and the total cost</QXZ> |
| rt_monitor_log_report | Real-time monitoring log report | <QXZ>This report enables level 9 users, users with Admin Utilities privileges, to search the logs of Vicidial managers who utilized the monitoring capabilities of the real-time report. Searches can be done for date ranges, campaigns, managers, and agents being monitored, and the results can be sorted by any of the following data returned by the report.</QXZ><BR><BR><QXZ><U>START TIME</U> = The time the manager started monitoring an agent</QXZ><BR><QXZ><U>MANAGER</U> = The manager who initiated the monitoring session</QXZ><BR><QXZ><U>MANAGER SERVER</U> = The IP address of the server the manager was monitoring from</QXZ><BR><QXZ><U>MANAGER PHONE</U> = The phone login the manager used to monitor the agent</QXZ><BR><QXZ><U>MANAGER IP</U> = The IP address of the computer the manager was monitoring from</QXZ><BR><QXZ><U>AGENT MONITORED</U> = The agent ID and name of the agent being monitored</QXZ><BR><QXZ><U>AGENT SERVER</U> = The IP address of the server the agent phone was operating from</QXZ><BR><QXZ><U>AGENT STATUS</U> = The dialer status of the agent at the time the monitoring session was initiated</QXZ><BR><QXZ><U>AGENT SESSION</U> = The session ID of the agent at the time the monitoring session was initiated</QXZ><BR><QXZ><U>LEAD ID</U> = The lead ID the agent was speaking to at the time the monitoring session was initiated. If the agent was not in a call at the time the manager started monitoring them, this value will be -0-</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign ID the agent being monitored was placing calls from at the time they started being monitored</QXZ><BR><QXZ><U>END TIME</U> = The time the manager stopped monitoring the agent, ending the monitoring session</QXZ><BR><QXZ><U>LENGTH</U> = The total length in seconds of the monitoring session</QXZ><BR><QXZ><U>TYPE</U> = The type of monitoring session that the manager was running</QXZ> |
| rt_whiteboard_report | Real-Time Whiteboard report | <QXZ>This report allows the user to display reports in a large graph form with associated statistics printed with the report, and the report will be refreshed at a set interval. This is useful for overhead projections where the user needs to display a set of data in a comprehensive, easy-to-read format. Also, when the user selects a report to display, any report option relevant to that report will be highlighted in red: campaigns, status flags, etc....</QXZ> |
| rt_whiteboard_report-report_type | Report Type | <QXZ>The type of report to display.</QXZ><UL><LI>Disposition Totals - A breakdown of disposition totals of calls made.</QXZ><BR><QXZ><LI>Agent Performance Totals - Shows total calls and sales for agents within a specified date-time range.</QXZ><BR><QXZ><LI>Agent Performance Rates - Shows conversion rates for agents within a specified date-time range.</QXZ><BR><QXZ><LI>Team Performance Totals - Shows total calls and sales for teams/user groups within a specified date-time range.</QXZ><BR><QXZ><LI>Team Performance Rates - Shows converstion rates for teams/user groups within a specified date-time range.</QXZ><BR><QXZ><LI>Floor Performance Totals (ticker) - Shows cumulative total of sales in a -ticker- format-line graph, with an option to draw a target gross sales.</QXZ><BR><QXZ><LI>Floor Performance Rates (ticker) - Shows time-elapsed conversion in a -ticker- format-line graph, with an option to draw a target conversion rate.</QXZ><BR><QXZ><LI>Ingroup Performance Total - Shows total calls and sales for selected ingroups within a specified date-time range.</QXZ><BR><QXZ><LI>Ingroup Performance Rates - Shows conversion rates for selected ingroups within a specified date-time range.</QXZ><BR><QXZ><LI>DID Performance Total - Shows total calls and sales for selected DIDs within a specified date-time range.</QXZ><BR><QXZ><LI>DID Performance Rates - Shows conversion rates for selected DIDs within a specified date-time range.</QXZ><BR></UL> |
| rt_whiteboard_report-parameters | User Groups,In-groups,Campaigns,Users,DIDs,Status flags | <QXZ>Parameters that may or may not be required based on the type of report run. Available options are dependent on the user permissions. Additionally, selecting specific campaigns combined with selecting -ALL- for ingroups will restrict the -ALL- selection to only ingroups for the selected campaigns. Specific campaign selection will also limit the statuses counted if any status flags are selected.</QXZ> |
| rt_whiteboard_report-target_per_unit | Target per unit | <QXZ>The target number of sales per -unit-, which refers to users,user groups,ingroups,DIDs,etc depending on the report type selected, displayed as a horizontal line. | unit-, which refers to users,user groups,ingroups,DIDs,etc depending on the report type selected, displayed as a horizontal line.</QXZ> |
| rt_whiteboard_report-target_gross_sales | Target gross sales | <QXZ>The target number of total sales for ticker reports, displayed as a horizontal line.</QXZ> |
| rt_whiteboard_report-start_date | Start date/time | <QXZ>If filled out, the starting date and time that the report will use up through the current date and time when compiling the report.</QXZ> |
| rt_whiteboard_report-show_results | Show results for the past X hours | <QXZ>If filled out and the start date-time is NOT filled out, the selected report will compile data starting at the time X hours ago up through the current time, which makes it a dynamic starting time as opposed to the set date-time used in the previous parameter.</QXZ> |
| timeclockstatusreport | Timeclock Status Report | <QXZ>Shows timeclock status of users belonging to a selected user group.</QXZ> |
| user_group_hourly_detail | User Group Hourly Report | <QXZ>Gives hourly count of distinct agents per user group, with totals. For single days only.</QXZ> |
| usertimeclockreport | User Timeclock Report | <QXZ>Gives the total hours agents logged in the dialer timeclock, with totals. Can be filtered by user group/user/date range and sorted.</QXZ> |
| api_log_report | API Log report | <QXZ>This report shows all records in the API logging table that meet the report criteria. Reports can be run by date range that the API was accessed, the user, agent user, the API function called, and the API result. The report can also be run to include the actual URL of the API that was called and the IP address the request came from.</QXZ><BR><BR><QXZ>Additionally, if this extended version of the report is run, the variables used in the API call can be listed separately if the user creates a system container in the System Containers settings by the name of API_LOG_URL_COLUMNS <B>(name must be exact)</B>. In this container, variable names are listed individually per line, and each listed variable is given it's own column in the detailed URL report.</QXZ> |
| sip_event_report | SIP Event Report | <QXZ>This report is only useful if you have enabled SIP Event Logging on your system(see the SIP Event Logging description in the Campaigns section in this manual for more information). This report will allow you to sort the SIP-messages for calls by several criteria. This report was used during the development of the campaign SIP Actions feature to help determine what calls were False Answer Supervision, by sorting the Ring-Time UP and DOWN.</QXZ> |
| quality_control_report | Quality Control Report | <QXZ>This report shows quality control call activity within user-selected parameters. If displayed as HTML, it will output each individual call with a header row that shows things like the call date, agent, campaign, call status, QC scorecard and QC result. Underneath that, each checkpoint in the scorecard applied to call will be displayed as individual rows with scores and comments per checkpoint. The report can also be downloaded as a CSV where each call will be a row in the resulting file with the checkpoint data appended toe ach row.</QXZ><BR><BR><QXZ><U>CALL DATE</U> = The date range in which the call was originally made.</QXZ><BR><QXZ><U>FINISH DATE</U> = The date the QC agent who evaluated the call marked it as finished. This will automatically filter out unfinished calls if this is used, regardless of what QC statuses (see below) are selected.</QXZ><BR><QXZ><U>CAMPAIGNS</U> = The campaign the original call was made under.</QXZ><BR><QXZ><U>QC STATUS</U> = The current status of the call in the quality control system - this is NOT the call status from dialing.</QXZ><BR><QXZ><U>USERS</U> = The agent(s) who placed the original calls.</QXZ><BR><QXZ><U>QC AGENTS</U> = The agents who evaluated the call in the quality control system.</QXZ><BR><QXZ><U>SHOW %s</U> = If this box is checked, the scores given by the QC agents will be displayed as percentages instead of points.</QXZ><BR><QXZ><U>SEARCH ARCHIVED DATA</U> = If this is checked, the archived quality control log tables will be searched if they exist.</QXZ> |
| nanpa-running | Currently running NANPA scrubs | <QXZ>Displays a log of the currently running scrubs, including: Start Time, Leads Count, Filter Count, Status Line, Time to Complete, Field Updated, and Field excluded</QXZ> |
| nanpa-settings | Inactive Lists | <QXZ>Contains all the inactive lists, that are eligible to be scrubbed. A list can only be scrubbed if Active is set to N on the list.</QXZ><BR><B><QXZ>Field to Update</QXZ> -</B><QXZ>Indicates which lead field will contain the scrub result -Cellphone, Landline, or Invalid-. If NONE is selected it will use the default field Country_Code.</QXZ><BR><B><QXZ>Exclusion Field</QXZ> -</B><QXZ>In conjunction with Exclusion Value allows administrators to indicate leads that are not to be scanned. This field indicates which list field contains the scrub result.</QXZ><BR><B><QXZ>Exclusion Value</QXZ> -</B><QXZ>In conjunction with Exclusion Field allows administrators to indicate leads that are not to be scanned. This field indicates which scrub result -either Cellphone, Landline, or Invalid- should be ignored.</QXZ><BR><B><QXZ>List Conversions</QXZ> -</B><QXZ>Administrators can indicate a list ID in any of the fields -Cellphone, Landline, or Invalid- and the scrub will move all the corresponding stamped leads to that list.</QXZ><BR><B><QXZ>Time until Activation</QXZ> -</B><QXZ>allows The administrator to set how long, in the future, the scrub will occur.</QXZ> |
| nanpa-log | View Past Scrubs | <QXZ>-link at the bottom- Click to see a log of all previous scrubs, including: Start Time, Leads Count, Filter Count, Status Line, Time to Complete, Field updated, Field Excluded, and total leads in each category.</QXZ> |
| cb-bulk | Callbacks Bulk Move | <QXZ>This page is used to move callbacks meeting a set of selected criteria to a new list and or a new lead status. It can also purge called records from the callbacks table.</QXZ> |
| rt_whiteboard_report-target_rate_sales | Target rate sales | <QXZ>The target percentage of total sales vs total calls for ticker reports, displayed as a horizontal line.</QXZ> |
| cb-bulk-campaigns | Campaigns with callbacks | <QXZ>The current list of all campaigns having at least one callback - select one or more to move callbacks from these campaigns in bulk to new lists and or assign new statuses. This will combine with other selected criteria to make a final list of callbacks to move.</QXZ> |
| cb-bulk-lists | Lists with callbacks | <QXZ>All list IDs having at least one callback - select one or more to move callbacks from these lists in bulk to new lists and or assign new statuses. This will combine with other selected criteria to make a final list of callbacks to move.</QXZ> |
| cb-bulk-usergroups | User groups with callbacks | <QXZ>The current list of all user groups having at least one callback - select one or more to move callbacks from these user groups to new lists and or assign new statuses. This will combine with other selected criteria to make a final list of callbacks to move.</QXZ> |
| cb-bulk-agents | Agents with callbacks | <QXZ>The current list of all agents having at least one callback - select one or more to move callbacks from these agents to new lists and or assign new statuses. This will combine with other selected criteria to make a final list of callbacks to move.</QXZ> |
| cb-bulk-purge | Purge called records | <QXZ>If this box is checked, before the leads meeting the selected criteria are moved, the callbacks table will purge itself of all inactive records in the table. This includes records that have a status of INACTIVE, OR any record still in the callback table that is LIVE but whose status in the vicidial_list table is NOT listed as a callback, i.e. it has been called, lead has called in, lead dispo has been modified. The page will notify you how many leads will be purged before you confirm that you would like to proceed.</QXZ><BR><B><QXZ>Purge uncalled records</QXZ> - </B><QXZ>If this box is checked, before the leads meeting the selected criteria are moved, the callbacks table will purge itself of all uncalled records in the table. This includes records that have a status of ACTIVE, OR any record still in the callback table that is LIVE but whose status in the vicidial_list table is still listed as a callback, i.e. it has not been called, has not called in, and has not had the lead dispo modified. The page will notify you how many leads will be purged before you confirm that you would like to proceed.</QXZ> |
| cb-bulk-liveanduncalled | Live and uncalled for over XX days | <QXZ>Selecting a date range from this drop down menu will filter out any callback where the scheduled callback time is past the selected number of days from the current date and time. This will combine with other selected criteria to make a final list of callbacks to move.</QXZ> |
| cb-bulk-newlist | Transfer to List ID | <QXZ>The list ID to which all callbacks will be moved. The move will occur on the records in vicidial_list table - the matching records in vicidial_callbacks will be removed.</QXZ> |
| cb-bulk-newstatus | New Status | <QXZ>The new vicidial_list status the selected callbacks will be updated to. This affects the vicidial_list table ONLY.</QXZ> |
| cb-export | Callbacks export | <QXZ>This page is used to view and download a list of all scheduled callbacks based on the campaigns selected and the dates the callbacks are scheduled to be contacted.</QXZ> |
| cb-export-cb-dates | Scheduled callback dates | <QXZ>The date the leads are scheduled to be called back.</QXZ> |
| alt_multi_urls | Alternate Multi URLs | <QXZ>This page allows you to define Alternate URLs with conditions in place of the simple URL option for Dispo, Start, Add Lead or No Agent URLs. The RANK field will define the order in which the URLs are requested, this is important because if you have a URL that may take a few seconds to run ranked as 1, that will mean that any URLs ranked after it will have to wait to be run until that first URL request receives a response. The ACTIVE field will determine whether the specific URL is run. The STATUSES field only works for the Dispo URLs and will determine which disposition statuses will trigger the URL being run, if you want to run the entry for all statuses just fill in ---ALL--- in this field, if you want only a few statuses, separate them by spaces. If populated, the LISTS field will limit the calls that the URL is run from to only the list IDs listed in this field. To have it run for all lists, leave the field blank, if you want only a few lists, separate them by spaces. The MIN LENGTH field will limit the calls that the URL is run for to only calls that are this minimum length in seconds and higher, default is 0. The min length option does not work for No Agent Call URLs. The URL field works the same as it would in the URL option in campaigns, in-groups and lists, and it is also limited to 2000 characters in length. If you want to delete a URL, it must first be set to not active, then you can click on the DELETE link below the SUBMIT button for that URL entry.</QXZ> |
| amm_multi | AM Message Wildcards | <QXZ>This page allows you to define Am Message Wildcards that will check lead data from the defined lead fields for matches in the defined order specified on this page. For example, if you add a wildcard with the word -vacation- tied to the vendor_lead_code field, and the lead being played a message has -vacation- in that field, then it will hear the message defined in that AM Message Wildcard record. If you want to delete a wildcard, it must first be set to not active, then you can click on the DELETE link below the SUBMIT button for that wildcard entry</QXZ> |