help_documentation
Σύνολο εγγραφών στον πίνακα: 1581
| help_id | help_title | help_text |
|---|---|---|
| rt_state_report | Real-Time State report | <QXZ>This report compiles statistical information by state or province and displays it graphically on a map of the US, with a subsection for Canadian provinces as well. States and provinces get shaded a color representative of their performance for the type of report selected, meaning the better a state performs the darker it will be shaded on the map. States with no report results will remain in a shade of gray. A comprehensive report is always provided for the entire database, but statistics for individual states and provinces can be brought up simply by clicking on the state on the map (or in the case of small states and Canadian provinces, clicking on the box containing their respective abbreviation). The report is automatically reloaded after a selected interval to reflect the current performance within the selected time frame. It can display a simple inventory breakdown, call volume, contact volume, sales volume, contact rate relative to call volume, and sales rate relative to contact volume. Data can be filtered by campaign, user group, user, in-groups, DIDs, and status types. Additionally, the report can compile data based on either a starting point in time, or a window of time in hours relative to the current time. The report handles both inbound and outbound calls.</QXZ> |
| rt_state_report-parameters | Campaigns,Status Flags,User Groups,Users,In-Groups,DIDs | <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_state_report-report_date | Report date/time | <QXZ>The date and time to report on through to the current date and time when generating statistics. This will be overriden if the "show results for the past XX hours" parameter is used</QXZ> |
| rt_state_report-report_type | Report Type | <QXZ>The type of state/province breakdown report to display.</QXZ><UL><QXZ><LI>Current state counts - covers all the leads in the database</QXZ><BR><QXZ><LI>Call Volume - covers the number of calls made or received in the database</QXZ><BR><QXZ><LI>Contact Volume - covers the number of calls dispositioned as customer contacts made or received in the database.</QXZ><BR><QXZ><LI>Sale Volume - covers the number of calls dispositioned as sales made or received in the database</QXZ><BR><QXZ><LI>Contact Rate - calculates contact rate percentages for leads dispositioned as customer contacts against calls made/received</QXZ><BR><QXZ><LI>Sale Rate - calculates sale rate percentages for leads dispositioned as sales against calls made/received that were dispositioned as customer contacts</QXZ><BR></UL> |
| rt_state_report-show_results | Show results for the past XX hours | <QXZ>The number of hours to go back to, relative to the current time, when querying the database for log records to generate the call statistics with. For example, entering "8" in this field means the report will only show statistics for calls handled in the last eight hours.</QXZ> |
| rt_state_report-target_rate | Target rate | <QXZ>If this parameter is used and the report type selected is one of the two "rate" reports, any state meeting or exceeding the target volume is automatically shaded the darkest color to signify it has met the target.</QXZ> |
| rt_state_report-target_volume | Target volume | <QXZ>If this parameter is used and the report type selected is one of the three "volume" reports, any state meeting or exceeding the target volume is automatically shaded the darkest color to signify it has met the target.</QXZ> |
| scheduled_callbacks_auto_reschedule | Scheduled Callbacks Auto Reschedule | <QXZ>This feature only affects ANYONE scheduled callbacks. If DAY_1 is used, it will automatically reschedule lead lead to be called back on the next calling day at thee same time they were called if the resulting disposition of the call was not a Human Answer -Y- status. The next calling day is determined by the Call Time that is set for the campaign. In the case of DAY_1, if tomorrow is not an allowed calling day, the system will look at the next day and then the next day until it finds the next allowable calling day to set the ANYONE scheduled callback for. There are up to 6 DAY options, then there are up to 3 WEEK options, then there are up to 6 MONTH options. Default is DISABLED.</QXZ> |
| scheduled_callbacks_timezones_container | Scheduled Callbacks Local Timezones | <QXZ>If set to something other than ---DISABLED---, the selected TIMEZONE_LIST type of Settings Container will be used to display a list of time zones in the Scheduled Callback panel of the agent screen that would be used to set the scheduled callback by one of those local times. A TIMEZONE_LIST type of Settings Container would need to be created that will contain one timezone per line with each line containing the 3-letter Country Code, the TimeZone Code, a Y or N for whether Daylight Saving Time is observed in that zone, and a short description of the time zone as you want it to appear to the agents. For example, for the Eastern United States time zone, you could put -USA,EST,Y,Eastern Time Zone-, without the dashes. To see a list of the available time zone combinations on your system, go to the Admin, System Settings page and click on the -Phone Codes- link on that page. Default is DISABLED, and the scheduled callbacks screen will use the agent server time to set callbacks.</QXZ> |
| user_stats-date_field | Date Fields | <QXZ>These fields are where you define the date range you want to see User Stats for. Default is today.</QXZ> |
| user_stats-call_status | Call Status | <QXZ>If you only want to see call logs on this page with a specific status, enter it here. Default is -blank- for disabled.</QXZ> |
| user_stats-search_archived_data | Search Archived Data | <QXZ>If your system has log archiving enabled, and you want to search within the archives for User log data, select this checkbox. Default is unchecked.</QXZ> |
| user_stats-agent_pause_logs | Agent Pause Logs | <QXZ>This report will show you the agent pauses with pause codes and pause time durations for the selected date range.</QXZ> |
| user_stats-agent_parked_call_logs | Agent Parked Call Logs | <QXZ>This report will show you the call details and durations for calls that this agent has parked on hold for the selected date range.</QXZ> |
| user_stats-agent_talk_time_and_status | Agent Talk Time and Status | <QXZ>This section will show you all of the total number of calls and call durations by status of inbound and outbound calls handled by this agent during the selected time range. This data is based upon call log data, not agent activity log data, which is separate and may not show the same call durations.</QXZ> |
| user_stats-agent_login_and_logout_time | Agent Login and Logout Time | <QXZ>This section will show you the Agent Screen Login and Logout events for this agent for the selected time range.</QXZ><BR><QXZ><U>EVENT</U> = Either a LOGIN or LOGOUT event, the agent logging into or out of the Agent Screen.</QXZ><BR><QXZ><U>DATE</U> = The date-time-stamp of the event.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logging into or out of.</QXZ><BR><QXZ><U>GROUP</U> = The User Group of the agent at the time they logged in or out.</QXZ><BR><QXZ><U>SESSION</U> = The Session ID when the agent first logged in to that session.</QXZ><BR><QXZ><U>HOURS</U> = The time duration, in hours:minutes:seconds, of the agent session.</QXZ><BR><QXZ><U>SERVER</U> = The IP Address of the server that the agent logged into. For some LOGOUT events, this area may show that a manager force-logged-out the agent, with the user ID of the manager that forced the logout of the agent session.</QXZ><BR><QXZ><U>PHONE</U> = The phone account that the agent logged in with.</QXZ><BR><QXZ><U>COMPUTER</U> = The IP Address that the agent logged in from. If the server or agent are behind a seperated network, this IP Address may be for a network gateway device instead of the actual computer.</QXZ><BR><QXZ><U>PHONE LOGIN</U> = The Phone Login used when the agent logged into the agent screen. This may be different from the PHONE if Phone Aliases are in use on the system.</QXZ><BR><QXZ><U>PHONE IP</U> = If enabled on your system, this can show the IP address of the phone device that the agent connected to their session through.</QXZ> |
| user_stats-agent_webserver_url_logins | Agent Webserver and URL Logins | <QXZ>This section will show what web servers and URLs the agent was using at the time they logged in for the selected time range.</QXZ><BR><QXZ><U>DATE</U> = The date-time-stamp of the event.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logging into or out of.</QXZ><BR><QXZ><U>GROUP</U> = The User Group of the agent at the time they logged in or out.</QXZ><BR><QXZ><U>DIALER SERVER</U> = The IP Address of the dialer (not web) server that the agent logged into.</QXZ><BR><QXZ><U>WEB SERVER</U> = The webserver/hostname gathered from the agent interface at the time the agent logged in.</QXZ><BR><QXZ><U>LOGIN URL</U> = The full URL of the agent interface where the agent logged in.</QXZ> |
| user_stats-timeclock_login_and_logout_time | Timeclock Login and Logout Time | <QXZ>This section will show the timeclock punch log for this User for the selected time range.</QXZ><BR><QXZ><U>ID EDIT</U> = This is the unique Timeclock punch ID number. If you are a manager with the ability to edit timeclock records then you can click on this ID number to see the record and modify the punch times and add comments to the punch record. If a punch record has been edited by a amanger or is a system forced logout, you will see a star next to the ID here.</QXZ><BR><QXZ><U>EVENT</U> = Either a LOGIN or LOGOUT event, the agent logging into or out of the Timeclock.</QXZ><BR><QXZ><U>DATE</U> = The date-time-stamp of the event.</QXZ><BR><QXZ><U>IP ADDRESS</U> = The IP Address that the agent logged in from. If the server or agent are behind a seperated network, this IP Address may be for a network gateway device instead of the actual computer.</QXZ><BR><QXZ><U>GROUP</U> = The User Group of the agent at the time they punched in or out of the timeclock.</QXZ><BR><QXZ><U>HOURS</U> = The time duration, in hours:minutes:seconds, of the timeclock session.</QXZ> |
| user_stats-closer_ingroup_selection_logs | Closer In-Group Selection Logs | <QXZ>This section will show the In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from after they log into the agent screen.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the specific agent selection action was completed.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logging into.</QXZ><BR><QXZ><U>BLEND</U> = Whether the agent was set to also take outbound calls during this sesstion, 1 = Yes, 2 = No.</QXZ><BR><QXZ><U>GROUPS</U> = The list of In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from starting at this selection record time.</QXZ><BR><QXZ><U>MANAGER</U> = If a manager has used the Real-Time Report to modify the agent selected in-groups, the user ID of the manager will appear in this column.</QXZ> |
| user_stats-outbound_calls | Outbound Calls for this Time Period | <QXZ>This section will show the manual dial and auto-dial outbound calls handled by this agent during the selected time period, most recent call first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the outbound call was initiated in the system.</QXZ><BR><QXZ><U>LENGTH</U> = The length of the outbound call in seconds.</QXZ><BR><QXZ><U>STATUS</U> = The status assigned to the call by the agent after the call was hung up.</QXZ><BR><QXZ><U>PHONE</U> = The phone number the call was placed to.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when the outbound call was placed.</QXZ><BR><QXZ><U>GROUP</U> = The User Group that the agent was a member of at the time the call was placed.</QXZ><BR><QXZ><U>LIST</U> = The List ID of the lead that was called at the time the call was placed.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>HANGUP REASON</U> = The reason the call was hung up, if the AGENT or CALLER hung up the call first.</QXZ> |
| user_stats-outbound_emails | Outbound Emails for this Time Period | <QXZ>This section will show the outbound emails sent through the Agent Screen in response to inbound emails that the agent has handled during the selected time period, most recent email first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the outbound email was sent.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when the outbound call was placed.</QXZ><BR><QXZ><U>EMAIL TO</U> = The email address that the email was sent to.</QXZ><BR><QXZ><U>ATTACHMENTS</U> = A list of any attachments that the agent included in their reply email.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was emailed. You can click on this link to see more details about this lead, including past emails and the ability to modify lead information.</QXZ><BR><QXZ><U>MESSAGE</U> = The beginning of the message of the email that was sent.</QXZ> |
| user_stats-inbound_calls | Inbound Closer Calls for this Time Period | <QXZ>This section will show the inbound and closer-transferred calls handled by this agent during the selected time period, most recent call first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the inbound call was received in the In-Group.</QXZ><BR><QXZ><U>LENGTH</U> = The length of the inbound call in seconds.</QXZ><BR><QXZ><U>STATUS</U> = The status assigned to the call by the agent after the call was hung up.</QXZ><BR><QXZ><U>PHONE</U> = The phone number the call was received from.</QXZ><BR><QXZ><U>IN-GROUP</U> = The In-Group the call was received into.</QXZ><BR><QXZ><U>WAIT</U> = The amount of time in seconds the customer had to wait before being sent to the agent.</QXZ><BR><QXZ><U>AGENT</U> = The amount of time in seconds the customer was on the phone with the agent.</QXZ><BR><QXZ><U>LIST</U> = The List ID of the lead that called in at the time of the call.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that called in. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>HANGUP REASON</U> = The reason the call was hung up, if the AGENT or CALLER hung up the call first.</QXZ> |
| user_stats-agent_activity | Agent Activity for this time period | <QXZ>This section will show the agent screen logged-in activity for the selected time period, most recent activity first. Each record is started by a PAUSE action.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the agent started a new pause state.</QXZ><BR><QXZ><U>PAUSE</U> = The number of seconds the agent was in a paused state for this entry.</QXZ><BR><QXZ><U>WAIT</U> = The number of seconds the agent was waiting for a phone call for this entry. For outbound manual dial phone calls, this is the ring time before the call was answered.</QXZ><BR><QXZ><U>TALK</U> = The number of seconds the agent was in talking state for this entry.</QXZ><BR><QXZ><U>DISPO</U> = The number of seconds the agent was in the disposition screen for this entry.</QXZ><BR><QXZ><U>DEAD</U> = The number of seconds while in the talking state after which the customer had already hung up.</QXZ><BR><QXZ><U>CUSTOMER</U> = The number of seconds the agent was actually speaking to the customer.</QXZ><BR><QXZ><U>VISIBLE</U> = The number of seconds the agent screen was viewable since the last time it was hudden.</QXZ><BR><QXZ><U>HIDDEN</U> = The number of seconds the agent screen was hidden from the view of the agent since the last time it was visible.</QXZ><BR><QXZ><U>STATUS</U> = The status assigned to the call by the agent after the call was hung up.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was handled by the agent. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>TYPE</U> = The type of call handled by the agent during this activity record. -M- is manual dial outbound, -A- is auto-dial outbound, -I- is an inbound call, -E- is an inbound email and -C- is a website customer chat.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when this agent activity happened.</QXZ><BR><QXZ><U>PAUSE CODE</U> = The pause code selected or assigned to this agent activity record.</QXZ> |
| user_stats-recordings | Recordings for this Time Period | <QXZ>This section will show the call recordings made for this User during the selected time period, most recent recordings first.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was handled by the agent during this call recording. You can click on this link to see more details about this lead, including past calls, recordings and the ability to modify lead information.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the call recording was started.</QXZ><BR><QXZ><U>SECONDS</U> = The length in seconds of the call recording.</QXZ><BR><QXZ><U>RECID</U> = The unique recording ID in the system for this call recording.</QXZ><BR><QXZ><U>FILENAME</U> = The file name of the call recording, without the suffix extension at the end.</QXZ><BR><QXZ><U>LOCATION</U> = The URL or web address of the recording. This link may be able to be clicked on to download or listen to the call recording, depending on how your system is set up.</QXZ><BR><QXZ><U>MUTE</U> = If recording muting is allowed on your system, this will show the number of times during the call recording that muting was enabled, if any.</QXZ> |
| user_stats-manual_calls | Manual Outbound Calls for this Time Period | <QXZ>This section will show the manual dial phone calls placed by the agent, including 3way calls, during the selected time period, most recent call first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the outbound call was initiated by the agent.</QXZ><BR><QXZ><U>CALL TYPE</U> = The type of phone call placed.</QXZ><BR><QXZ><U>SERVER</U> = The IP Address of the server that the agent placed the call from.</QXZ><BR><QXZ><U>PHONE</U> = The phone number the call was placed to.</QXZ><BR><QXZ><U>DIALED</U> = The dial string the call was placed using.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>CALLERID</U> = The outbound Caller ID Number that was used when the call was placed.</QXZ><BR><QXZ><U>ALIAS</U> = If a Phone Alias was selected by the user when the call was placed, it will be shown here.</QXZ><BR><QXZ><U>PRESET</U> = If a Preset number was selected by the user when the call was placed, it will be shown here.</QXZ><BR><QXZ><U>C3HU</U> = If the call was a 3way call, and the customer hung up before either of the other two parties, the amount of time the customer was in the call will be shown here.</QXZ> |
| user_stats-lead_searches | Lead Searches for this Time Period | <QXZ>This section will show the agent screen lead searches conducted by the agent during this time period, most recent search first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the lead search was conducted by the agent.</QXZ><BR><QXZ><U>TYPE</U> = The type of search that was conducted.</QXZ><BR><QXZ><U>RESULTS</U> = The number of matches that were returned to the agent by the system for the search.</QXZ><BR><QXZ><U>SEC</U> = The number of seconds the search took for the system to process before returning results.</QXZ><BR><QXZ><U>QUERY</U> = The search query as run by the system.</QXZ> |
| user_stats-preview_skips | Preview Lead Skips for this Time Period | <QXZ>This section will show the previewed leads that were skipped by the agent during this time period, most recent skips first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the previewed lead was skipped by the agent.</QXZ><BR><QXZ><U>LEAD</U> = The Lead ID of the lead that was skipped. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>STATUS</U> = The status of the lead that was skipped.</QXZ><BR><QXZ><U>COUNT</U> = The called count of the lead that was skipped.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when this previewed lead was skipped.</QXZ> |
| user_stats-switch_leads | Agent Lead Switches for this Time Period | <QXZ>This section will show the Agent Lead Switches that happened during the selected time period, a lead switch is when an inbound call goes to the agent, the agent searches for a lead in the system and they select another lead to tie their current call to. Most recent lead switch is shown first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the lead was switched by the agent.</QXZ><BR><QXZ><U>FROM LEAD ID</U> = The Lead ID of the lead that the agent started the call with. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>TO LEAD ID</U> = The Lead ID of the lead that the agent switched the call to during the call. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.</QXZ><BR><QXZ><U>CALL ID</U> = The original Call ID in the system before the Lead ID was switched.</QXZ><BR><QXZ><U>UNIQUEID</U> = The phone system uniqieid of the call that had its lead switched.</QXZ><BR><QXZ><U>PHONE</U> = The phone number of the lead that was switched.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when they switched the lead.</QXZ> |
| user_stats-pause_code_approvals | Manager Pause Code Approvals for this Time Period | <QXZ>This section will show the agent pause code approvals that this Manager User approved during the selected time period, only for pause codes that require manager approval, most recent approvals first.</QXZ><BR><QXZ><U>DATE TIME</U> = The date-time-stamp when the agent pause code was approved by this user.</QXZ><BR><QXZ><U>AGENT</U> = The User ID of the agent that had their pause code approved.</QXZ><BR><QXZ><U>AGENT USER GROUP</U> = The User Group of the agent at the time that they had their pause code approved.</QXZ><BR><QXZ><U>CAMPAIGN</U> = The campaign the agent was logged into when they had their pause code approved.</QXZ><BR><QXZ><U>PAUSE CODE</U> = The pause code that was approved.</QXZ> |
| 3way_press_log | 3-Way Press Log Report | <QXZ>This report will display the logs of the 3-way phone calls that are placed to outside-users from the agent screen as detailed in the AGENT_3WAY_PRESS-1_CALLS.txt document. These calls require the outside-agent to press -1- on their phone to accept the transfer before they can speak to the agent and customer. You can search by date range and filter by agent user and-or outside-user-phone_number. The outside-user call records shown in black are successful transfer calls, while the records shown in red are unsuccessful outside-agent calls. These records include both single 3-way phone calls and multi-3-way phone calls. As for the events shown in the Results column, here is what they mean:</QXZ><BR><QXZ><U>Started</U> = All calls will have this event, it simply means the outside-user call was launched.</QXZ><BR><QXZ><U>Answered</U> = The outside-user call was answered.</QXZ><BR><QXZ><U>Accepted</U> = The outside-user pressed -1- to accept the call.</QXZ><BR><QXZ><U>Reserved</U> = The agent screen approves of the outside-user call and prepares for the transfer.</QXZ><BR><QXZ><U>Transfer</U> = The outside-user call is transferred to the agent and customer.</QXZ><BR><QXZ><U>Declined</U> = The outside-user call did not press -1- to accept the call.</QXZ><BR><QXZ><U>Too Slow</U> = Multi-Call Only, The outside-user did press -1- to accept the call, but another outside-user pressed -1- before them.</QXZ><BR><QXZ><U>Defeated</U> = Multi-Call Only, another outside-user pressed -1- before them, so this call was hung up.</QXZ><BR><QXZ><U>Hungup</U> = Either the call timed out or another outside-user pressed -1- before them, so this call was hung up.</QXZ> |