Sub-campaign Reports

Sub-campaign Summary Reports

Summary report

This report presents a summary of all contact attempts made to all contacts in the included sub-campaigns. The data from all attempts is combined, and the best status is returned.

You can display the Summary report in either HTML or XLS format. The XLS version includes the summary of all the passes within the sub-campaign for the given timeframe.

Summary report - HTML version

The HTML version of the Summary report includes the following fields:

• The name of the account.

• The name of the campaign.

• The time-frame of the report.

Field Name	Description
Contacts Available	The percentages for each value in this section are calculated as: value / Total Available (Total Available = Attempted + Filtered + Not Attempted) Attempted—The total number of unique contacts who were attempted at least once. Not Attempted—The number of unique contacts who were not attempted at all. Filtered—The number of unique contacts who were filtered from the contact list due to filtering settings for the sub-campaign. Total Available—The sum of the Attempted, Not Attempted, and Filtered values.
Best Contacts Penetration <rate>	The Penetration rate is the percentage of contacts to whom a message was successfully delivered. The value is calculated as: (Messages Delivered Subtotal / (Attempted + Not Attempted)) * 100 The values in this section include only the results of the Best Contact attempt for each contact in the list. If multiple attempts were made to contact a person, only the attempt with the best result is counted in these values. The percentages for each value in this section are calculated as: value / Total Available (Total Available = Attempted + Not Attempted)
Results of Contacts Attempted	[+] Messages Delivered Live Person—The number of messages delivered to a live person (DELIVEREDPERSON) Answering Machine—The number of messages delivered to an answering machine (DELIVEREDMACHINE) Inbound—The number of inbound calls received. (INBOUND_IVR_COMPLETED) Subtotal—Live Person + Answering Machine + Inbound [+] Messages Not Delivered Busy—The number of contact attempts that resulted in a busy signal (BUSY) No Answer—The number of contact attempts that were not answered (NOANSWER) Hang Up on Machine—The number of times the system reached an answering machine, voice mail, or automated attendant that did not accept a message (MACHINE_HANGUP + DYNAMIC_MACHINE_HANGUP) Undelivered Machine—The number of times the system reached an answering machine, voice mail, or automated attendant and the message could not be delivered (UNDELIVEREDMACHINE) Not Connected—The number of times a contact was attempted but the message could not be delivered (NOTCONNECTED) Bad Device—The number of times a contact was attempted, but the number dialed was a fax machine or an inactive number (BADNUMBERFAX + BADNUMBERUNASSIGNED + CALL_BAD_NUMBER) Subtotal—Sum of all numbers above Total Attempted—Messages Delivered + Messages Not Delivered [+] Direct Connect Results Direct Connected—The Direct Connected value indicates the number of successful calls to the contact center. This does not include client hang-ups while on hold or contact center hang-ups. as % of Live Calculated as: Direct Connected value / Live Person value (from Messages Delivered section) as % of Attempted Calculated as: Direct Connected value / Total Avg. Duration (minutes)—Average duration of each Direct Connect call (in minutes, using 6-second rounding) is calculated as: Total Minutes / Direct Connected value Total Minutes—The total number of minutes that callers were connected to the contact center, for all calls with DC_SUCCESS status. This includes hold time, and connect time, but does not include ring time. This includes 6-second rounding, so a call of 2:03 is rounded to 2:06, and is therefore counted as 2.1 minutes, and not 2.05 minutes in this value.
All Attempts Penetration <rate>	For the Penetration rate percentage, all contact attempts are counted. For example, if 3 attempts are made to contact one person, they are counted as 3 attempts, not 1. This value is calculated as: Total / (Attempted + Not Attempted) where Total is shown under the Messages Delivered/Messages Not Delivered section. The values in this section include the results of all contact attempts made to all contacts in the list. If multiple attempts were made to contact a person, all of those attempts and the results of each attempt are counted in these values. The percentages for each value in this section are calculated as: value / Total NOTE: These values are shown only on the HTML version of the Campaign Summary report. [+] Messages Delivered Live Person—The number of messages delivered to a live person (DELIVEREDPERSON) Answering Machine—The number of messages delivered to an answering machine (DELIVEREDMACHINE) Inbound—The number of inbound calls received. (INBOUND_IVR_COMPLETED) Subtotal—Live Person + Answering Machine + Inbound [+] Messages Not Delivered Busy—The number of contact attempts that resulted in a busy signal (BUSY) No Answer—The number of contact attempts that were not answered (NOANSWER) Hang Up on Machine—The number of times the system reached an answering machine, voice mail, or automated attendant that did not accept a message (MACHINE_HANGUP + DYNAMIC_MACHINE_HANGUP) Undelivered Machine—The number of times the system reached an answering machine, voice mail, or automated attendant and the message could not be delivered (UNDELIVEREDMACHINE) Not Connected—The number of times a contact was attempted but the message could not be delivered (NOTCONNECTED) Bad Device—The number of times a contact was attempted, but the number dialed was a fax machine or an inactive number (BADNUMBERFAX + BADNUMBERUNASSIGNED + CALL_BAD_NUMBER) Subtotal—Sum of all numbers above Total Attempted—Messages Delivered + Messages Not Delivered [+] Direct Connect Results Direct Connected—The Direct Connected value indicates the number of successful calls to the contact center. This does not include client hang-ups while on hold or contact center hang-ups. as % of Live—Calculated as:Direct Connected value / Live Person value (from Messages Delivered section) as % of Attempted—Calculated as: Direct Connected value / Total Avg Ring Time (minutes)—The average number of minutes that calls with a status of DC_SUCCESS were ringing at the contact center before an operator picked up. The time for each call includes 6-second rounding. Avg Time on Hold (minutes)—The average number of minutes that calls with a status of DC_SUCCESS were on hold. The time for each call includes 6-second rounding. The value is computed as: Total time on hold for all DC_SUCCESS calls / DC_SUCCESS calls Avg Ring Time For Client Hangups (minutes)—The average number of minutes that calls with a status of DC_CLIENT_HANGUP_DURING_HOLD were ringing at the contact center before an operator picked up and placed the caller on hold. The time for each call includes 6-second rounding. Avg. Time on Hold For Client Hangups (minutes)—The average number of minutes that calls with a status of DC_CLIENT_HANGUP_DURING_HOLD were on hold. The time for each call includes 6-second rounding. Avg. Ring Time for Contact Center Hangups (minutes)*mdash;The average number of minutes that calls with a status of DC_CALL_CENTER_HANGUP_DURING_HOLD were ringing at the contact center before an operator picked up and placed the caller on hold. The time for each call includes 6-second rounding. Avg. Time on Hold For Call Center Hangups (minutes)—The average number of minutes that calls with a status of DC_CALL_CENTER_HANGUP_DURING_HOLD were on hold before the contact center disconnected. The time for each call includes 6-second rounding. Avg. Duration (minutes)*mdash;Average duration of each Direct Connect call (in minutes, using 6-second rounding) is calculated asTotal Minutes / Direct Connected value Total DC Minutes—The total number of minutes that callers were connected to the contact center, for all calls with DC_SUCCESS status. This includes hold time, and connect time, but does not include ring time. This includes 6-second rounding, so a call of 2:03 is rounded to 2:06, and is therefore counted as 2.1 minutes, and not 2.05 minutes in this value. [+] Usage Results Avg. Duration (minutes)—This value is Total Minutes (from Usage Results) divided by the total number of billable calls. Total Minutes—The total call minutes for all outbound calls with a billable status (live person, answering machine, undelivered machine, and answering machine hang-up). This value does not include DC connect time. It is calculated as the sum of all call seconds for each billable call (after 6-second rounding on each call) minus (DC talk seconds + DC whisper seconds + DC hold seconds). 6-second rounding is done on the sum of DC talk + DC whisper + DC hold before this sum is subtracted from all call seconds. [+] Recipient Responses Note that the following are examples of typical recipient responses. Depending upon the script, these responses may be different in each unique report. as % of Live—Calculated as: value / Live Person value (from Messages Delivered section) [+] Right Party Verification Right party verified—The number of calls connected to the right party and the percent of live. Call put on hold for right party—The number of calls put on hold for the right party and the percent of live. Total—The total number of Right Party Verification calls and percent of live. [+] Direct Connect Verified Success—A successful connection to the contact center occurred. No DC Lines—No Direct Connect lines were available. Busy—A busy signal at the contact center prevented the Direct Connect from being completed. No answer—The contact center number rang for longer than 40 seconds with no answer. Client hangup during transfer—The recipient hung up the phone before the contact center picked up the call. Client hangup on hold—The recipient hung up the phone while on hold with the contact center. This status occurs only if the Whisper feature is used. Call center hangup on hold—The contact center hung up on the recipient without taking the recipient off hold. This status occurs only if you are using the Whisper feature. Total—Total number of calls resulting in a verified Direct Connect and the percent of live.

Summary report - XLS version

The Excel version of the Summary report shows one additional column of data for each pass that was run under the sub-campaign. Note that this report can only be run for the entire time-frame of the sub-campaign.

The values in the Usage Results section of each sub-campaign column shows the All Attempts values for the sub-campaign. In this case, the Connected value is the total number of billable attempts that achieved a connected status. This includes all attempts that resulted in a Live Person, Answering Machine, Answering Machine Hangup, or Undelivered Machine status. For example, if there were three attempts to contact a person, and the results were two Answering Machine Hangups and one Live Person result, this is counted as 3 in the Connected value.

Dialer Compliance Summary

The Dialer Compliance Summary report provides a summary of abandon call percentages across all dialer passes. This report should be used in conjunction with compliance pacing on a predictive pass.

[+] Show report info.

The report is produced in CSV format.

The report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the agent's SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
Campaign	Identifies the campaign the agent group is assigned to.
SubCampaign	Identifies the sub-campaign with which the data is associated.
PassID	The ID of the pass: 1, 2, 3, or 4.
PassType	The type of pass: Voice, Dialer, Preview or Manual.
PassStartTime	The time at which the pass started.
PassEndTime	The time at which the pass finished.
Total Attempts	The total number of attempts with the following completion statuses: DELIVEREDPERSON DELIVEREDMACHINE MACHINEHANGUP UNDELIVEREDMACHINE Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
Total Machines	The total number of attempts with the following completion statuses: DELIVEREDMACHINE MACHINEHANGUP UNDELIVEREDMACHINE Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
% Machines	The percentage of total calls that went to a machine. This is Total Machines / Total Attempts.
Total Live Answer	The sum of all calls with a completion status DELIVEREDPERSON+RETRY. Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
% LiveAnswer	The percentage of total calls that went to a live person. This is DELIVEREDPERSON+RETRY / (Sum of DELIVEREDMACHINE, MACHINEHANGUP, UNDELIVEREDMACHINE + Retries).
Total Non-Compliant Calls	The total of non-compliant calls from the Dialer Compliance Detail report.
% Non-Compliant Calls	The percentage of all calls answered by a live person that were non-compliant. This is Total Non-Compliant Calls / Live Answer.

Sub-campaign Detail Reports

Best Contact

The Best Contact (campaign and sub-campaign) report includes a record representing the best result achieved for each contact attempted based on the ClientID field as the unique identifier. Only the best result within the date range of the report is shown, although it is possible that a better result exists outside of the date range of the report.

To determine which attempt to a particular device is best, the system ranks the various possible outcomes. For example, for a voice pass, a live recipient is considered better than an answering machine, and an answering machine is considered better than no answer. If there are multiple attempts with the same outcome, then the most recent attempt is considered the best.

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Best Contact detail reports contain the following fields.

The fields listed in this first group contain a copy of the data included in the contact list used for the sub-campaign(s).

• FirstName

• LastName

• Company

• Device1... 10

• Other1... 9

• OriginalRecord

• ClientID

The remaining fields contain information pertinent to, and generated for, the report.

Field Name	Descripton
SubCampaign	The name of the sub-campaign in which the call occurred.
DeviceAttempted	The phone number or email address that was used in the attempt (this will be equal to one of the device fields for the contact).
DeviceLocale	If the DeviceAttempted is a phone number, this will be the U.S. state or Canadian province in which that number is located. If the state/province cannot be determined, or if the number is outside of North America, this field will be blank.
DeviceMobile	'1' if DeviceAttempted is a wireless phone number; otherwise '0'.
DeviceDNC	'1' if DeviceAttempted is on the do-not-call list; otherwise '0'.
DeviceTimezone	The time zone for the attempted device. Time zones are represented using the standard names (for example, America/New_York).
DeliveryDate	The date and time of the attempt, in GMT.
LastState	The portion of the script the call was in when the call ended. Each script is made up of a series of sections, or states. Typically each recorded prompt corresponds to a single state in the script. To see the states that make up a script, select the States tab on the Edit Script page for your script.
LastStateSeconds	The number of seconds into the last State the call was in when the call ended.
CallSeconds	The total duration of the call in seconds, which includes all time from when the call is answered to the final hang-up. Ring seconds on the contact's phone are not included. Direct Connect seconds are included (if applicable).
Status	Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
BestContact	This is '1' if this contact attempt represents the best result for the campaign or sub-campaign. Otherwise it is '0'. For any given device used for voice or email attempts, there is one and only one attempt deemed "best." Reaching someone live is considered better than reaching their answering machine, which is considered better than busy or no answer.
CallPass	The pass during which the attempt was made. For example, 1 is the first pass, 2 is the second, and so on. If you do not use passes, this value is always 1.
FirstAttemptDate	This is the time stamp of the first contact attempt made to the device.
LastAttemptDate	This is the time stamp of the last contact attempt made to the device. If there was only one delivery attempt made, this field contains the same value as that in the FirstDeliveryAttemptDate field.
PassType	The medium used for the pass: Voice - indicates that the contact was attempted during an AVM pass. Email - indicates that the contact was attempted during an email pass. Text - indicates that the contact was attempted during a text pass.
ScriptName	The name of the script used during the contact attempt.
Interactive	Indicates whether the contact attempt is being made for an interactive message or an alert.
NumAttempts	The number of attempts made to a contact during a campaign or sub-campaign.
SequenceNum	(Available only with text passes.) This is an integer that represents where this contact attempt fits into the longer series of back and forth contacts.
MessageContent	The actual content of a text message.
CallerID-ShortCode-ReplyTo	Depending upon the channel, the information in this field identifies: the caller ID that appears on a contact's phone, or the short code or long code that a contact receives a message from or sends a message to, or the Reply-to field that appears in a contact's email message.
DCAutoManage	The value of the automange field in the hourly count roll up table. If '1', it implies that a DC went to an agent. If '0' a DC went to IVR.
DCAgentID	<Reserved for future use.>
DCSkillgroupName	The name of the skill group assigned to interface with the contact.
DCCallCenter#	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the telephone number to which the direct connect was made. This field is only present if a Direct Connect script was used for the campaign.
DCDirectConnectTalkSeconds	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the duration of the Direct Connect in seconds. This value does not include hold time or ring time, it only includes talk time. This field is present only if a Direct Connect script was used for the campaign.
DCACDHoldSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the client was on hold after connecting to the contact center. If using the Whisper feature, whisper seconds are included in this value. Add this value to DCDirectConnectTalkSeconds to get the billable time.
DCSBHoldSeconds	If the script used the Direct Connect feature, and a call involved a Direct Connect, this is the amount of time the client was in the messaging system hold queue prior to being connected to an agent in the contact center. If using the Whisper feature, whisper seconds are included in this value.
DCRingSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the contact center phone was ringing before the contact center or ACD picked up the call.
DCDirectConnectDate	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the date on which the Direct Connect was made.
[Information capture results]	If the script included any Information Capture features (for example, name, address, email address, credit card, or telephone number capture), the capture results are included here.
DispositionCategory	The category, or grouping, of Disposition Codes as defined by the client.
DispositionCode	The disposition code selected at the end of the call.
DispositionValue	The dollar value associated with the disposition code selected at the end of the call.
[Response details]	If the script included any interactive questions or other response tracking mechanisms, those details are included here.

Note that if you have the ability to select multiple disposition codes, the DispositionCategory, DispositionCode and DispositionValue columns (from above) will not be populated with data. Instead, each selectable disposition category will be represented with a code column and a value column. The <Category> Code column contains the code selected by the agent and the <Category> Value column contains the (optional) text entered by the agent or, if no text was entered, appears empty.

For example, if you have a selectable category titled "Agent Name", you see two columns: Agent Name Code and Agent Name Value. A selectable category titled "Payment Made" will have columns labeled Payment Made Code and Payment Made Value.

All Attempts v16 and All Contacts v16

The All Attempts v16 (campaign and sub-campaign) report is the same as the All Contacts v16 report except that it does not include filtered contacts.

All Attempts detail reports contain the following fields, presented in columns. For purposes of documenting this report, the fields (column names) are grouped logically, but note that the section names do not appear in the report itself.

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The All Contacts v16 (campaign and sub-campaign) report is the same as the All Attempts v16 report except that it also includes all filtered contacts.

All Contacts detail reports contain the following fields, presented in columns. For purposes of documenting this report, the fields (column names) are grouped logically, but note that the section names do not appear in the report itself.

The fields listed in this first section are standard fields, the second section contains fields associated with the pass, and so on.

Field Type	Field Name	Description
Standard	SuperEnterprise	The name of the super enterprise.
	SuperEnterpriseID	The ID of the super enterprise.
	Enterprise	The name of the enterprise.
	EnterpriseID	The ID of the enterprise.
	Account	The name of the account.
	AccountID	The ID of the account.
	Campaign	The name of the campaign.
	SubCampaign	The name of the sub-campaign.
	List	The name of the list used during the contact attempt.
Pass	PassNumber	Pass number
	PassName	Pass name
	MediaType	voice, text, email, web, or mms
	ContactMode	automated, dialer, preview, or manual blank for non-voice media type
	PacingMode	fixed, auto, predictive, or history
	IsOnDemand	'1' if PassType is On-demand; otherwise '0'
	ScriptName	The name of the script used during the contact attempt.
	ScriptVersion	The version of the script used during the contact attempt.
Contact Record The fields listed in the Contact Record section contain a copy of the data included in the contact list used for the sub-campaign(s).	FirstName
	LastName
	Company
	ClientID
	Device1... 10
	Other1... 9
	OriginalRecord
Contact	ContactTimezone	Contains the contact time zone from Other5, Other6, or Other7.
	UtilizedTimezone	The time zone in which the attempt was made. Time zones are represented using the standard names (for example, America/New_York).
	TimezoneSource	The criteria used to determine the time zone in which to make the attempt, from the following options: Device - (Default) The time zone of the area code of the device being attempted. Contact - The time zone of the postal code in the customer's record.(If there is no postal code provided, the record is filtered.) Contact then Device - The time zone of the postal code in the customer's record. (If there is no postal code provided, the system will then look to the area code of the device to determine when to launch.) Contact and Device - Both the area code of the device and the contact time zone provided in the record are compared. If there is a time zone mismatch between the two pieces of information, the record is dialed during a ‘safe’ window – meaning calls will only launch when it is neither too early or too late in either time zone (as governed by FDCPA guidelines.)
Device	DeviceAttempted	The phone number or email address that was used in the attempt (this will be equal to one of the device fields for the contact).
	DeviceSource	Indicates whether the device was selected from the current contact list or was entered manually.
	DeviceLocale	If the DeviceAttempted is a phone number, this will be the U.S. state or Canadian province in which that number is located. If the state/province cannot be determined, or if the number is outside of North America, this field will be blank.
	DeviceTimezone	The time zone for the attempted device. Time zones are represented using the standard names (for example, America/New_York).
	DeviceMobile	'1' if DeviceAttempted is a wireless phone number; otherwise '0'
	DeviceDNC	'1' if DeviceAttempted is on the do-not-call list; otherwise '0'
Attempt Information	IsAttempt	Indicates whether an attempt to deliver a message was made. If ‘1’, an attempt was made. If ‘0’, no attempt was made (for example attempt was filtered).
	DeliveryDate	The date and time of the call attempt, in GMT.
	ScheduledDate	If this is a scheduled on-demand attempt, it is the time it was scheduled for (which may not be the same time as the actual attempt).
	LocalTime	The date and time of the call attempt, in local time.
	SourceAddress	CallerID for outbound calls, the originating number for inbound calls, the short code/long code/alpha source address for SMS, or the ReplyTo address for emails. (Formerly known as CallerID-ShortCode-ReplyTo.)
	Status	Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
	Reason	Not currently implemented; blank field.
	RuleName	Compliance rule name that caused the suppression if the attempt was suppressed by a compliance rule.
	RuleVersion	Version number of compliance rule that caused the suppression if the attempt was suppressed by a compliance rule.
	IsFollowup	'1' if this message is a follow-up; otherwise '0'
	IsInteractive	'1' if this message is interactive; otherwise '0' (alert)
	ConversationState	The value (if any) of the ConversationState session variable associated with the conversation. This is determined by the script, and can be used to track and report on what happened in a conversation.
	LastStateName	The portion of the voice script the call was in when the call ended. Each script is made up of a series of sections ("States"). Typically each recorded prompt corresponds to a single state in the script. To see the States that make up a script, select the States tab on the Edit Script page for your script.
	LastStateSeconds	The number of seconds into the last state the call was in when the call ended.
	CallSeconds	The total duration of the call in seconds, which includes all time from when the call is answered to the final hang-up. Ring seconds on the contact's phone are not included. Direct Connect seconds are included (if applicable).
	MessageContent	The actual content of a text (SMS) message.
	MessageID	Message ID (GUID).
	OriginalMessageID	Message ID (GUID) for the initial attempt of this message. For email or text messages, this may differ from the MessageID.
	MessageSource	Source of the message. For example, “Engage”, “NobleBiz”, “MMM”, or “Angel”.
	MessagePart	Part number of a concatenated SMS message (for example “1”, “2”).
	BatchDate	To be defined.
	BatchPriority	To be defined.
Direct Connect	AgentID	The agent who dispositioned the call, or the agent who handled the text message via Agent Text Portal.
	AgentGroupName	The name of the agent group for AgentID.
	DCDirectConnectDate	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the date on which the Direct Connect was made.
	DCAutoManage	The value of the automanage field in the hourly count roll up table. If '1', it implies that a DC went to an agent. If '0' a DC went to IVR.
	DCCallCenter#	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the telephone number to which the direct connect was made.
	DCDirectConnectTalkSeconds	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the duration of the Direct Connect in seconds. This value does not include hold time or ring time; it only includes talk time.
	DCACDHoldSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the client was on hold after connecting to the contact center. If using the Whisper feature, whisper seconds are included in this value.
	DCSBHoldSeconds	If the script used the Direct Connect feature, and a call involved a Direct Connect, this is the amount of time the client was in the messaging system hold queue prior to being connected to an agent in the contact center. If using the Whisper feature, whisper seconds are included in this value.
	DCRingSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the contact center phone was ringing before the contact center or ACD picked up the call.
Billing reconciliation	ClientBillable	Six-second rounded non-agent portion of a voice contact attempt.
	AgentBillable	Six second rounded agent portion of a voice contact attempt.
Information Capture	ConversationVars	If the script included any conversation variables, those details are included here in JSON format.
	MessageVars	If the script included any message variables, those details are included here in JSON format.

Dialer

The Dialer (campaign and sub-campaign) detail report is similar to All Attempts, except that it does not provide a separate record for each contact attempt. This is similar to the format generated by some dialer products. The report lists multiple attempts within a single record, instead of providing a record for each attempt. There fields for the first attempt, last attempt, and up to 10 attempts prior to the last attempt.

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Within the Dialer detail report, there are eleven (11) columns for each of the following fields. These columns provide information about the first attempt to reach the caller, and the last 10 attempts to reach the caller.

• SubCampaign

• DeviceTimezone

• DCDirectConnectTalkSeconds

• DeviceAttempted

• DeliveryDate

• DCHoldSeconds

• DeviceLocale

• CallSeconds

• DCRingSeconds

• DeviceMobile

• Status

• DCDirectConnectDate

• DeviceDNC

• DCCallCenter

For example, there is a Status (First), Status (Last), Status (Last-1), Status (Last-2), Status (Last-3), Status (Last-4) , Status (Last-5) , Status (Last-6) , Status (Last-7) , Status (Last-8) , and Status (Last-9) column in the report.

If there were 10 or less attempts made to contact a person, there is one more block of data than there were attempts to reach that person. For example, if four attempts were made to contact a person, there will be data in the First, Last, Last-1, Last-2, and Last-3 columns. In this example, the First and Last-3 columns contain the same data, since the First attempt is also the Last-3 attempt.

The Best Contact value on Dialer reports indicates the attempt on which the best contact was achieved for each person. For example, if four attempts were made to contact a person, and the fourth attempt resulted in a DELIVEREDPERSON result, the Best Contact field for that person will contain '4'.

Dialer Detail reports contain the following fields.

The fields listed in this first group contain a copy of the data included in the contact list used for the sub-campaign(s).

• FirstName

• LastName

• Company

• Device1...10

• Other1...9

• OriginalRecord

• ClientID

The remaining fields contain information pertinent to, and generated for, the report.

Field Name	Description
SubCampaign	The name of the sub-campaign in which the call occurred.
DeviceAttempted	The phone number or email address that was used in the attempt (this will be equal to one of the phone number or email address fields for the contact).
DeviceLocale	If the DeviceAttempted is a phone number, this will be the U.S. state or Canadian province in which that number is located. If the state/province cannot be determined, or if the number is outside of North America, this field will be blank.
DeviceMobile	'1' if DeviceAttempted is a wireless phone number; otherwise '0'.
DeviceDNC	'1' if DeviceAttempted is on the do-not-call list; otherwise '0'.
DeviceTimezone	The time zone for the attempted device. Time zones are represented using the standard names (for example, America/New_York).
DeliveryDate	The date and time of the call attempt, in GMT.
CallSeconds	The total duration of the call in seconds, which includes all time from when the call is answered to the final hang-up. Ring seconds on the contact's phone are not included. Direct Connect seconds are included (if applicable).
Status	Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
BestContact	This is '1' if this call attempt represents the best result for the campaign or sub-campaign. Otherwise it is '0'. For any given phone number, there is one and only one attempt deemed "best." Reaching someone live is considered better than reaching their answering machine, which is considered better than busy or no answer.
CallPass	The call pass during which the attempt was made. For example, 1 is the first call pass, 2 is the second, and so on. If you do not use call passes, this value is always 1.
DCCallCenter#	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the telephone number to which the direct connect was made. This field is only present if a Direct Connect script was used for the campaign.
DCDirectConnectTalkSeconds	If the script used the Direct Connect feature, and if the call attempt involved a Direct Connect, this is the duration of the Direct Connect in seconds. This value does not include hold time or ring time, it only includes talk time. This field is present only if a Direct Connect script was used for the campaign.
DCHoldSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the client was on hold after connecting to the contact center. If using the Whisper feature, whisper seconds are included in this value. Add this value to DCDirectConnectTalkSeconds to get the billable time.
DCRingSeconds	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the amount of time the contact center phone was ringing before the contact center or ACD picked up the call.
DCDirectConnectDate	If the script used the Direct Connect feature, and if the call involved a Direct Connect, this is the date on which the Direct Connect was made.
[Information capture results]	If the script included any Information Capture features (for example, name, address, email address, credit card, or telephone number capture), the capture results are included here.
[Response details]	If the script included any interactive questions or other response tracking mechanisms, those details are included here.

Contact Center

The Contact Center detail report (enterprise, account, campaign and sub-campaign) includes a record for every Direct Connect attempt within the reporting time frame. If multiple Direct Connect attempts are made in a single call, there is a record for each attempt. For example, if the system attempts to connect to the contact center but receives a Busy signal, then the system attempts again and successfully connects, both Direct Connect attempts are recorded in this report (only the final attempt is recorded in the other Detail reports).

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The Contact Center Detail reports contain the following fields:

Field Name	Description
ClientID	The ClientID from the original contact record.
DeviceAttempted	The phone number or email address that was attempted.
ConnectedToCallCenter	This field contains a '1' or a '0': 0 - no connection was made to the contact center 1 - a connection was made to the contact center
Date	The date and time of the call.
CallCenter#	The Call Center phone number.
Status	See Direct Connect statuses for a full listing.
RingSeconds	The number of seconds the contact center phone was ringing before the contact center or ACD picked up the call.
ACDHoldSeconds	The number of seconds the consumer was on hold after connecting to the contact center. If using the Whisper feature, whisper seconds are included in this value.
SBHoldSeconds	The total number of seconds the consumer was on hold before speaking to an agent at the contact center.
DirectConnectTalkSeconds	The number of seconds from the time the call was picked up by the contact center phone system until the end of the Direct Connect call. This value does not include hold time, ring time, or whisper time.
ACWSeconds	(Enhanced Skill Groups only) The number of seconds the agent was busy with after call work (ACW).
SubCampaign	The sub-campaign under which the contact attempt was made.
Campaign	The campaign under which the contact attempt was made.
Script	The name of the script used during this contact attempt.
Call Pass	The name of the call pass from which the Direct Connect attempt originated.
SkillGroup	The name of the skill group (group of agents) to which the Direct Connect was targeted.
Agent Name	(Enhanced Skill Groups only) The name of the agent who handled the Direct Connect call.

Client Recording and Client Recording Manifest

The Client Recording detail report (account, campaign and sub-campaign) provides detailed information on every call recording. Clients may use this report as a tool to search for specific agent recordings, for calls that are coded with specific disposition codes, or to search recordings by date ranges. Also provided in this report is a URL that can be used to access or play back recordings via a web browser.

This report is identical to the Client Recording Manifest Detail report but also includes a zipped file that contains all of the individual .WAV files for an account, campaign, sub-campaign, or skill group, depending on the level from which the report was generated.

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Field Name	Description
SuperEnterprise	SuperEnterprise associated with the call being transferred (if applicable)
SuperEnterpriseID	Numeric SuperEnterprise ID (if applicable)
Enterprise	Enterprise associated with the call being transferred
EnterpriseID	Numeric Enterprise ID
Account	Account associated with the call being transferred
AccountID	Numeric Account ID
Campaign	Campaign associated with the call being transferred
SubCampaign	SubCampaign associated with the call being transferred
PassID	Numeric pass value
PassType	Type of pass (Voice, Dialer, Text, Email)
SkillGroup	Skill Group associated with this recording
SessionStartTime	Call start time (GMT)
SessionSeconds	Duration of call (seconds)
RecordingStartTime	Recording start time (GMT)
RecordingSeconds	Duration of recording (seconds)
RecordingType	Type of recording (Agent, Diagnostic, Script)
AgentID	Unique identifier of Agent (maybe null if no agent)
AgentDevice	Device used to outreach to Agent
DCAttemptNumber	Direct Connect Attempt # (typically one, unless multiple DCs)
ClientID	Unique identifier of client
FirstName	First Name of client
LastName	Last Name of client
Device	Device used to outreach to client (outbound), ANI (inbound)
CompletionStatus	Result of call (busy, no answer, DCSuccess, etc). Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
DispositionCategory	Group name by which specific disposition codes are assigned
DispositionCode	Custom result code tagged to the end of a call through Agent Voice Portal
DispositionValue	Monetary value associated with a particular disposition code (for example Promise)
RecordingID	SoundBite unique identifier for this recording
RecordingState	Current state of the recording (for example Present, Deleted, Expired, …)
MediaURI	Associated URI for this media associated with this recording. Either https: for remote or file: for local.
FileName

Dialer Compliance Detail

The Dialer Compliance Detail report (account, campaign and sub-campaign) provides detailed compliance information on every call made during a dialer pass. Calls are marked with a ‘1’ for compliant or a ‘0’ for non-compliant based on the amount of time it takes them to be bridged to an available agent. This report should be used in conjunction with compliance pacing on a predictive pass.

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The report is produced in CSV format and is available from the Enterprise, Account, Campaign and Sub-campaign levels

The report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the agent's SuperEnterprise
SuperEnterpriseID	The ID of the agent’s SuperEnterprise.
Enterprise	The name of the agent’s Enterprise.
EnterpriseID	The ID of agent’s Enterprise.
Account	The name of the agent’s Account.
AccountID	The ID of the agent’s Account.
Campaign	Identifies the campaign the agent group is assigned to.
SubCampaign	Identifies the sub-campaign with which the data is associated.
IPassID	The ID of the pass: 1, 2, 3, or 4.
PassType	The type of pass: Voice, Dialer, Preview or Manual.
PacingModel	The selected pacing type, for example, Predictive.
TargetAbandonRate	The target abandon rate, from the settings.
AbandonDefinition	From the settings, the number of seconds identifying an abandoned call.
ComplianceModeEnabled	Indicates whether Compliance Mode is enabled; 1 if yes, 0 if no.
ClientID	The Client ID of the contact with whom the agent was speaking.
Device	The contact's phone number.
Status	The completion status associated with the call. This report returns the results of all calls with the following completion statuses: DELIVEREDPERSON DELIVEREDMACHINE MACHINEHANGUP UNDELIVEREDMACHINE Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
StartTime	The time at which the call was connected.
BridgeSuccess	Indicates whether the bridge to the contact was successful. The values are as follows: 0 - Bridge state was never reached. 1 - Bridge was successful. 2 - Bridge was skipped - calls that didn't satisfy the bridge criteria. For example, if the requirement is to bridge to a live party only, and an answering machine picks up, the bridge will not take place. 3 - Bridge failed - calls that were attempted but failed to bridge. For example - an agent hangs up before the bridge takes place.
Duration	The actual bridge time, in seconds.
Compliant	Indicates whether the call was compliant; 1 if yes, 0 if no. If Compliance Mode was not enabled, this is 0.

Session Transfer

The Session Transfer detail report allows clients to track the progress of calls transferred by their agents. The type of transfer, the originating and target agents, and call durations are examples of some of the data stored in this report.

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The fields below describe each of the columns provided in the report.

TransferDuration

Field Name	Description
SuperEnterprise	SuperEnterprise associated with the call being transferred (if applicable)
SuperEnterpriseID	Numeric SuperEnterprise ID (if applicable)
Enterprise	Enterprise associated with the call being transferred
EnterpriseID	Numeric Enterprise ID
Account	Account associated call being transferred
AccountID	Numeric Account ID
Campaign	Campaign associated with call being transferred
SubCampaign	SubCampaign associated with call being transferred
Numeric pass value
PassType	Type of pass (Voice, Dialer, Text, Email)
SkillGroup	Skill Group (Agent Group) associated with this recording
Transfer Type	Category of Transfer (Internal-Unsupervised, Internal-Supervised, External-Supervised)
Original Agent	Internal Agent_ID (agent@email.com)
Target	Either the name of the internal target agent or the phone number of the external target
Target Agent	Internal Agent_ID (agent@email.com)
Leg1 Duration	Number of seconds before transfer feature was invoked
TransferStartTtime	The time at which the transfer feature was invoked
TransferEndTime	The time at which Complete Transfer was selected
Total duration of transfer
ConferenceDuration	Duration during which Original Agent, Target and Call Recipient all talk together
Leg2 Duration	Number of seconds before transfer feature was invoked
TransferResult	Result of Transfer – will include success and failure info including: ContactHungup, SourceAgentHungup, TargetAgentHungup, TargetBadNumber, TargetBusy, TargetNoAnswer, TargetNotConnected, UserInitiated, InternalError, ContactHungupOnHold, ContactExceededMaxHoldTime, Success
ClientID	Unique identifier of consumer
FirstName	First name of consumer
LastName	Last name of consumer
DispositionCategory	Group name by which specific disposition codes are assigned
DispositionCode	Custom result code tagged to the end of a call through Agent Voice Portal
DispositionValue	Monetary value associated with a particular disposition code