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Account Reports

Account Summary Reports

Activity

This report presents high level metrics for each campaign in the account, such as total messages attempted, total messages delivered and success rates.

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User List

The User List report is an account and enterprise-level summary report that lists actions taken by all users within the account.

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Activity w/ Est. Cost Acct/Camp

This report presents high level metrics for each campaign in the account, such as penetration, total messages delivered and average talk time. In addition, it includes information related to the estimated cost of the campaign (with calculations of the estimated cost per attempted DC, cost per successful DC, and cost per attempt).

The reports always run month-to-date and for a single month at a time. If you choose a date range for your report it will run for the month from the start of the range.

As with all cost reports, these numbers reflect an estimate of costs and are not to be used as an invoice. In addition, an enterprise must be set up to view cost information at the enterprise and account level (not just at the enterprise level) in order to see the cost data in the report; otherwise, the cost columns do not appear in the report.

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Activity with Est. Cost Acct/Camp (xls)

This report presents high level metrics for each campaign in the account, such as penetration, total messages delivered and average talk time. In addition, it includes information related to the estimated cost of the campaign (with calculations of the estimated cost per attempted DC, cost per successful DC, and cost per attempt).

As with all cost reports, these numbers reflect an estimate of costs and are not to be used as an invoice. In addition, an enterprise must be set up to view cost information at the enterprise and account level (not just at the enterprise level) in order to see the cost data in the report; otherwise, the cost columns do not appear in the report.

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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.

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Recording Storage Report

The Recording Storage Report is an account and enterprise-level summary report. Records are in CSV format; each record represents statistics about recordings for a particular date.

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Service Summary

The Service summary report is an Enterprise and Account level detail report that provides the underlying data used to produce the invoice you receive for messaging services.

A "Service" is a designation used to identify billable functionality whose price is based on the terms of your contract. Your Service summary report will reflect only the Services used, based on those contracted. For example, if you have contracted for Outbound Calling services and Dialer services, but not Email services or Outbound Text services, you will see only the Outbound Calling and/or Dialer services you used in the report.

Typically this report is run on a monthly basis to reconcile the previous month's invoice. To ensure the most useful results, set the start time and end time of the report to coincide with the monthly billing cycle by using Explicit Dates. For example, for the month of November, enter "11/01/2010 04:00 AM GMT" to "12/01/2010 04:00 AM GMT" as the date range.

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User Actions

The User Actions report is an account and enterprise-level summary report. This report is in csv format, and presents information about actions taken by users within the account.

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Workforce Management Data Extract (csv)

The Workforce Management Data Extract report is an Enterprise and Account level summary report that provides a data feed of campaign agent data.

Each record represents statistics for an agent group during the time-span of the report.

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Account Detail Reports

Usage

The account Usage detail report contains detailed information for every attempt in every campaign in your account. The day range for Usage detail reports is based on midnight to midnight of the reporting time zone of the account.

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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.

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.

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All Contacts V12/V13

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All Contacts V11

The All Contacts V11 report provides numerous details surrounding all contacts and contact attempts associated with the time frame of the report. It includes a record for each contact and contact attempt.

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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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Service Detail

The Service Detail report can be used to reconcile client activity with an invoice. Normally, the Service Summary report serves this purpose well, but some clients want to be able to reconcile at a more detailed level.

The maximum span of time that the report may cover is set at 31 days. If requested for a time span greater than 31 days, the report will fail.

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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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Agent Performance - Account

The Agent Performance report is applicable only for campaigns where Agent Voice Portal is employed.

The Agent Performance provides summary level detail information about average state durations for agents as well as counts of each state broken down by individual agent. An agent's average duration, for example in the Talking state, is based on the sum of each talking state - in seconds - divided by the number of times that state occurs for the agent.

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Agent Action

The Agent Action Detail report provides a log of various actions taken by voice and text agents in the enterprise or account.

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Agent List

The Agent List detail report provides a listing of all voice and text agents in the enterprise or account, along with each agent's permission settings as of the time the report is run.

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Agent Monitor Coach Barge

The Agent Monitor Coach Barge detail report is used to track the actions of supervisors of Portal Agents using the monitor, coach and barge features of the system.

This report provides information regarding the agent being supervised, plus the time and duration of the action taken by the Account Manager.

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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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List Audit

The List Audit detail presents information about total records, rejected records, load timing, and original list names for lists loaded in an account or enterprise for the specified time period.

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Recording Action Tracking

The Recording Action Tracking detail report allows clients to track the status of both individual recordings and overall account settings.

The report shows when a recording has expired and been purged from the messaging system or when it was manually deleted. It also shows any changes made to the skill group recording settings.

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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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Recording Storage

The Recording Storage report shows the quantity of reports stored for a client. This is an account and enterprise-level summary report. Each record is in CSV format and represents recording statistics for a particular date.

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Workforce Management Data Extract

The Workforce Management Data Extract report provides a data feed of campaign agent data. This is an account and enterprise-level report in CSV format. Each record represents statistics for an agent group during the time span of the report.

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This page was last modified on 27 March 2018, at 06:14.