Campaign Reports

Campaign Summary Reports

Multi-channel Summary

The Multi-channel Summary report presents a summary of all contact attempts made to all contacts in the campaign. In addition to totals for the campaign, the report provides a separate column for each sub-campaign within the date range of the report. Below the top summary section, the Multi-channel Summary report includes a separate section for each communications channel used in the campaign (for example voice, text, email). The bottom section of the report contains a summary of recipient response data for the campaign.

This report is the most useful summary report to consult for campaigns that use multiple communications channels. This report should be one of the first reports that you consult in order to understand - at a very high level - how a campaign is progressing. Several data points in the report are particularly useful in validating success and identifying potential issues.

This report is produced in XLS format only.

The heading includes:

Enterprise: The name of the enterprise.
Account: The name of the account.
Campaign: The name of the campaign.
Date Range: The time-frame of the report, from start date to end date.
Time Run: The date and time the report was run.

The first two data columns present the campaign totals rolled up from all associated sub-campaigns.

The remaining data columns present information from each individual sub-campaign, presented in chronological order of creation date, from left to right, Inbound sub-campaigns, then Outbound sub-campaigns.

The final column, labeled Total, presents the total sum of all sub-campaigns, when applicable.

Channel Specific Information

The Multi-channel Campaign Summary report includes channel specific sections and fields which are populated and presented only if there was activity on which to report occurring within the channel.

[+] Show channel specific sections

	Field Name	Description
Penetration (calculated based on outbound sub-campaigns only) The penetration rates, per outbound sub-campaign, appears as the percentage of records available. (Attempts divided by available records.)	Outbound Unique Delivered / Available	This is the percentage of available unique records, or contacts, to whom a contact attempt was made and a message was delivered, thereby initiating a conversation.
	Outbound Unique Attempted / Available	This is the percentage of available unique records to whom a contact attempt was made, delivered or not.
	Outbound All Attempts / Available	This is the percentage of available unique records to whom a contact attempt was made during all passes of all sub-campaigns associated with this campaign. This percentage can be greater than 100% if multiple attempts were made to the same contact during different passes.
Unique records (outbound only - no data appears for any inbound campaigns or sub-campaigns)	All	(Campaign) The total number, and percent of total, of unique records in the contact lists associated with outbound sub-campaigns that had activity during the date range of the report. Notice that the number is the sum of the totals in all sub-campaigns. (Sub-campaign) The total number of unique records in the contact list associated with this sub-campaign that had activity during the date range of the report. If the sub-campaign was started prior to the date range of this report, this cell is empty, even if activity occurred during the report date range.
	Filtered	(Campaign) The number (shown in parentheses as a negative number) of unique records, and percent of total, in the contact list filtered by all outbound sub-campaigns associated with this campaign as of the report end date. (Sub-campaign) The total number (shown in parentheses as a negative number) of unique records filtered by this outbound sub-campaign as of the report end date.
	Available	(Campaign) The total number of unique records, and percent of total, that were not filtered by outbound sub-campaigns associated with this campaign as of the report end date. (Sub-campaign) The total number of unique records in the contact list of this outbound sub-campaign that were not filtered as of the report end date.
	Attempted	(Campaign) Total number of unique records, and percent of total, that were attempted by the associated outbound sub-campaigns in the report date range . (Sub-campaign) The total number of unique records that were attempted by this outbound sub-campaign in the report date range.
	Delivered	(Campaign) Total number of unique records, and percent of total, that were delivered by the associated outbound sub-campaigns in the report date range . (Sub-campaign) The total number of unique records that were delivered by this outbound sub-campaign in the report date range.
	Not Delivered	(Campaign) The total number of available (or unfiltered) unique records, and percent of total, that were not delivered by all outbound sub-campaigns associated with this campaign in the report date range. (Sub-campaign) The total number of available (or unfiltered) unique records that were not delivered by this outbound sub-campaign in the report date range.
	Not Attempted	(Campaign) The total number of available (or unfiltered) unique records, and percent of total, that were not attempted by all outbound sub-campaigns associated with this campaign in the report date range. (Sub-campaign) (All minus Filtered minus Attempted) The total number of available (or unfiltered) unique records that were not attempted by this outbound sub-campaign in the report date range.
Total records (outbound only - no data appears for any inbound campaigns or sub-campaigns)	All	The total number of records in the contact lists associated with all the sub-campaigns in the report date range.
	Filtered	The total number of records filtered from the contact lists associated with all the sub-campaigns in the report date range.
	Available	(All minus Filtered Campaign) The total number of records filtered from the contact lists associated with all the sub-campaigns in the report date range.
	Attempted	Total number of Unique Records (not unique IDs, but records) that have been attempted by this outbound sub-campaign in the report date range.
	Delivered	(Campaign) Total number of unique records, and percent of total, that were delivered by the associated outbound sub-campaigns in the report date range . (Sub-campaign) The total number of unique records that were delivered by this outbound sub-campaign in the report date range.
	Not Delivered	(Campaign) The total number of available (or unfiltered) unique records, and percent of total, that were not delivered by all outbound sub-campaigns associated with this campaign in the report date range. (Sub-campaign) The total number of available (or unfiltered) unique records that were not delivered by this outbound sub-campaign in the report date range.
	Not Attempted	(Campaign) The total number of available (or unfiltered) unique records, and percent of total, that were not attempted by all outbound sub-campaigns associated with this campaign in the report date range. (Sub-campaign) (All minus Filtered minus Attempted) The total number of available (or unfiltered) unique records that were not attempted by this outbound sub-campaign in the report date range.
All Attempts The number of all attempts to initiate or continue a conversation, per channel. Totals are presented for the entire campaign and each associated sub-campaign in which activity occurred within the date range of the report.	Voice	(Campaign) The total number, and percent of total, of attempts by the system to initiate or continue a voice channel conversation by all sub-campaigns associated with this campaign. (Inbound Sub-campaign) Total number of attempts made by the system to initiate or continue a voice channel conversation by this inbound sub-campaign within the date range of the report. (Outbound Sub-campaign) Total number of attempts made to initiate or continue a voice channel conversation by this outbound sub-campaign within the date range of the report.
	Dialer	(Campaign) The total number, and percent of total, of attempts to initiate or continue a dialer channel conversation by all outbound sub-campaigns associated with this campaign. (Outbound Sub-campaign) Total number of attempts made to initiate or continue a dialer channel conversation by this outbound sub-campaign within the date range of the report.
	Preview	(Campaign) The total number, and percent of total, of attempts to initiate or continue a preview channel conversation by all outbound sub-campaigns associated with this campaign. (Outbound Sub-campaign) Total number of attempts made to initiate or continue a preview channel conversation by this sub-campaign within the date range of the report.
	Manual	(Campaign) The total number, and percent of total, of attempts to initiate or continue a manual channel conversation by all outbound sub-campaigns associated with this campaign. (Outbound Sub-campaign) Total number of attempts made to initiate or continue a manual channel conversation by this outbound sub-campaign within the date range of the report.
	Text (MT)	(Campaign) The number, and percent of total, of attempts to initiate or continue a text channel conversation in all sub-inbound campaigns associated with this campaign. (Inbound Sub-campaign) Total number of attempts made by the system to initiate or continue a text channel conversation by this inbound sub-campaign within the date range of the report. (Outbound Sub-campaign) Total number of attempts made to initiate or continue a text channel conversation by this outbound sub-campaign within the date range of the report.
	Text (MO)	(Campaign) The number, and percent of total, of attempts to initiate or continue a text channel conversation in all inbound sub-campaigns associated with this campaign. (Inbound Sub-campaign) Total number of attempts made by the system to initiate or continue a text channel conversation by this inbound sub-campaign within the date range of the report. (Outbound Sub-campaign) Total number of attempts made to initiate or continue a text channel conversation by this outbound sub-campaign within the date range of the report.
	Email	(Campaign) The number, and percent of total, of attempts by the system to initiate or continue an email channel conversation by all sub-campaigns associated with this campaign. (Outbound Sub-campaign) The number of attempts made by the system to initiate or continue an email channel conversation by this sub-campaign within the date range of the report.
	Web	(Campaign) The total number, and percent of total, of attempts to initiate a web channel conversation by all outbound sub-campaigns associated with this campaign. (Outbound Sub-campaign) Total number of attempts made to initiate a web channel conversation by this outbound sub-campaign within the date range of the report.
	Total	(Campaign) The total number, and percent of total, of all attempts by the system to initiate or continue a conversation by all inbound and outbound sub-campaigns associated with this campaign. (Inbound Sub-campaign) The total number of attempts made by the system to initiate or continue a conversation by any inbound sub-campaign within the date range of the report. (Outbound Sub-campaign) The total number of attempts made by the system to initiate or continue a conversation by any outbound sub-campaign within the date range of the report.

As in the Summary section, the numbers in the campaign columns reflect the roll-up of the numbers in all the sub-campaigns, and the percent of total.

Note that only those sections in which activity occurred during the reporting period appear in the report.

Completion Statuses

This section presents the actual completion statuses, and their counts, as they appear in detail reports. Completion statuses which were not used do not appear.

Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.

Completion Status	Description
All Attempts	Total number of attempts made by the system to initiate or continue a voice channel conversation by each sub-campaign within the date range of the report. These numbers are the same as those appearing in the Voice row of the Summary section titled All attempts. [+] Delivered DELIVEREDPERSON DELIVEREDMACHINE INBOUND_IVR_COMPLETED INBOUND_IVR_EXTERNAL_SUCCESS TELEPHONY_ERROR Total The total number of voice contact attempts that were delivered. [+] Not Delivered BUSY NOANSWER NOTCONNECTED MACHINE_HANGUP CALL_BAD_NUMBER BADDATA BADNUMBERFAX BADNUMBERUNASSIGNED UNDELIVEREDMACHINE DYNAMIC_MACHINE_HANGUP Total The total number of voice contacts that were attempted but no message was delivered.
Not Attempted	This section lists all contacts that were not attempted within the report date range. These numbers are the same as those appearing in the Voice row of the Summary section titled Not Attempted. [+] Show NEVER_TRIED SCRIPT_SUCCESS SCRIPT_FAILED_PERMANENT SCRIPT_FAILED_TRANSIENT SCRIPT_NO_ACTION COMPLIANCE_DATE COMPLIANCE_REGION Total The total number of voice contacts that were not attempted.
Filtered	This section lists all filtered records that occurred within the report date range. The counts are message based, for example, if a record is filtered three times, once in each of three passes during a sub-campaign, it is counted as three instances. [+] Show SUPPRESSED_ACCOUNT EXCLUDED DUPLICATE_CLIENT CALL_PASS_REJECTED EXPIRED SUPPRESSED_ENTERPRISE_CALL_HIST SUPPRESSED_ACCOUNT_CALL_HIST SUPPRESSED_CAMPAIGN_CALL_HIST CHANNEL_TYPE_INCOMPATIBLE SUPPRESSED_ENTERPRISE NULL_CONTACT_TZ INVALID_CONTACT_TZ INCOMPATIBLE_DEVICE_CONTACT_TZ DUPLICATE BLOCKED INTERNATIONAL DNC EXTENSION ENDS_00 ENDS_000 WIRELESS NOT_SUPPORTED INVALID_AREA_CODE INVALID_EXCHANGE NO_DEVICE INVALID_DEVICE TOLLFREE Total The total number of records that were filtered.

Completion Status	Description
All Attempts (MT)	Total number of attempts made by the system to initiate or continue a text channel conversation by each sub-campaign within the date range of the report. These numbers are the same as those appearing in the Text (MT) row of the Summary section titled All attempts. This section presents the actual completion statuses, and their counts, as they appear in detail reports. Completion statuses which were not used do not appear. [+] Delivered DELIVEREDPERSON DELIVEREDMACHINE OPENEDEMAIL INBOUND_IVR_COMPLETED SENTEMAIL TEXT_MSG_SENT TEXT_MSG_RECEIVED TEXT_MSG_OPT_OUT INBOUND_IVR_EXTERNAL_SUCCESS WEB_INTERNAL_URL_SUCCESS WEB_EXTERNAL_URL_SUCCESS [+] Not Delivered FAILEDEMAIL BUSY NOANSWER NOTCONNECTED MACHINE_HANGUP CALL_BAD_NUMBER BADDATA BADNUMBERFAX BOUNCEDEMAIL_SOFT_BOUNCE BADNUMBERUNASSIGNED UNDELIVEREDMACHINE DYNAMIC_MACHINE_HANGUP TEXT_MSG_FAILED TEXT_MSG_CARRIER_BLOCKED TEXT_MSG_DEVICE_UNREACHABLE TEXT_MSG_CARRIER_LOOKUP_FAILED TEXT_MSG_CARRIER_NOT_SUPPORTED BOUNCEDEMAIL_GENERAL BOUNCEDEMAIL_INACTIVE_MAILBOX BOUNCEDEMAIL_SYNTAX_ERROR BOUNCEDEMAIL_BAD_DOMAIN BOUNCEDEMAIL_BAD_MAILBOX BOUNCEDEMAIL_ROUTING_ERROR WEB_INTERNAL_URL_FAILED WEB_EXTERNAL_URL_FAILED NETWORK_TIMEOUT OPERATION_NOT_SUPPORTED_ON_CARRIER OTHER_PERMANENT_FAILURE RECIPIENT_ABSENT RECIPIENT_BLACKLISTED RECIPIENT_TEMP_FAILURE SHORT_CODE_SOURCE_ADDR_NOT_ALLOWED TMS_ERROR_PROVIDER Total The total number of records that were not attempted.
Not Attempted	This section lists all contacts that were not attempted within the report date range. [+] Show NEVER_TRIED SCRIPT_SUCCESS SCRIPT_FAILED_PERMANENT SCRIPT_FAILED_TRANSIENT SCRIPT_NO_ACTION COMPLIANCE_DATE COMPLIANCE_REGION Total The total number of voice contacts that were not attempted.
Filtered	This section lists all filtered records that occurred within the report date range. The counts are message based, for example, if a record is filtered three times, once in each of three passes during a sub-campaign, it is counted as three instances. [+] Show SUPPRESSED_ACCOUNT EXCLUDED DUPLICATE_CLIENT CALL_PASS_REJECTED EXPIRED SUPPRESSED_ENTERPRISE_CALL_HIST SUPPRESSED_ACCOUNT_CALL_HIST SUPPRESSED_CAMPAIGN_CALL_HIST CHANNEL_TYPE_INCOMPATIBLE SUPPRESSED_ENTERPRISE NULL_CONTACT_TZ INVALID_CONTACT_TZ INCOMPATIBLE_DEVICE_CONTACT_TZ DUPLICATE BLOCKED INTERNATIONAL DNC EXTENSION ENDS_00 ENDS_000 WIRELESS NOT_SUPPORTED INVALID_AREA_CODE INVALID_EXCHANGE NO_DEVICE INVALID_DEVICE TOLLFREE Total The total number of records that were filtered.
Received (MO)	Total number of attempts made by the system to initiate or continue a text channel conversation by each sub-campaign within the date range of the report. These numbers are the same as those appearing in the Text (MO) row of the Summary section titled All attempts. This section presents the actual completion statuses, and their counts, as they appear in detail reports. Completion statuses which were not used do not appear. TEXT_MSG_OPT_OUT TEXT_MSG_RECEIVED Total The total number of records that were not attempted.
Unique Devices	Total number of unique client IDs made by the system to initiate or continue a text channel conversation by each sub-campaign within the date range of the report. This section presents the actual completion statuses, and their counts, as they appear in detail reports. Completion statuses which were not used do not appear. DELIVERED_MT RECEIVED_MO Total The total number of unique client IDs in each sub-campaign associated with the campaign.
Total	Total number of unique client IDs in all sub-campaigns associated with the campaign within the report date range

This section presents the actual completion statuses, and their counts, as they appear in detail reports. Completion statuses which were not used do not appear.

Completion Status	Description
All Attempts (MT)	Total number of attempts made by the system to send an email by each sub-campaign within the date range of the report. These numbers are the same as those appearing in the Email row of the Summary section titled All attempts. This section presents the actual completion statuses, and their counts, as they appear in detail reports. Completion statuses which were not used do not appear. [+] Delivered OPENEDEMAIL SENTEMAIL <toggledisplay linkstyle font-size:larger showtext="[+] Not Delivered" hidetext=" [-] Not Delivered"> FAILEDEMAIL BADDATA BOUNCEDEMAIL_SOFT_BOUNCE BOUNCEDEMAIL_GENERAL BOUNCEDEMAIL_INACTIVE_MAILBOX BOUNCEDEMAIL_SYNTAX_ERROR BOUNCEDEMAIL_BAD_DOMAIN BOUNCEDEMAIL_BAD_MAILBOX BOUNCEDEMAIL_ROUTING_ERROR
Not Attempted	This section lists all contacts that were not attempted within the report date range. These numbers are the same as those appearing in the Email row of the Summary section titled Not Attempted. [+] Show NEVER_TRIED SCRIPT_SUCCESS SCRIPT_FAILED_PERMANENT SCRIPT_FAILED_TRANSIENT SCRIPT_NO_ACTION COMPLIANCE_DATE COMPLIANCE_REGION Total The total number of voice contacts that were not attempted.
Filtered	This section lists all filtered records that occurred within the report date range. The counts are message based, for example, if a record is filtered three times, once in each of three passes during a sub-campaign, it is counted as three instances. [+] Show SUPPRESSED_ACCOUNT EXCLUDED DUPLICATE_CLIENT CALL_PASS_REJECTED EXPIRED SUPPRESSED_ENTERPRISE_CALL_HIST SUPPRESSED_ACCOUNT_CALL_HIST SUPPRESSED_CAMPAIGN_CALL_HIST CHANNEL_TYPE_INCOMPATIBLE SUPPRESSED_ENTERPRISE DUPLICATE BLOCKED NOT_SUPPORTED NO_DEVICE INVALID_DEVICE EMAIL EMAIL_TEXT_MSG Total The total number of records that were filtered.

Completion Status	Description
Direct Connects	Total Calls Connected Average Duration (minutes) Total Duration (minutes)
Agent Disposition Codes	Disposition codes are defined within, and dependent upon, the script. They are selected by an agent using Agent Voice Portal during After Call Work. [+] Show The following disposition code group - Right Party Contact - and associated codes are shown as an examples of what might appear in the report. Right Party Contact Promise to PIF - Mail/Direct to Client Promise to PIF - Check Promise to PIF - Credit/Debit Card PP Arrangement - Mail/Direct to Client PP Arrangement - Check PP Arrangement - Credit/Debit Card No Commit / Ref to Pay Total The sum of all codes used from within the disposition code group.
Recipient Responses	Response Groups, defined in the script by the author, consist of a number of related Recipient Responses. The responses appear in this section in the order defined by the "rank" parameter in the script. [+] Show For each Response Group, the script author determines how the percentage is calculated. The options are: As % of live (this is the default and the most commonly used) As % of delivered (total of Live and Answering Machines) As % of all responses (to that response group) As % of attempted (total of all contact attempts) The following Recipient Responses are shown as examples of what might appear in the report. See About response groups for more information. Direct Connect In this example, Direct Connect is Response Group 1, with eight possible responses. See Direct Connect statuses for more information. Success No DC Lines Busy No Answer Client hangup during transfer Client hangup on hold Call center hangup on hold Other failure Total The sum of all Direct Connect attempts The following Recipient Responses are shown as examples of what might appear in the report. Right Party Verification In this example, Right Party Verification is Response Group 2, with three possible responses. Right Party Verified Take Message for Right Party Wrong Number to Reach Right Party Total The total number of contact attempts resulting in a Response Group 2 response. Click-through to foo.com Number of Click-throughs Total The total number of times the recipients clicked the embedded link. Click through to example.com Number of Click-throughs Total The total number of times the recipients clicked the embedded link.

Summary

The Summary report presents a summary of all contact attempts made to all contacts in the campaigns. The data from all attempts is combined, and the best status is returned. This report is most useful for voice-only campaigns.

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

Note that it is possible that, in the Contacts Available or the Best Contacts sections, the values in the campaign summary column on the left may not equal the sum of the values in the sub-campaign columns on the right. This is due to the fact that the campaign summary column on the left represents all of the contacts in the campaign, and a contact may be loaded into multiple sub-campaigns. If this is the case, the Best Contact for that contact would appear in each sub-campaign into which it is loaded, but only once in the summary.

Summary - HTML version

The HTML version of the Campaign 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 - XLS version

The campaign Summary columns on the left contain the same Best Contact data as the HTML version of this report, with one exception. Whereas the HTML version shows All Attempts usage results, the Usage Results data under the Campaign Summary columns is Best Contact data. The Usage Results section also has one value not shown on the HTML version:

Usage Results
- Connected—The number of unique contacts who achieved a connected status. This includes all contacts who achieved a Live Person, Answering Machine, Answering Machine Hangup, or Undelivered Machine result for their Best Contact attempt. For example, if there were three attempts to contact a person, and the results were two Answering Machine Hangups and one Live Person result, only the Live Person result is counted in this value, since it is the Best Contact result.Summary (campaign) report - XLS version

IMPORTANT

When running a campaign Summary report for a range of dates, the campaign data on the Excel version is for the specified date range. The data in the sub-campaign columns, however, is for the entire sub-campaign and is not restricted to the specified date range.

Activity

The Activity summary report provides high-level metrics for each voice sub-campaign in the campaign, such as penetration, total messages delivered, and average talk time.

[+] Show Activity report info.

The report heading includes the following:

Field Name	Description
Account	The account name.
Campaign	The campaign name.
Date Range	The beginning and ending dates of the reporting period.
Time Run	The time of day the report was run.
Sub-Campaign Name	The name of the sub-campaign.
Passes	Number of passes in the sub-campaign.
Last Pass Completed	Last pass completed for the sub-campaign as of the report’s run time.
Status	Status of the sub-campaign as of the report’s run date. For example, “Running”, “Done”, “Pending”.
First Attempt Date	Date and time of the first contact attempt.
Last Attempt Date	Date and time of the last contact attempt.
Available	Total number of records in list associated with sub-campaign.
Dialed	Number of actual dials made in sub-campaign.
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.
Messages Delivered as % of Accounts Attempted	The total number of successful deliveries divided by the total number of available contacts.
Total Messages Delivered	The number of delivered messages.
Avg. Msg. Delivered (Seconds)	Average length of delivered messages, in seconds.
Live Person	The number of messages delivered to a live person.
Live Person as % of Total	Live Person / Total Msgs Delivered
Answering Machines	The number of messages delivered to an answering machine.
Answering Machine as % of Total	Answering Machines / Total Msgs Delivered
Busy	The number of contact attempts that results in a busy signal.
No answer	The number of contact attempts that results in no answer.
Hang Up on Machine	The number of times the system reached an answering machine and hung up.
Undelivered Machine	The number of times the system reached an answering machine, voice mail, or automated attendant that did not allow us to deliver at least 10 seconds of the message, or the entire message if less than 10 seconds.
Not Connected	The number of times a contact was attempted but the message could not be delivered.
Bad Number	The number of times a contact was attempted but did not reach a live person, or answering machine.
Total Messages Not Delivered	The total number of times a contact was attempted but the message was not delivered.
Total DC Attempts	Total number of DC attempts.
DC Success	Number of successful DC attempts.
DC Success as % of Live	Number of successful DC attempts divided by number of live persons reached.
DC Fail	Number of failed DC attempts.
DC Fail as % of DC Attempts	Number of failed DC attempts divided by total number of DC attempts.
Average Ring (Seconds)	The average DC ring time, in seconds.
Average Hold (Seconds)	The average DC hold time, in seconds.
Average Talk (Seconds)	The average DC talk time, in seconds.

Activity with Est. Cost (xls)

This report presents high level metrics for each sub-campaign in the campaign, such as penetration, total messages delivered and average talk time. In addition, it includes information related to the estimated cost of the sub-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.>

[+] Show Activity with Est. Cost report info.

The campaign Activity with Est. Cost summary report includes the following fields:

Field Name	Description
Account	The account name.
Campaign	The campaign name.
Date Range	The beginning and ending dates of the reporting period.
Time Run	The time of day the report was run.
Sub-Campaign Name	The name of the sub-campaign.
Passes	Number of passes in the sub-campaign.
Last Pass Completed	Last pass completed for the sub-campaign as of the report’s run time.
Status	Status of the sub-campaign as of the report’s run date. For example, “Running”, “Done”, “Pending”.
First Attempt Date	Date and time of the first contact attempt.
Last Attempt Date	Date and time of the last contact attempt.
Available	Total number of records in list associated with sub-campaign.
Dialed	Number of actual dials made in sub-campaign.
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.
Messages Delivered as % of Accounts Attempted	The total number of successful deliveries divided by the total number of available contacts.
Total Messages Delivered	The number of delivered messages.
Avg. Msg. Delivered (Seconds)	Average length of delivered messages, in seconds.
Live Person	The number of messages delivered to a live person.
Live Person as % of Total	Live Person / Total Msgs Delivered
Answering Machines	The number of messages delivered to an answering machine.
Answering Machine as % of Total	Answering Machines / Total Msgs Delivered
Busy	The number of contact attempts that results in a busy signal.
No answer	The number of contact attempts that results in no answer.
Hang Up on Machine	The number of times the system reached an answering machine and hung up.
Undelivered Machine	The number of times the system reached an answering machine, voice mail, or automated attendant that did not allow us to deliver at least 10 seconds of the message, or the entire message if less than 10 seconds.
Not Connected	The number of times a contact was attempted but the message could not be delivered.
Bad Number	The number of times a contact was attempted but did not reach a live person, or answering machine.
Total Messages Not Delivered	The total number of times a contact was attempted but the message was not delivered.
Total DC Attempts	Total number of DC attempts.
DC Success	Number of successful DC attempts.
DC Success as % of Live	Number of successful DC attempts divided by number of live persons reached.
DC Fail	Number of failed DC attempts.
DC Fail as % of DC Attempts	Number of failed DC attempts divided by total number of DC attempts.
Average Ring (Seconds)	The average DC ring time, in seconds.
Average Hold (Seconds)	The average DC hold time, in seconds.
Average Talk (Seconds)	The average DC talk time, in seconds.
DC Success as a % of DCs Attempted	Successful DirectConnects divided by total attempted DirectConnects.
Cost	Estimated cost of the entire sub-campaign.
Cost per Attempted DC	Estimated cost divided by attempted DCs.
Cost per Successful DC	Estimated cost divided by successful DCs.
Cost per Attempt	Estimated cost divided by total attempts.

Contact Center Direct Connect

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).

The report provides a further breakdown of all DC failures, identifying the reason for, and description of, each failure.

[+] Show Contact Center Direct Connect report info.

The report is produced in PDF format.

The heading includes:

The name of the enterprise.

The name of the skill group.

The time-frame of the report.

The time the report was run.

A Contact Center DC Summary report contains the following fields:

Section	Field Name	Description
Call Center Summary (100% = <number of DC> transfers)	Transfer Number	The contact center DC number(s) to which calls were transferred.
	Total Count	The total number of calls transferred to the contact center at the specified transfer number.
	Success Count	The number of successful connections made to the contact center at this transfer number.
	% of Successful Attempt	The percent of all transferred calls that resulted in a successful connection to the transfer number.
	Failure Count	The number of transferred calls that did not result in a successful connection to the transfer number.
	% of Failed Attempt	The percent of all transferred calls that did not result in a successful connection to the transfer number.
	Avg Hold (mm:ss)	The average hold time, in minutes and seconds, experienced by a customer whose call was transferred to the contact center.
	Avg Talk (mm:ss)	The average talk time, in minutes and seconds, experienced by a client whose call was transferred to the contact center and answered by an agent.
	Totals:	The totals of each category across all transfer numbers in use at the contact center.
Failure Summary by Transfer Number	Transfer Number	The contact center DC number(s) to which calls were transferred.
	Total Failures	The number of transferred calls that did not result in a successful connection to the transfer number.
	No Lines Available	The number of transferred calls that did not result in a successful connection because no DC lines were available.
	Call Center Busy	The number of transferred calls that did not result in a successful connection because a busy signal at the contact center prevented the call from being completed.
	Call Center No Answer	The number of transferred calls that did not result in a successful connection because the contact center number rang for longer than 40 seconds with no answer.
	Client Hangup During Transfer	The number of transferred calls that did not result in a successful connection because the client hung up before the contact center answered the call.
	Client Hangup on Hold	The number of transferred calls that did not result in a successful connection because the client hung up while on hold with the contact center.
	Call Center Hangup on Hold	The number of transferred calls that did not result in a successful connection because the contact center hung up on the client while the client was on hold.
	Telecom Error	The number of transferred calls that did not result in a successful connection because of a Telecommunications error.
	Exceed Max Hold Time	The number of transferred calls that did not result in a successful connection because the maximum hold time was exceeded before the contact center answered the call.
	Failed to Connect	The number of transferred calls that did not result in a successful connection for a reason other than those listed.
	Totals:	The totals of each category across all transfer numbers in use at the contact center.
Transfer Listing Detail Transfer Listing for: <transfer number>	Account Number	The client ID.
	Phone Number	The phone number of the client.
	Failure Reason	The reason, from the above categories, that the connection failed.
	Date (mm/dd/yyyy)	The date the connection was attempted.
	Time (hh:mm)	The time the connection was attempted.
	Hold Duration (mm:ss)	The hold time, in minutes and seconds, experienced by the client.

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 Dialer Compliance Summary report info.

Inbound Response by Hour

The Inbound Response by Hour summary report is run on a campaign basis. The information is broken into Direct Connect results based on the local time of the recipient and is presented by the day of the week.

This report provides information pertaining to the time of day and the day of the week during which a customer is most likely to respond.

[+] Show Inbound Response by Hour report info.

Outbound Response by Hour

The Outbound Response by Hour summary report is run on a campaign basis. The information is broken into Direct Connect results based on the local time of the recipient and is presented by the day of the week.

This report provides information pertaining to the time of day and the day of the week during which a customer is most likely to respond.

[+] Show Outbound Response by Hour report info.

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.

[+] Show Service Summary report info.

The Service summary report includes the following fields:

Field Name	Description
SuperEnterprise	The name of the client's super enterprise.
SuperEnterpriseID	The ID number assigned to the client's super enterprise.
Enterprise	The name of the enterprise.
EnterpriseID	The ID number assigned to the client's enterprise.
Account	The name of the account.
AccountID	The ID number assigned to the client's account.
AccountTag	The client-assigned account identifier, either name or number, that aligns with the client's internal systems. In many cases, this will be blank.
Campaign	The name of the campaign.
SubCampaign	The name of the sub-campaign
SubCampaignType	The sub-campaign type, from the following list: Alert—Sub-campaign type 0, a non-interactive outbound message. An Alert sub-campaign can use the voice, text or email channel. Interactive—Sub-campaign type 1, an Interactive sub-campaign is voice only. Inbound—Sub-campaign type 2, an Inbound sub-campaign is voice only.
SubCampaignTypeID	The sub-campaign type ID, from the following list: 0 = Alert 1 = Interactive 2 = Inbound 3 = EBN
PassID	The pass ID.
StartDate	The start date and time, in GMT, of the pass.
CountryCode	The telephone country code of the country in which the device terminates.
DeviceType	The type of device being contacted, from the following list: Email—Device type 0, an email address, used in email sub-campaigns. Wireline—Device type 3, a landline phone number, used in voice sub-campaigns. SMS—Device type 4, a wireless, or mobile, phone number, used in text sub-campaigns. Wireless—Device type 13, a wireless, or mobile, phone number, used in voice campaigns.
DeviceTypeID	The device type ID, from the following list: 0 = Email 3 = Wireline 4 = SMS 13 = Wireless
ServiceType	Each Service Type has a unique billing increment and price identified in the billing system. The service type, as designated and priced in the client's contract, from the following list: Outbound Calling Service type 1, outbound calling with no DC. Billed per minute in six-second increments. Inbound Calling Service type 2, inbound calling. Billed per minute rounded up to six-second increments. Outbound Direct Connect Service type 3, outbound Direct Connect (C-side) call placed to a contact center or inbound IVR. Billed per minute rounded up to six-second increments. Inbound Direct Connect Service type 4, inbound DC call associated with an inbound toll free number set up by SoundBite; includes a Direct Connect (C-side) call placed to a contact center or inbound IVR. Billed per minute rounded up to six-second increments. Bad Numbers Service type 5, outbound call that does not successfully reach a recipient because the number is no longer in service, reaches a Fax machine, or is an invalid area code and exchange combination. These calls are typically charged at a flat 12 seconds. Answering Machine Hangups Service type 6, outbound call that reaches a voicemail or answering machine service and, by contact strategy, hangs up the line so that the number may be dialed later in an attempt to reach a live person. Email Service type 7, emails sent during an email sub-campaign. Client Management Services Service type 8, Client Management/Professional Services fees defined as a part of the contract. Outbound Text Service type 9, MT (Mobile Terminated) text messages. Inbound Text Service type 10, MO (Mobile Originated) message sent by a mobile phone user and received by the Engage platform ; typically in response to a MT message, or generated by marketing a keyword and shortcode. Reporting Service type 11, captures a report that has a billing aspect tied to it (for example, the List Profile report is billed on a per-record basis to clients who run this report). Outbound Text Failure Service type 12, undelivered outbound text messages. Dialer Service type 13, predictive dialing. Attempt Not Connected Service type 15, indicates an attempt was made, but the result was BUSY, NOANSWER or NOTCONNECTED.
ServiceTypeID	The service type ID, from the following list: 1 = Outbound Calling 2 = Inbound Calling 3 = Outbound Direct Connect 4 = Inbound Direct Connect 5 = Bad Numbers 6 = Answering Machine Hangups 7 = Email 8 = Client Management Services 9 = Outbound Text 10 = Inbound Text 11 = Reporting 12 = Outbound Text Failure 13 = Dialer 14 = Agent Seat 15 = Attempt Not Connected
CompletionStatus	The completion status from the following list: DELIVEREDPERSON Completion status ID = 1 Channel Type = Voice Rank = 8 The call reached a live person. DELIVEREDMACHINE Completion status ID = 7 Channel Type = Voice Rank = 7 A voice message was left on an answering machine or voicemail. BUSY Completion status ID = 14 Channel Type = Voice Rank = 4 The call reached a busy signal. NOANSWER Completion status ID = 15 Channel Type = Voice Rank = 4 The call rang but was not answered. A call is considered unanswered after approximately 55 seconds of ring time. AGENT_CONNECTED Completion status ID = 18 Channel Type = Voice Rank = 8 The agent was connected to the call. NOTCONNECTED Completion status ID = 19 Channel Type = Voice Rank = 3 The call attempt was not successful. This could occur for a variety of reasons, including "all circuits busy" conditions or local phone exchange difficulties. Associated NOTCONNECTED reason codes are as follows: TMS_ERROR_PROVIDER - The call attempt was not successful. This could occur for a variety of reasons, including "all circuits busy" conditions or local phone exchange difficulties originating with the telco provider TMS_ERROR_MEDIASERVER - The call attempt was not successful. This could occur for a variety of reasons within the telephony service. This indicates an error prior to dispatching to the telco provider. MACHINE_HANGUP Completion status ID = 26 Channel Type = Voice Rank = 5 The call reached an answering machine or voicemail, and hung up on it without leaving a message. CALL_BAD_NUMBER Completion status ID = 27 Channel Type = Voice Rank = 3 The call was attempted, but did not reach a live person or answering machine. For example, the call may have reached a number with a tri-tone special information tone (SIT) (for example, "this number has been disconnected" or "this number has changed"), or a modem. INBOUND_IVR_COMPLETED Completion status ID = 32 Channel Type = Voice Rank = 9 This was an inbound call. BADNUMBERFAX Completion status ID = 33 Channel Type = Voice, Text Rank = 3 The device reached a fax machine and no message was delivered. SENTEMAIL Completion status ID = 36 Channel Type = Email Rank = 7 An email message was sent. DELIVEREDPERSONRETRY Completion status ID = 38 Channel Type = Voice A call reached a live person during a retry. DELIVEREDMACHINERETRY Completion status ID = 39 Channel Type = Voice A call reached an answering machine during a retry. UNDELIVEREDMACHINE_54 Completion status ID = 41 Channel Type = Voice Rank = 5 The call reached an answering machine or automated attendant, and we were either unable to deliver the message, or the message was longer than 10 seconds and less than 10 seconds of the message was left on the answering machine. BADNUMBERUNASSIGNED Completion status ID = 42 Channel Type = Voice Rank = 3 The called number is valid, but currently not assigned to anyone (not in service). UNDELIVEREDMACHINE Completion status ID = 44 Channel Type = Voice Rank = 5 The call reached an answering machine or automated attendant, and we were either unable to deliver the message, or the message was longer than 10 seconds and less than 10 seconds of the message was left on the answering machine. DYNAMIC_MACHINE_HANGUP Completion status ID = 46 Channel Type = Voice Rank = 5 The call reached an answering machine or voicemail, and hung up on it without leaving a message because the defined maximum number of delivered answering machine messages has been reached for the contact. TEXT_MSG_SENT Completion status ID = 50 Channel Type = Text Rank = 8 The text message was delivered. TEXT_MSG_FAILED 51 Completion status ID = Channel Type = Text Rank = 8 The attempt failed.
CompletionStatusID	The completion status ID, from the following list: 1 = DELIVEREDPERSON 7 = DELIVEREDMACHINE 14 = BUSY 15 = NOANSWER 18 = AGENT_CONNECTED 19 = NOTCONNECTED 26 = MACHINE_HANGUP 27 = CALL_BAD_NUMBER 32 = INBOUND_IVR_COMPLETED 33 = BADNUMBERFAX 36 = SENTEMAIL 38 = DELIVEREDPERSONRETRY 39 = DELIVEREDMACHINERETRY 41 = UNDELIVEREDMACHINE 42 = BADNUMBERUNASSIGNED 44 = UNDELIVEREDMACHINE 46 = DYNAMIC_MACHINE_HANGUP 50 = TEXT_MSG_SENT 51 = TEXT_MSG_FAILED 72 = INBOUND_IVR_LOCAL_CONN_COMPLETED
ChannelType	The channel type, from the following list: Report—Channel type ID 0, reporting channel. Voice—Channel type ID 1, voice channel. Email—Channel type ID 2, email channel. Text—Channel type ID 3, text channel. Dialer—Channel type ID 4, voice channel using the hosted dialer.
ChannelTypeID	The channel type ID, from the following list: 0 = Report 1 = Voice 2 = Email 3 = Text 4 = Dialer
ServiceClass	The name of the service class, based on Channel Type. Within the Services class, "Dialer" is separated out from "Voice." Both are further divided by the agent connection type: C-side connection identifying that the call goes to the agent and A-side connection indicating that the call goes out to the consumer. Each connection type is further refined to indicate time spent in different states - Idle, Ring/Hold, Talking and After Call Work. When the Channel Type = 0, Report, the service class is from the following list: Mobile Verification Report Service class ID = 0, Mobile Verification Report List Profile Report Service class ID = 1, List Report Recording Service class ID = 2, Recording When the Channel Type = 1, Voice, the service class is from the following list: Voice Legacy/Remote Service class ID = 0, Voice - A-Side Voice Legacy/Remote Local Connect Service class ID = 1, Voice - A-Side Local Connect Voice Legacy/Remote Service class ID = 2, Voice - C-Side to Standard Skill Group Voice Dial Out Enhanced Idle Service class ID = 3, Voice - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them. (Idle) Voice Dial Out Enhanced Ringing/Holding Service class ID = 4, Voice - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them. (Ring/Hold) Voice - Dial Out Enhanced Talking Service class ID = 5, Voice - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them. (Talking) Voice - Dial Out Enhanced ACW Service class ID = 6, Voice - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them. (After Call Work) Voice - Dial In Enhanced Idle Service class ID = 7, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Idle) Voice - Dial In Enhanced Ringing/Holding Service class ID = 8, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Ring/Hold) Voice - Dial In Enhanced Talking Service class ID = 9, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Talking) Voice - Dial In Enhanced ACW Service class ID = 10, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (After Call Work) Voice - Dial In Toll Free Enhanced Idle Service class ID = 11, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Free Number (Idle) Voice - Dial In Toll Free Enhanced Ringing/Holding Service class ID = 12, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Free Number (Ring/Hold) Voice - Dial In Toll Free Enhanced Talking Service class ID = 13, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Free Number (Talking) Voice - Dial In Toll Free Enhanced ACW Service class ID = 14, Voice - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Free Number (After Call Work) Voice - Dial Out Toll Free Enhanced Idle Service class ID = 15, Voice - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Idle) Voice - Dial Out Toll Free Enhanced Ringing/Holding Service class ID = 16, Voice - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Ring/Hold) Voice - Dial Out Toll Free Enhanced Talking Service class ID = 17, Voice - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Talking) Voice - Dial Out Toll Free Enhanced ACW Service class ID = 18, Voice - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (After Call Work) When the Channel Type = 2, Email, the service class is from the following list: Email Service class ID = 0, Email messages. When the Channel Type = 3, Text, the service class is from the following list: Standard Text Service class ID = 1, Text - standard rate text messages. FTEU Text Service class ID = 2, Text - Free to End User text messages. When the Channel Type = 4, Dialer, the service class is from the following list: Dialer Service class ID = 0, Dialer - C-Side Standard Skill Group Dialer Local Connect Service class ID = 1, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (Idle) Dialer Dial Out Enhanced Idle Service class ID = 3, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (Idle) Dialer Dial Out Enhanced Ringing/Holding Service class ID = 4, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (Idle) Dialer Dial Out Enhanced Talking Service class ID = 5, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (Talking) Dialer Dial Out Enhanced ACW Service class ID = 6, Dialer - C-Side to Enhanced Skill Group where agents are connected by Soundbite dialing out to them (After Call Work) Dialer Dial In Enhanced Idle Service class ID = 7, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Idle) Dialer Dial In Enhanced Ringing/Holding Service class ID = 8, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Ring/Hold) Dialer Dial In Enhanced Talking Service class ID = 9, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (Talking) Dialer Dial In Enhanced ACW Service class ID = 10, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll Number (After Call Work) Dialer Dial In Toll Free Enhanced Idle Service class ID = 11, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll FREE Number (Idle) Dialer Dial In Toll Free Enhanced Ringing/Holding Service class ID = 12, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll FREE Number (Ring/Hold) Dialer Dial In Toll Free Enhanced Talking Service class ID = 13, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll FREE Number (Talking) Dialer Dial In Toll Free Enhanced ACW Service class ID = 14, Dialer - C-Side to Enhanced Skill Group where agents are connected by agents dialing into SoundBite using a Dial In Toll FREE Number (After Call Work) Dialer Dial Out Toll Free Enhanced Idle Service class ID = 15, Dialer - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Idle) Dialer Dial Out Toll Free Enhanced Ringing/Holding Service class ID = 16, Dialer - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Ring/Hold) Dialer Dial Out Toll Free Enhanced Talking Service class ID = 17, Dialer - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (Talking) Dialer Dial Out Toll Free Enhanced ACW Service class ID = 18, Dialer - C-Side to Enhanced Skill Group where agents are connected by SoundBite dialing out to them using a Toll Free Number (After Call Work)
ServiceClassID	The service class ID, based on Channel Type. When the Channel Type = 0, Report, the service class ID is from the following list: 0 = Mobile Verification Report 1 = List Profile Report When the Channel Type = 1, Voice, the service class ID is from the following list: 0 = Voice Legacy/Remote 1 = Voice Legacy/Remote Local Connect 2 = Voice Legacy/Remote 3 = Voice Dial Out Enhanced Idle 4 = Voice Dial Out Enhanced Ringing/Holding 5 = Voice Dial Out Enhanced Talking 6 = Voice Dial Out Enhanced ACW 7 = Voice Dial In Enhanced Idle 8 = Voice Dial In Enhanced Ringing/Holding 9 = Voice Dial In Enhanced Talking 10 = Voice Dial In Enhanced ACW 11 = Voice Dial In Toll Free Enhanced Idle 12 = Voice Dial In Toll Free Enhanced Ringing/Holding 13 = Voice Dial In Toll Free Enhanced Talking 14 = Voice Dial In Toll Free Enhanced ACW 15 = Voice Dial Out Toll Free Enhanced Idle 16 = Voice Dial Out Toll Free Enhanced Ringing/Holding 17 = Voice Dial Out Toll Free Enhanced Talking 18 = Voice Dial Out Toll Free Enhanced ACW When the Channel Type = 2, Email, the service class ID is from the following list: 0 = Email When the Channel Type = 3, Text, the service class ID is from the following list: 1 = Standard Text 2 = FTEU Text When the Channel Type = 4, Dialer, the service class ID is from the following list: 0 = Dialer 1 = Dialer Local Connect 3 = Dialer Pass Dial Out Enhanced Idle 4 = Dialer Pass Dial Out Enhanced Ringing/Holding 5 = Dialer Pass Dial Out Enhanced Talking 6 =Dialer Pass Dial Out Enhanced ACW 7 = Dialer Pass Dial In Enhanced Idle 8 = Dialer Pass Dial In Enhanced Ringing/Holding 9 = Dialer Pass Dial In Enhanced Talking 10 = Dialer Pass Dial In Enhanced ACW 11 = Dialer Pass Dial In Toll Free Enhanced Idle 12 = Dialer Pass Dial In Toll Free Enhanced Ringing/Holding 13 = Dialer Pass Dial In Toll Free Enhanced Talking 14 = Dialer Pass Dial In Toll Free Enhanced ACW 15 = Dialer Dial Out Toll Free Enhanced Idle 16 = Dialer Dial Out Toll Free Enhanced Ringing/Holding 17 = Dialer Dial Out Toll Free Enhanced Talking 18 = Dialer Dial Out Toll Free Enhanced ACW
UnitType	The name of the unit type, from the following list: Duration—The duration of the message, in seconds. Messages—The number of messages. Messages (@12s)—The number of messages billed at the minimum of 12 second rate.
Messages	The number of messages.
DurationSecs	The duration, in seconds.

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.

[+] Show report info.

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	See Completion statuses for a full listing.
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 v17 and All Contacts v17

The All Attempts v17 (campaign and sub-campaign) report is the same as the All Contacts v17 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 v17 (campaign and sub-campaign) report is the same as the All Attempts v17 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.

[+] Show report info.

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	See Completion statuses for a full listing.
	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.
	LastState	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	DCAgentID	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.
Billing reconciliation	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.
Information Capture	MessageVars	If the script included any message variables, those details are included here in JSON format.

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.

[+] Show report info.

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
	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	See Completion statuses for a full listing.
	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.
Agent Transfer	DCInfo	Information about Direct Connects and agent transfers, in JSON format.
Information Capture These fields are all in JSON format.	ResponseGroups	If the voice or email script included any interactive questions or other response tracking mechanisms, those details are included here in JSON format.
	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.
	Dispositions	If the script included any agent dispositions, those details are included here in JSON format.
	NameCapture	The data captured from a script that used the Name Capture feature.
	AddressCapture	The data captured from a script that used the Address Capture feature.
	PhoneCapture	The data captured from a script that used the Phone Capture feature.
	EmailCapture	The data captured from a script that used the Email Capture feature.
	CreditCardCapture	The data captured from a script that used the Credit Card Capture feature.
	CurrencyCapture	The data captured from a script that used the Currency Capture feature.
Recordings	RecordingInfo	Information about each recording created during the call, in JSON format. [Note: This field is blank in the Engage 11.0.2 release; the field will be populated with a subsequent release.]
Billing reconciliation	ClientBillable	Six-second rounded non-agent portion of a voice contact attempt.
Billing reconciliation	AgentBillable	Six second rounded agent portion of a voice contact attempt.

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.

[+] Show report info.

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.

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'.

[+] Show report info.

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	See Completion statuses for a full listing.
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).

[+] Show report info.

Contact Center Direct Connect

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).

The report provides a further breakdown of all DC failures, identifying the reason for, and description of, each failure.

[+] Show report info.

The report is produced in PDF format.

The heading includes:

The name of the enterprise.

The name of the skill group.

The time-frame of the report.

The time the report was run.

A Contact Center DC Summary report contains the following fields.

Summary Type	Field Name	Description
Call Center Summary (100% = <number of DC> transfers)	Transfer Number	The contact center DC number(s) to which calls were transferred.
	Total Count	The total number of calls transferred to the contact center at the specified transfer number.
	Success Count	The number of successful connections made to the contact center at this transfer number.
	% of Successful Attempt	The percent of all transferred calls that resulted in a successful connection to the transfer number.
	Failure Count	The number of transferred calls that did not result in a successful connection to the transfer number.
	% of Failed Attempt	The percent of all transferred calls that did not result in a successful connection to the transfer number.
	Avg Hold (mm:ss)	The average hold time, in minutes and seconds, experienced by a customer whose call was transferred to the contact center.
	Avg Talk (mm:ss)	The average talk time, in minutes and seconds, experienced by a client whose call was transferred to the contact center and answered by an agent.
	Totals:	The totals of each category across all transfer numbers in use at the contact center.
Failure Summary by Transfer Number	Transfer Number	The contact center DC number(s) to which calls were transferred.
	Total Failures	The number of transferred calls that did not result in a successful connection to the transfer number.
	No Lines Available	The number of transferred calls that did not result in a successful connection because no DC lines were available.
	Call Center Busy	The number of transferred calls that did not result in a successful connection because a busy signal at the contact center prevented the call from being completed.
	Call Center No Answer	The number of transferred calls that did not result in a successful connection because the contact center number rang for longer than 40 seconds with no answer.
	Client Hangup During Transfer	The number of transferred calls that did not result in a successful connection because the client hung up before the contact center answered the call.
	Client Hangup on Hold	The number of transferred calls that did not result in a successful connection because the client hung up while on hold with the contact center.
	Call Center Hangup on Hold	The number of transferred calls that did not result in a successful connection because the contact center hung up on the client while the client was on hold.
	Telecom Error	The number of transferred calls that did not result in a successful connection because of a Telecommunications error.
	Exceed Max Hold Time	The number of transferred calls that did not result in a successful connection because the maximum hold time was exceeded before the contact center answered the call.
	Failed to Connect	The number of transferred calls that did not result in a successful connection for a reason other than those listed.
	Totals:	The totals of each category across all transfer numbers in use at the contact center.
Transfer Listing Detail Transfer Listing for: <transfer number>	Account Number	The client ID.
	Phone Number	The phone number of the client.
	Failure Reason	The reason, from the above categories, that the connection failed.
	Date (mm/dd/yyyy)	The date the connection was attempted.
	Time (hh:mm)	The time the connection was attempted.
	Hold Duration (mm:ss)	The hold time, in minutes and seconds, experienced by the client.

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.

[+] Show report info.

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
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.

Scheduled Follow-up

The Scheduled Follow-up detail report allows clients to track the progress of follow-up calls made by their agents. The requesting and actual agents, client called and disposition of follow-up calls are examples of some of the data stored in this report.

[+] Show report info.

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.

[+] Show report info.

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

Text Opt-out

The Text Opt-out detail report contains a record for each consumer who opts out of a text campaign.

[+] Show report info.

Field Name	Description
Day	The report consists of up to 7 tables, one for each day of the week.
Local Delivery Time	The time of day, local to the call recipient, not the contact center.
Total Attempts	Total outbound dials made for this campaign for the particular day/time combination.
Live Attempts	Total dials that resulted in reaching a live person.
% of Total	Percent of total dials that resulted in reaching a live person.
Total DCs	Total DC attempts for the particular period in time.
% of All Attempts	Percent of all attempts during the hour that resulted in a DC attempt.
% of Live	Percent of live attempts during the hour that resulted in a DC attempt.
Successful DCs	Number of successful Direct Connects (status = DC_SUCCESS) for the hour.
% of DC	Percent of total DC attempts that resulted in a successful DC. This value provides insight into the time of day during which customers are most likely to respond, allowing you to evaluate whether the contact center is staffed appropriately to meet the demand.

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)
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	Genesys 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

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.

Campaign Reports

Contents

Campaign Summary Reports

Multi-channel Summary

Channel Specific Information

Completion Statuses

Direct Connect

Right Party Verification

Click-through to foo.com

Click through to example.com

Summary

Summary - HTML version

Summary - XLS version

Activity

Activity with Est. Cost (xls)

Contact Center Direct Connect

Dialer Compliance Summary

Inbound Response by Hour

Outbound Response by Hour

Service Summary

Campaign Detail Reports

Best Contact

All Attempts v17 and All Contacts v17

All Attempts v16 and All Contacts v16

Client Recording and Client Recording Manifest

Dialer

Contact Center

Contact Center Direct Connect

Dialer Compliance Detail

Scheduled Follow-up

Session Transfer

Text Opt-out

Contact

Genesys

Customer Care

Legal