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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

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
[+] Not 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
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
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
Not Attempted This section lists all contacts that were not attempted within the report date range.
[+] Show
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
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
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
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


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
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

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
[+] Messages Not Delivered
[+] Direct Connect Results
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
[+] Messages Not Delivered
[+] Direct Connect Results
[+] Usage Results
[+] Recipient Responses
[+] Right Party Verification
[+] Direct Connect Verified

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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