|
Report Name
|
Explanation
|
|
Abandoned
|
Number of abandoned calls
|
|
Abandoned %
|
Abandoned calls divided by connected calls
|
|
Admin Hrs
|
Activity selected from log off reason list in Agent Desktop*
|
|
Agent Name
|
Name of agent
|
|
Available leads
|
Total leads still available in campaign/Customer/queue
|
|
Available leads %
|
% of leads still available against total in campaign/Customer/queue
|
|
Average dials available
|
Average number of dials made on available leads
|
|
Average dials outcomes
|
Average number of dials made on completed leads
|
|
Avg abandoned
|
Average seconds for caller to hang up
|
|
Avg Answer(s)
|
Average time taken to answer call
|
|
Avg Talk Time(s)
|
Average time connected to call
|
|
Avg Talk + Wrap
|
Talk time + time taken to wrap call
|
|
Break Hrs
|
Activity selected from log off reason list in Agent Desktop *
|
|
Call ID
|
DXI unique caller ID
|
|
Call Type
|
DXI outcome
|
|
Calls
|
Total calls in category
|
|
Campaign
|
Campaign name
|
|
CLI
|
Phone number called from
|
|
Coaching Hrs
|
Activity selected from log off reason list in Agent Desktop *
|
|
Completes
|
Number of calls dispositioned as completed by agent
|
|
Completes %
|
Percentage of connected calls dispositioned as completed by agent
|
|
Connection %
|
Percentage of dial connections against dials made
|
|
Connections
|
Number of successful dial attempts connected to an agent
|
|
Conversion rate
|
Sales divided by DMC
|
|
Convert %
|
Percentage of calls marked as DMC that resulted in a sale by agent
|
|
CS Shift Hours
|
Time spent in CallScripter in hours and minutes
|
|
Customer
|
Customer Name
|
|
D.p.H
|
Dial attempts per agent hour
|
|
DDI
|
Direct dial in number
|
|
Description
|
Call disposition description
|
|
Dial available
|
Total dials made on leads still available
|
|
Dial outcomes
|
Total dials made on completed leads
|
|
Dialler Hrs
|
Activity selected from log off reason list
|
|
Dialler Shift Hours
|
Total time from dialler logs including breaks in hours and minutes
|
|
Dials
|
Number of dial attempts made
|
|
Dials available
|
Numbers left to call
|
|
Diverted
|
Number of calls diverted from outside party
|
|
DMC %
|
Percentage of connected calls dispositioned as DMC by agent
|
|
DMC p.h
|
Decision makers contacted per agent hour
|
|
DMCs
|
Number of calls dispositioned as DMC by agent
|
|
Duration(s)
|
Call duration in seconds
|
|
Employee Number
|
Agent's employee number
|
|
Existing customers
|
Total leads dispositioned as existing customers
|
|
Handled
|
Calls answered by agent
|
|
Handled %
|
Percentage of calls answered by agent
|
|
Handled <20s
|
% of calls answered under 20 seconds
|
|
Handled >20s
|
% of calls answered over 20 seconds
|
|
Hour
|
Hour of event occurrence
|
|
Hours
|
Total hours spent
|
|
Hours %
|
% agent hours spent dealing with disposition selected
|
|
Inbound Timestamp
|
Dialler time stamp
|
|
Leads
|
Total leads in campaign
|
|
Listen
|
Listen to call recording
|
|
Log off
|
Time logged out (CallScripter)
|
|
Logon Time
|
Time logged in (CallScripter)
|
|
Lunch Hrs
|
Activity selected from log off reason list in Agent Desktop *
|
|
Max Answer(s)
|
Longest connected call waiting seconds
|
|
Mobile Count
|
Total mobiles in campaign
|
|
Mobile pct
|
Mobile percentage
|
|
No DMC Closed
|
DMC not reached and closed
|
|
Non Converted
|
Dmc reached but no sale
|
|
Offered
|
Total calls passed to agent through dialler or ACD
|
|
Outbound Timestamp
|
Dialler time stamp
|
|
Outcome
|
Agent outcome selected
|
|
Personal Hrs
|
Activity selected from log off reason list in Agent Desktop *
|
|
Phone Count
|
Total landlines in campaign
|
|
Phone Hrs
|
Total agent phone hours spent on Customer/campaign/dialler
|
|
Queue
|
Name of call list
|
|
Revenue
|
Products sold £
|
|
Revenue p.h
|
Products sold per agent hour
|
|
S.p.h
|
Calls dispositioned as sale per agent hours
|
|
Sales
|
Calls dispositioned as sale
|
|
Shift Var
|
Variance of CallScripter hours and dialler hours
|
|
Talk %
|
Percentage of dialler time spent connected to a live call
|
|
Team
|
Team name
|
|
Tot Talk Time(m)
|
Total talk time (minutes)
|
|
Total %
|
% of outcome dispositioned by agent
|
|
Total Conversion %
|
Product sales divided by DMC %
|
|
Total dials
|
Total dials made on campaign
|
|
Total Hrs
|
Activity selected from log off reason list
|
|
Total outcomes
|
Total completed leads
|
|
Total Sales
|
Number of products sold
|
|
Train Hrs
|
Activity selected from log off reason list in Agent Desktop *
|
|
Unavailable %
|
Percentage of time spent in CallScripter but not logged into dialler
|
|
Unavailable Hours
|
Time spent in CallScripter not logged onto dialler in hours and minutes.
|
|
Wait %
|
Percentage of dialler time spent waiting for a call
|
|
Wrap %
|
Percentage of dialler time spent wrapping up calls
|
|
Wrap Time (s)
|
Wrap time (seconds)
|
|
Xsell %
|
Multiple sales percentage
|
