Historical Reports
Historical Reports are generated from past data up to the immediate preceding 15-minute interval. These reports are based on data refreshed every 15 minutes and can either be viewed or saved in a comma-separated value (csv) format.
Click Menu pane on the left to see the Historical Reports page.
in theHistorical Report Filter Criteria
The reports module of the application comes with a powerful filter that allows a user to have a look at a macro view of the contact center and drill down to the micro level of a contact, call, or an agent.
Historical Time Zone Filter
You can generate historical reports for specific time zones. Select the time zone from the TimeZone drop-down before selecting any other filtering criteria.
You can select the following time periods for a time zone:
Feature |
Description |
---|---|
Today |
Generates the report for the current date. |
Yesterday |
Generates the report for previous day up to midnight. |
This Week, |
Generates the report from Monday to the current day. |
This Month |
Generates the report from the first of the calendar month to the current day. |
Custom |
Generates the report for a date range. Select the Start Date and End Date from the calendar controls. |
Note |
This filter is an optional configuration. The property |
Other Filter Criteria for Historical Reports
The filter conditons are as follows:
-
Global List: All global lists are displayed for selection. Both single and multiple selection allowed. To select all global lists, select the Select All check box.
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Campaign Group: All campaign groups that contain contacts for the selected global lists are populated. Both single and multiple selection allowed. To select all campaign groups, select the Select All check box.
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Campaign: All campaigns that contain contacts for the selected campaign groups are populated. Both single and multiple selection allowed. To select all campaigns, select the Select All check box.
Note |
A single campaign selection allows filter to the next levels. If you select multiple campaigns, filtering to next level is disabled. View the reports at this level. |
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List: All the contact lists uploaded for this campaign are populated. Both single and multiple selection allowed. To select all lists, select the Select All check box.
Note |
Lists are populated for the default date on the date panel, that is, current day. To select more lists, select dates from the Date panel and click OK. Select the required lists for the report, from those populated. |
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CSS Group: All Contact Selection Strategies (CSS) applicable for the selected lists are available for selection. Both single and multiple selection allowed. To select all CSS groups, select the Select All check box.
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CSS Group Condition: The conditions for the above CSS Groups are populated and available for selection. Both single and multiple selection allowed. To select all conditions, select the Select All check box.
At any stage of the filter selection above, click the Search button to populate items of a specific string.
At any stage of the filter selection, click the Show Records button to populate the report with records up to that level of selection.
You can revert directly to the Campaign level from wherever you are in selecting your filters. Beyond this, you have to deselect the campaigns to revert to Campaign Group, and deselect the campaign groups to revert to the Global List level.
Note |
It is possible that each report can have different columns depending on the filter criteria chosen. |
The following Historical Reports are available:
Call Outcome
The Call Outcome report shows the number of contacts for each selected telephony outcome from the contacts dialed.
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Specify the following input parameters:
Parameter
Description
Time period
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Today: Generates the report for the current date.
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Yesterday: Generates the report for previous day up to midnight.
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This Week: Generates the report from Monday to the current day.
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This Month: Generates the report from the first of the calendar month to the current day.
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Custom:
Generates the report for a date range. Select the Start Date and End Date from the calendar controls.
Channel
Select from Voice, SMS, or Email.
Shared List
select this checkbox if you want the report for a shared-list campaign.
Target Campaign
Select the Target Campaign if you are selecting the Shared List campaign checkbox. This fetches the results for the selected outcomes in the Target Campaigns.
Outcome Type
Select the outcome type.
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Outcome Detail lists the contact-wise outcomes for each contact for the selected outcomes and campaigns.
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Outcome Summary lists a one-line summary for each outcome for each campaign. Select the Pivot checkbox. The Pivot checkbox transposes the columns and rows. With the Pivot selected, the report lists the outcomes in rows, the count of outcomes in columns, one column for each selected campaign.
Note The Pivot option is applicable only if you select Campaigns in the filter criteria, and not for Global Lists or Campaign Groups.
Outcome
Select the Outcome from all the configured Telephony outcomes displayed in the drop-down. Use the Select All Outcomes option to select all the outcomes. You can also select multiple outcomes.
Filter Criteria
Select the filter criteria. For more information, see Historical Report Filter Criteria.
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Click Show Records to populate the report.
The report includes the following information in the detail mode.
Parameter
Description
Campaign Group
The Campaign Group for which the report is rendered.
Campaign
The Campaign for which the report is rendered.
List ID
The List ID to which this data belongs.
Outcome
The outcome for this call.
Outcome
The outcome for the call.
Call Start Date & Time
The call commencement date and time.
Call End Date & Time
The call completion date and time.
Business Fields (1-25)
All configured business fields are listed at one business field per column.
Call Mode
The mode on which the call was made.
Dialed Number
The number to which the call was made.
Agent ID
The agent ID of the agent who handled this call.
Agent Name
The name of the agent who handled this call.
Duration
The call duration, in seconds.
Target Value
The value set by the agent for this call.
Lead Score
The lead score set at the end of the call.
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You can do the following:
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Click the Search button to filter the report based on the search string.
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Click the Expand and the Collapse buttons to expand to the entity level and collapse the report to the group level, respectively.
-
Click Export to export the contents of the report into a comma-separated value (csv) file.
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-
Use the Report Options to perform the following actions.
-
Export all data - the entire report - to a csv file
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Export visible data - the current page - to a csv file.
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Select the columns that you want to be displayed in the report. You can toggle between showing the columns and hiding those.
-
-
The report includes the following information in the summary mode:
Parameter
Description
Global List
The Global List for which the report is rendered.
This column is available only if selected as part of filter criteria.
Campaign
The Campaign for which the report is rendered.
Outcome(s)
The number of calls having these outcomes. Each outcome is listed as a column.
-
The report contains the following information in the Summary - Pivot report type:
Parameter
Description
Outcome(s)
The number of calls having these outcomes. Each outcome is listed as a column.
Campaign
The Campaign for the record. The campaigns are shown at one for each column.
Campaign Summary
The Campaign Summary report provides a snapshot of a campaign for the selected filter conditions.
You can choose from three view types:
-
The Contacts and Attempts view provides both contacts and attempts related summary for the selected date range and campaigns. For more information, see View Campaign Summary Reports for Contacts and Attempts.
-
The Contacts view does not require any date range. This view type provides the contact related summary for the selected campaigns. For more information, see View Campaign Summary Reports for Contacts.
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The Attempts view requires a date range. This view type provides attempt related summary for the the selected campaigns For more information, see View Campaign Summary Reports for Attempts.
View Campaign Summary Reports for Contacts and Attempts
To view the Campaign Summary Report when you select both Contacts and Attempts views:
Procedure
Step 1 |
In the Historical Reports, from the Campaign Summary Parameters, select View Type as Contacts and Attempts. |
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Step 2 |
In the Campaign Summary Parameters, select the time period. For more information see, Historical Time Zone Filter. |
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Step 3 |
Select a channel. |
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Step 4 |
(Optional) If you want a report for a shared-list campaign, select Shared List. |
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Step 5 |
(Optional) Select the Target Campaign from the drop-down list.
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Step 6 |
Select a filtering criteria. The available options are Campaign and List. |
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Step 7 |
Click Show Records. The report appears. It contains the following details:
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Step 8 |
(Optional) Click Search to filter the report based on the search string. |
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Step 9 |
(Optional) Click Expand and Collapse to expand the report to the entity level and collapse the report to the group level, respectively. |
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Step 10 |
(Optional) Click Export to export the contents of the report into a comma-separated value (csv) file. |
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Step 11 |
(Optional) Click the icon on the right to:
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View Campaign Summary Reports for Contacts
To view the Campaign Summary Report when you select the Contacts view:
Procedure
Step 1 |
In the Historical Reports, from the Campaign Summary Parameters, select View Type as Contacts. |
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Step 2 |
In the Campaign Summary Parameters, select the time period. For more information see, Historical Time Zone Filter. |
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Step 3 |
Select a channel. |
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Step 4 |
(Optional) If you want a report for a shared-list campaign, select Shared List. |
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Step 5 |
(Optional) Select the Target Campaign from the drop-down list.
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Step 6 |
Select a filtering criteria. The available options are Campaign and List. |
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Step 7 |
Click Show Records. The report appears. It contains the following details:
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Step 8 |
(Optional) Click Search to filter the report based on the search string. |
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Step 9 |
(Optional) Click Expand and Collapse to expand the report to the entity level and collapse the report to the group level, respectively. |
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Step 10 |
(Optional) Click Export to export the contents of the report into a comma-separated value (csv) file. |
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Step 11 |
(Optional) Click the icon on the right to:
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View Campaign Summary Reports for Attempts
To view the Campaign Summary Report when you select the Attempts view:
Procedure
Step 1 |
In the Historical Reports, from the Campaign Summary Parameters, select View Type as Attempts. |
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Step 2 |
In the Campaign Summary Parameters, select the time period. For more information see, Historical Time Zone Filter. |
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Step 3 |
Select a channel. |
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Step 4 |
(Optional) If you want a report for a shared-list campaign, select Shared List. |
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Step 5 |
(Optional) Select the Target Campaign from the drop-down list.
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Step 6 |
Select a filtering criteria. The available options are Campaign and List. |
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Step 7 |
Click Show Records. The report appears. It contains the following details:
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Step 8 |
(Optional) Click Search to filter the report based on the search string. |
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Step 9 |
(Optional) Click Expand and Collapse to expand the report to the entity level and collapse the report to the group level, respectively. |
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Step 10 |
(Optional) Click Export to export the contents of the report into a comma-separated value (csv) file. |
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Step 11 |
(Optional) Click the icon on the right to:
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Do Not Call (DNC) Blocked
The Do Not Call (DNC) Blocked report lists the contact numbers and the mode for contacts that are blocked from dialing due to DNC restriction.
Complete the input parameters as detailed below:
-
Select the time period from:
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Today, for report data pertaining to the current date.
-
Yesterday, for report pertaining to the previous day up to midnight.
-
This Week, for report data from Monday through the current day.
-
This Month, for report data from the first of the calendar month through the current day.
-
Custom, for report data for a date range as per the Start Date and End Date chosen.
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Select a Channel from Voice, SMS, or Email.
-
If you want the report for a shared-list campaign, select the Shared List check box. Select the Target Campaign if you are selecting the Shared List campaign check box. This fetches the results for the selected outcomes in the Target Campaigns.
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Select the Other Filter Criteria for Historical Reports. Applicable filter criteria are Campaign and List.
Click the Show Records button to populate the report.
The report includes the following information;
Field |
Description |
---|---|
Campaign ID |
The Campaign ID for which the report is rendered. |
List ID |
The List ID to which this data belongs. |
Contact ID |
The Contact ID for this entry in the report. |
Agent Name |
The name of the agent handling this call. |
Mode ID |
The mode on which the call was supposed to be dialed. |
Contact Number |
The contact number that is blocked from dialing due to compliance restrictions. |
Blocked on |
The date and time the contact was marked as DNC and blocked from dialing. |
DNCBusinessField |
The business field based on which the contact is marked as a DNC contact. |
BlockedBy |
The field based on which the contact is marked as DNC. For example, phone number, business field, and so on. |
Click the Search button to filter the report based on the search string.
Click the Expand and the Collapse buttons to expand to entity level and collapse the report to group level, respectively.
Click Export to export the contents of the report into a comma-separated value (csv) file.
Use the Report Options menu on the far right of the report header line to perform the following actions:
-
Export all data - the entire report - to a csv file
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Export visible data - the current page - to a csv file.
-
Select the columns you want displayed on the report. You can toggle between showing the columns and hiding those.
Contact Attempt Report
To view the report:
Procedure
Step 1 |
In the Contact Attempts report, select the time period. For more information, see Historical Time Zone Filter. |
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Step 2 |
Select a channel. |
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Step 3 |
Select a Report Type from the following:
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Step 4 |
(Optional) Select Shared List.
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Step 5 |
(Optional) Select the Target Campaign from the drop-down.
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Step 6 |
Select a filter criteria. The available options are Campaign, List, CSS Group, CSS Group Condition, and Other Options.
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Step 7 |
Enter the details for the following Other Options:
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Step 8 |
Click Show Records. The report appears. It has the following details:
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Step 9 |
(Optional) You can also do the following:
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Step 10 |
(Optional) Use the Report Options to perform the following actions:
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Abandoned Percentage
The Abandoned Percentage shows the percentage of abandoned calls for the selected filter criteria.
Complete the input parameters as detailed below:
-
Select the time period from:
-
Today, for report data pertaining to the current date.
-
Yesterday, for report pertaining to the previous day up to midnight.
-
This Week, for report data from Monday through the current day.
-
This Month, for report data from the first of the calendar month through the current day.
-
Custom, for report data for a date range as per the Start Date and End Date chosen.
-
-
Select a Channel from Voice, SMS, or Email.
-
If you want the report for a shared-list campaign, select the Shared List check box. Select the Target Campaign if you are selecting the Shared List campaign check box. This fetches the results for the selected outcomes in the Target Campaigns.
-
Select the Other Filter Criteria for Historical Reports. Applicable filter criteria are Campaign and List.
Click the Show Records button to populate the report.
The report screen contains Info button. Click Info to see the formula used to calculate the Abandoned Percentage. The formula is:
(Abandaon calls/(Abandaon Calls+Live Calls))*100
.
The formula varies depending on the use of Abandon Call Ratio (ACR). This is controlled by a configuration parameter, IsACREnabled
, in the web.config
file of LCMService
.
The report includes the following information.
Field |
Description |
---|---|
Date |
The report date. |
Campaign ID |
The Campaign ID for which the report is rendered. |
List ID |
The List ID to which this data belongs. |
Total Calls |
The total calls dialed for contacts in this upload list. |
Abandon Calls |
The number of calls abandoned from among the total calls. |
Abandon Percentage |
The percentage of calls abandoned. |
Click the Search button to filter the report based on the search string.
Click the Expand and the Collapse buttons to expand to entity level and collapse the report to group level, respectively.
Click Export to export the contents of the report into a comma-separated value (csv) file.
Use the Report Options menu on the far right of the report header line to perform the following actions:
-
Export all data - the entire report - to a csv file
-
Export visible data - the current page - to a csv file.
-
Select the columns you want displayed on the report. You can toggle between showing the columns and hiding those.
Agent Disposition (Campaign-wise)
The Agent Disposition (Campaign-wise) report shows all outcomes set by agents for the dialed calls for the selected filter criteria.
Complete the input parameters as detailed below:
-
Select the time period from:
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Today, for report data pertaining to the current date.
-
Yesterday, for report pertaining to the previous day up to midnight.
-
This Week, for report data from Monday through the current day.
-
This Month, for report data from the first of the calendar month through the current day.
-
Custom, for report data for a date range as per the Start Date and End Date chosen.
-
-
Select a Channel from Voice, SMS, or Email.
-
If you want the report for a shared-list campaign, select the Shared List check box. Select the Target Campaign if you are selecting the Shared List campaign check box. This fetches the results for the selected outcomes in the Target Campaigns.
-
Select the Other Filter Criteria for Historical Reports. Applicable filter criteria are Campaign and List.
Click the Show Records button to populate the report.
The report includes the following information.
Field |
Description |
---|---|
Campaign |
The Campaign for which the report is rendered. |
List ID |
The List ID to which this data belongs. |
Agent ID |
The agent ID of the agent who handled this call. |
Agent Name |
The name of the agent handling this call. |
Outcome |
The outcome set by the agent. |
Count |
The count of calls for which the agent has set this outcome. |
Click the Search button to filter the report based on the search string.
Click the Expand and the Collapse buttons to expand to entity level and collapse the report to group level, respectively.
Click Export to export the contents of the report into a comma-separated value (csv) file.
Use the Report Options menu on the far right of the report header line to perform the following actions:
-
Export all data - the entire report - to a csv file
-
Export visible data - the current page - to a csv file.
-
Select the columns you want displayed on the report. You can toggle between showing the columns and hiding those.
Category
The Category report lists the count and value for various outcome categories for the selected filter criteria.
Complete the input parameters as detailed below:
-
Select the time period from:
-
Today, for report data pertaining to the current date.
-
Yesterday, for report pertaining to the previous day up to midnight.
-
This Week, for report data from Monday through the current day.
-
This Month, for report data from the first of the calendar month through the current day.
-
Custom, for report data for a date range as per the Start Date and End Date chosen.
-
-
Select a Channel from Voice, SMS, or Email.
-
If you want the report for a shared-list campaign, select the Shared List check box. Select the Target Campaign if you are selecting the Shared List campaign check box. This fetches the results for the selected outcomes in the Target Campaigns.
-
Select the Other Filter Criteria for Historical Reports. Applicable filter criterion is Campaign only.
Note |
Select only one campaign for this report; this report is not rendered for multiple campaigns. |
Click the Show Records button to populate the report.
The report incudes the following information.
Field |
Description |
---|---|
Category Name |
The category name. |
Category Count |
The count of calls for this category. |
Total Category Value |
The total category value for this category. |
Category Percentage |
The percentage achieved for this category. |
Click the Search button to filter the report based on the search string.
Click the Expand and the Collapse buttons to expand to entity level and collapse the report to group level, respectively.
Click Export to export the contents of the report into a comma-separated value (csv) file.
Use the Report Options menu on the far right of the report header line to perform the following actions:
-
Export all data - the entire report - to a csv file
-
Export visible data - the current page - to a csv file.
-
Select the columns you want displayed on the report. You can toggle between showing the columns and hiding those.
Category Target
The Category Target report lists, besides the count and value for various outcome categories, the target for the selected category of outcomes and the completion percentage.
Complete the input parameters as detailed below:
-
Select the time period from:
-
Today, for report data pertaining to the current date.
-
Yesterday, for report pertaining to the previous day up to midnight.
-
This Week, for report data from Monday through the current day.
-
This Month, for report data from the first of the calendar month through the current day.
-
Custom, for report data for a date range as per the Start Date and End Date chosen.
-
-
Select a Channel from Voice, SMS, or Email.
-
If you want the report for a shared-list campaign, select the Shared List check box. Select the Target Campaign if you are selecting the Shared List campaign check box. This fetches the results for the selected outcomes in the Target Campaigns.
-
Select the Other Filter Criteria for Historical Reports. Applicable filter criterion is Campaign only.
Click the Show Records button to populate the report.
The report includes the following information.
Field |
Description |
---|---|
Category Name |
The category name. |
Category ID |
The category ID. |
Category Count |
The count of calls for this category. |
Daily Target Value |
The daily target value for this category. |
Daily Target Percentage |
The daily target percentage for this category, out of the total category value. |
Monthly Target Value |
The monthly target value for this category. |
Monthly Target Percentage |
The monthly target percentage for this category, out of the total category value. |
Total Category Value |
The total category value. |
Click the Search button to filter the report based on the search string.
Click the Expand and the Collapse buttons to expand to entity level and collapse the report to group level, respectively.
Click Export to export the contents of the report into a comma-separated value (csv) file.
Use the Report Options menu on the far right of the report header line to perform the following actions:
-
Export all data - the entire report - to a csv file
-
Export visible data - the current page - to a csv file.
-
Select the columns you want displayed on the report. You can toggle between showing the columns and hiding those.
Contact Attempt Bucket
The Contact Attempt Bucket report lists the number of dialing attempts made on uploaded contacts before they are closed.
Note |
Data for current day is not included in this report. Only data up to 23:59 hours of the previous day is considered for this report. |
Complete the input parameters as detailed below:
-
Select the time period from:
-
Today, for report data pertaining to the current date.
-
Yesterday, for report pertaining to the previous day up to midnight.
-
This Week, for report data from Monday through the current day.
-
This Month, for report data from the first of the calendar month through the current day.
-
Custom, for report data for a date range as per the Start Date and End Date chosen.
-
-
Select a Channel from Voice, SMS, or Email.
-
If you want the report for a shared-list campaign, select the Shared List check box. Select the Target Campaign if you are selecting the Shared List campaign check box. This fetches the results for the selected outcomes in the Target Campaigns.
-
Select the Other Filter Criteria for Historical Reports. Applicable filter criteria are Global List, Campaign Group, Campaign, List, CSS Group, and CSS Group Condition.
Note |
Select only one campaign for this report; this report is not rendered for multiple campaigns. |
Click the Show Records button to populate the report.
The report includes the following information.
Field |
Description |
---|---|
Campaign |
The campaign for which this report is generated. |
Attempt1 |
The number of contacts reached at the first attempt. |
Uploaded |
The number of contacts uploaded to this campaign. |
Open Contacts |
The number of open contacts for this campaign. |
Closed |
The number of closed contacts for this campaign. |
Attempt2 |
The number of contacts reached at the second attempt. |
Attempt3 |
The number of contacts reached at the third attempt. |
Attempt4 |
The number of contacts reached at the fourth attempt. |
Attempt5 |
The number of contacts reached at the fifth attempt. |
Attempt6 |
The number of contacts reached at the sixth attempt. |
Attempt7 |
The number of contacts reached at the seventh attempt. |
Attempt8 |
The number of contacts reached at the eighth attempt. |
Attempt9 |
The number of contacts reached at the ninth attempt. |
AttemptGreater |
The number of contacts reached after ten or more attempts. |
Click the Search button to filter the report based on the search string.
Click the Expand and the Collapse buttons to expand to entity level and collapse the report to group level, respectively.
Click Export to export the contents of the report into a comma-separated value (csv) file.
Use the Report Options menu on the far right of the report header line to perform the following actions:
-
Export all data - the entire report - to a csv file
-
Export visible data - the current page - to a csv file.
-
Select the columns you want displayed on the report. You can toggle between showing the columns and hiding those.
Agent Attempt
The Agent Attempt report shows the count of various outcomes for all calls handled by the selected agents for the selected filter criteria.
Complete the input parameters as detailed below:
-
Select the time period from:
-
Today, for report data pertaining to the current date.
-
Yesterday, for report pertaining to the previous day up to midnight.
-
This Week, for report data from Monday through the current day.
-
This Month, for report data from the first of the calendar month through the current day.
-
Custom, for report data for a date range as per the Start Date and End Date chosen.
-
-
Select a Channel from Voice, SMS, or Email.
-
If you want the report for a shared-list campaign, select the Shared List check box. Select the Target Campaign if you are selecting the Shared List campaign check box. This fetches the results for the selected outcomes in the Target Campaigns.
-
From the Agent List drop-down list, select the agents for whom you want the report. You can select multiple agents
-
Select the Other Filter Criteria for Historical Reports. Applicable filter criteria are Global List, Campaign Group, Campaign, List, CSS Group, and CSS Group Condition.
Click the Show Records button to populate the report.
The report includes the following information.
Field |
Description |
---|---|
Campaign |
The campaign for which this report is generated. |
Campaign Group |
The Campaign Group for which the report is rendered. |
Agent Name |
The name of the agent who handled this call. |
AgentConnect |
The number of calls connected to the selected agent. |
RPC |
The number of calls with Right Party Connect (RPC) outcome. |
Success BO |
The number of calls with a successful business outcome. |
Failure BO |
The number of calls with a failed business outcome. |
Success VO |
The number of calls with a successful voice (telephony) outcome. |
Failure VO |
The number of calls with a failed voice (telephony) outcome. |
PCB Register |
The number of personal callbacks registered. |
CB Register |
The number of (normal) callbacks registered. |
PCB Attempt |
The number of personal callbacks dialed out. |
CB Attempt |
The number of (normal) callbacks dialed out. |
Dialout |
The total number of dialouts by the agent. |
Click the Search button to filter the report based on the search string.
Click the Expand and the Collapse buttons to expand to entity level and collapse the report to group level, respectively.
Click Export to export the contents of the report into a comma-separated value (csv) file.
Use the Report Options menu on the far right of the report header line to perform the following actions:
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Export all data - the entire report - to a csv file
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Export visible data - the current page - to a csv file.
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Select the columns you want displayed on the report. You can toggle between showing the columns and hiding those.
Agent Outcome
The Agent Outcome report shows the count of calls for all outcomes set by the selected agents for the selected filter criteria.
Complete the input parameters as detailed below:
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Select the time period from:
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Today, for report data pertaining to the current date.
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Yesterday, for report pertaining to the previous day up to midnight.
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This Week, for report data from Monday through the current day.
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This Month, for report data from the first of the calendar month through the current day.
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Custom, for report data for a date range as per the Start Date and End Date chosen.
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Select a Channel from Voice, SMS, or Email.
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If you want the report for a shared-list campaign, select the Shared List check box. Select the Target Campaign if you are selecting the Shared List campaign check box. This fetches the results for the selected outcomes in the Target Campaigns.
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Select the Pivot checkbox.
Note
The Pivot check-box transposes the columns and rows. When the Pivot is selected, the report lists the outcomes in rows, the count of outcomes in columns and one column for each selected campaign.
The Pivot option is applicable only if you select Campaigns in the filter criteria, and not for Global Lists or Campaign Groups.
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From the Agent List drop-down list, select the agents for whom you want the report. You can select multiple agents
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Select the Other Filter Criteria for Historical Reports Applicable filter criteria are Global List, Campaign Group, Campaign, List, CSS Group, and CSS Group Condition.
Click the Show Records button to populate the report.
The report includes the following information.
Field |
Description |
---|---|
Agent Name |
The agent name(s) for whom this report is generated. |
Campaign Group |
The Campaign Group for which the report is rendered. |
Outcome |
The outcome as set by the agent. |
Outcome Count |
The number of calls for which this outcome was set by the agent. |
Click the Search button to filter the report based on the search string.
Click the Expand and the Collapse buttons to expand to entity level and collapse the report to group level, respectively.
Click Export to export the contents of the report into a comma-separated value (csv) file.
Use the Report Options menu on the far right of the report header line to perform the following actions:
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Export all data - the entire report - to a csv file
-
Export visible data - the current page - to a csv file.
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Select the columns you want displayed on the report. You can toggle between showing the columns and hiding those.
Callback
The Callback report shows the details of Personal Callback (PCB) calls and Normal Callback (NCB) calls dialed out for the selected agent and other filter criteria.
Complete the input parameters as detailed below:
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Select the time period from:
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Today, for report data pertaining to the current date.
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Yesterday, for report pertaining to the previous day up to midnight.
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This Week, for report data from Monday through the current day.
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This Month, for report data from the first of the calendar month through the current day.
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Custom, for report data for a date range as per the Start Date and End Date chosen.
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Select a Channel from Voice, SMS, or Email.
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If you want the report for a shared-list campaign, select the Shared List check box. Select the Target Campaign if you are selecting the Shared List campaign check box. This fetches the results for the selected outcomes in the Target Campaigns.
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From the Agent List drop-down list, select the agents for whom you want the report. You can select multiple agents
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Select the Other Filter Criteria for Historical Reports. Applicable filter criteria are Campaign and List.
Click the Show Records button to populate the report.
The report includes the following information.
Field |
Description |
---|---|
Campaign |
The campaign to which this callback belongs. |
Contact ID |
The contact ID for which the callback is registered |
Contact Number |
The contact number on which the callback is requested. |
Callback Time |
The time at which the callback is requested. |
Status |
The contact status at the time of the report. |
Agent ID |
The agent ID for the agent handling the callback call. |
Agent Name |
The name of the agent handling the callback call. |
Mode Name |
The mode on which the callback is requested. |
Business Fields (1-25) |
All configured business fields are listed at one business field per column. |
Unique Identifier |
The additional Business Parameter to identify this specific contact. |
Click the Search button to filter the report based on the search string.
Click the Expand and the Collapse buttons to expand to entity level and collapse the report to group level, respectively.
Click Export to export the contents of the report into a comma-separated value (csv) file.
Use the Report Options menu on the far right of the report header line to perform the following actions:
-
Export all data - the entire report - to a csv file
-
Export visible data - the current page - to a csv file.
-
Select the columns you want displayed on the report. You can toggle between showing the columns and hiding those.
Global List Status
The Global List Status report shows the upload details of all Global Upload lists in a graph. The list contains the details for Global List ID, File Name, and Uploaded Time.
Select any data on the graph in Historical Reports for more details, such as:
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Uploaded: Click Uploaded to view the campaigns to which the contacts have been uploaded.
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Campaign Name: Click the campaign name to see the contact upload status in the format:
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<Campaign Name>_Success
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<Campaign Name>_Error
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<Campaign Name>_DNC
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<Campaign Name>_Duplicate
Click each status to see the open and closed contacts.
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Click closed contacts to see the count of calls having Success, Failure, and Other outcomes.
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Click open contacts to see the timezone to which the campaigns belong to. Click the graph display for one of the entities to see the following break up numbers for open contacts:
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Fresh
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Rescheduled
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NCB
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PCB
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Right Party Connect (RPC) Report
The Right Party Connect (RPC) report shows the details of the RPC calls. The RPC percentage in this report is calculated based on the total for all outcomes that are configured as RPC in the Attempts Counter of the LCM Console.
Procedure
Step 1 |
In the Historical Reports, select the time zone. For more information, see Historical Time Zone Filter. |
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Step 2 |
Select the Voice channel. This report is not available for other channels. |
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Step 3 |
Select a filter criteria. The available options are Campaign and List.
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Step 4 |
Select a date range for the lists for which you require data.
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Step 5 |
Click Show Records. The report contains the following fields:
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Step 6 |
(Optional) Click Search to filter the report based on the search string. |
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Step 7 |
(Optional) Click Expand and Collapse to expand the report to the entity level and collapse the report to the group level, respectively. |
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Step 8 |
(Optional) Click Export to export the contents of the report into a comma-separated value (csv) file. |
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Step 9 |
(Optional) Click the icon on the right to:
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Callback Trace Report
The Callback Trace report shows the details of all closed Personal Callback (PCB) and Normal Callback (NCB) calls for the selected filter criteria.
Specify the input parameters as detailed below:
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Select the periodicity from:
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Today, for report data pertaining to the current date.
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Yesterday, for report pertaining to the previous day up to midnight.
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This Week, for report data pertaining to the current week.
-
This Month, for report data from the first of the calendar month through the current day.
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Custom, for report data for a date range as per the Start Date and End Date chosen.
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Select a time zone from the Timezone dropdown.
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If you want the report for a shared-list campaign, select the Shared List checkbox. Select the Target Campaign if you are selecting the Shared List campaign checkbox. This fetches the results for the selected outcomes in the Target Campaigns.
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Select the Callback Type from All, PCB (Personal Callback), and NCB (Normal Callback).
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From the Agent List drop-down, select the agents for whom you want the report. You can select multiple agents. Use the Select All Agents option to choose all the agents.
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Select the Filter Criteria. Applicable filter criteria are Campaign and List.
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Click the SHOW RECORDS button to populate the report.
The report contains the following information:
Field |
Description |
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---|---|---|---|
CampaignID |
The campaign to which this callback belongs. |
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ListID |
The List ID of the callback contact. |
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ContactID |
The Contact ID of the callback contact. |
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Callback |
The callback type - PCB or NCB.
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Outcome |
The callback outcome set for the contact. |
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Status |
The contact status at the time of the report. |
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Business Fields (1-25) |
All configured business fields are listed at one business field per column. |
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Unique_Identifier |
The additional Business Parameter to identify this specific contact. |
Each record in the report can be drilled down.
The drilldown of the Callback Trace report displays the following details:
Field |
Description |
---|---|
Callback |
The callback type - PCB or NCB. |
Attempt |
The attempt number. Example: 1 corresponds to the first attempt and 5 corresponds to the fifth attempt. |
Contact Number |
The phone number of the contact. |
Mode |
The mode of the contact. |
Dialed DateTime |
The date and time, at which the contact was dialed. |
Agent Login Name |
The enterprise name of the Agent, who handled the contact for the corresponding attempt. |
Agent Name |
The name of the Agent, who handled the contact for the corresponding attempt. |
Outcome |
The callback outcome set for the contact. |
Reschedule_DateTime |
The date and time to which the contact was rescheduled. |
Click the Search button to filter the report based on the search string.
Click Export to export the contents of the report into an Excel (xlsx) or CSV file, based on the configuration made in the LCMService. By default, the report is exported as XLSX.
To export the report as CSV, add the following WebConfig key in the LCMService:
<add key="ExportFileFormat" value="csv" />