Inbound Campaign Reports

This section covers all available reports for an Inbound Campaign.

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Figure 1: Cmapaign Reports View

General Report for Inbound Campaign

This report gives us a summary of several aspects of an Inbound Campaign. Metrics such as number of calls received (attended and not attended) and performed in the campaign are displayed in detail with respect to the agent call dispositions.

In order to access to this report, go to “Reports” option within the campaign.

The first information that comes up are the “received calls” and the “manual calls” within the campaign.

Remember that in OMniLeads an agent can process a manual call and associate it with an incoming campaign. For example, the agent can redial an incoming call number that has been accidentally hanged up, and handle it as a manual outbound for the campaign.

Also it give us information about average waiting and abandon time for call attempts to the campaign.

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Figura 2: Llamadas entrantes / Llamadas realizadas

Following the tour of this screen, we will find the first button to export information to a CSV. In this case, the button allows us to export to “CSV/Spreadsheet” all calls answered in the campaign.

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Figure 3: Attended Calls CSV

As it can be seen, the file presents as the first column, the Telephone from which the campaign was called. Although the contact can have more than one phone associated, in this report the column “Phone Number” refers to the phone that originated the communication to the campaign and to which the agent call disposition is associated (column “Call Disposition”).

It is not mandatory for incoming campaigns, to associate them to a contact database. When an incoming campaign is NOT associated to a contact database, all calls in reports are mentioned as “out of database” in the database column of our spreadsheet (figure3).

Below the first export button, a report table can be seen. It represents the different call dispositions made by agents for those answered calls.(figure 4).

In this case and in general all tabulated information can be exported to CSV file.

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Call Dispositions Report

In the following section, a list of not answered calls can be obtained. These ones represent all the failed attempts from inbound point of view: abandoned calls, expired calls.

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Figure 5: Not Attended Calls

Below we can see an Agent Performance report. It counts all the call dispositions registered by agents. There is also an agent link that redirects to a screen with more information about agent performance in that campaign.

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Figure 6: Pending Contacts / Terminated Calls

Then if you click on a specific agent, a new screen is displayed, which includes in depth the information of:

  • Accumulated Time in the campaign
  • Pause Time in the campaign
  • On Call time in the campaign
  • Amount of Processed Calls
  • Average Call Time
  • Amount of Failed attempts
  • Effectiveness percentages
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Figure 8: Agent Performance Detail

Returning to the campaign report, the last item is a List of all calls processed in the campaign and their results. It exposes separately all manual calls that have been made in the campaign. Remember that in any type of campaign, agent can generate manual calls on behalf of selected campaign.

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Figure 9: Calls Detail

Call Dispositions Report

This report lists all call dispositions made by an agent in the campaign. It can also be exported as a CSV file, containing full details for both “normal” and “engaged” call dispositions.

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Figure 10: Call Dispositions Detail

It is important to clarify that this list also includes those contacts dynamically registered in the campaign by agents. For example, contacts who call the campaign and are not part of a contact database.

Contact Database Results

Here is a flat list of all the contacts associated with the campaign database and the result of the last call made by the contact to the incoming campaign. The difference between this report and the previous one is that here we will NOT find those contacts introduced dinamically by agents (out of database). It is expected for this report to present a mapping between the contact database assigned to the campaign and the results once processed by the campaign.

Note

NOTE: It is important to note that this report is very useful in Preview and Predictive Dialer Campaigns, being perhaps not very irrelevant in incoming campaigns.

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Contact Database Results