Outbound Real Time Reports

Call Summary Count Per Campaign Real Time

The Call Summary Count per Campaign Real Time report displays the status of each query rule within a campaign, the current status of all campaign records, and the currently valid campaign dialing times.

Views: This report has the following grid views and chart view:

  • Call Summary Count per Campaign Real Time (the default)

  • Valid Campaign Dialing Times Real Time

  • Summary of Call Counts Per Campaign Real Time

Select the view you want to see from the report drop-down list that is located on the top left corner.

Query: This report data is built from an Anonymous Block query.

Value List: Campaigns

Database Schema Tables from which data is retrieved:

  • Campaign

  • Campaign_Query_Rule_Real_Time

Current Fields in the Call Summary Count Per Campaign Real Time View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Total Records

The total number of records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount

Available

The number of available records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount-Campaign_Query_Rule_Real_Time. TotalVoiceCount-Campaign_Query_Rule_Real_Time.ClosedCount

Closed

The number of contacts closed.

Derived from: Campaign_Query_Rule_Real_Time.ClosedCount

Voice

The number of calls for the day that ended in successful customer contact.

Derived from: Campaign_Query_Rule_Real_Time.VoiceCount

Current Fields in the Summary of Call Counts Per Campaign Real Time Report View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Attempts

Summary total of the number of calls attempted.

Derived from: Campaign_Query_Rule_Real_Time.AttemptedCount

Requested Personal Callback

The number of callback contacts scheduled.

Derived from: Campaign_Query_Rule_Real_Time.PersonalCallBackCount

Requested Callback

The number of callback contacts.

Derived from: Campaign_Query_Rule_Real_Time.CallBackCount

Voice

The number of calls for the day that ended in successful customer contact.

Derived from: Campaign_Query_Rule_Real_Time.VoiceCount

Busy

The number of calls that detected a busy signal.

Derived from: Campaign_Query_Rule_Real_Time.BusyCount

No Answer

The number of calls that were not answered.

Derived from: Campaign_Query_Rule_Real_Time.NoAnswerDetectCount

No Ringback

The number of calls that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column.

Derived from: Campaign_Query_Rule_Real_Time.NoRingBackDetectCount

No Dialtone

The number of calls that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Real_Time.NoDialToneDetectCount

Fax

The number of calls that detected a fax.

Derived from: Campaign_Query_Rule_Real_Time.FaxDetectCount

Network IVR

The number of calls that detected a network answering machine.

Derived from: Campaign_Query_Rule_Real_Time.NetworkAnsMachinesCount

Answering Machine

The number of calls that detected an answering machine.

Derived from: Campaign_Query_Rule_Real_Time.AnsweringMachineCount

SIT Tone

The number of calls that detected a special information tone (SIT).

Derived from: Campaign_Query_Rule_Real_Time.SITToneDetectCount

Agent Rejected

The number of preview or callback calls that were rejected by the agent.

Derived from: Campaign_Query_Rule_Real_Time.AgentRejectedCount

Agent Closed

The number of preview or callback calls that were rejected by the agent. The agent did not call these customers.

Derived from: Campaign_Query_Rule_Real_Time.AgentClosedCount

Customer Not Home

The number of contacts where the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Real_Time.CustomerNotHomeCount

Wrong Number

The number of contacts where the party answering the phone indicated that the customer did not live there.

Derived from: Campaign_Query_Rule_Real_Time.WrongNumberCount

Canceled

The number of calls where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Real_Time.CancelledDetectCount

Dialer Abandon

The number of calls abandoned by the dialer.

Derived from: Campaign_Query_Rule_Real_Time.AbandonDetectCount

Abandon to IVR

The number of calls that were abandoned by the dialer and transferred to IVR, which plays a message.

Derived from: Campaign_Query_Rule_Real_Time.AbandonToIVRCount

Customer Abandon

The number of calls where the customer hung up immediately after picking up the phone.

Derived from: Campaign_Query_Rule_Real_Time.CustomerAbandonDetectCount

Talk Time

The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the phone today.

Derived from: Campaign_Query_Rule_Real_Time.TalkTimeCount

Wrap Up Time

The length of time the agents spent in wrap-up work.

Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount

Current Fields in the Valid Campaign Dialing Times Real Time Report View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Start Zone 1 Time

Campaign Start Zone 1 time measured in HH:MM format. Campaign Start Zone 1 time is the start time that a customer can be phoned at Zone 1. Zone 1 time and Zone 2 time cannot overlap.

Derived from: Campaign.HomeStartHours ':' Campaign.HomeStartMinutes

End Zone 1 Time

Campaign End Zone 1 time measured in HH:MM format. Campaign End Zone 1 time is the time beyond which a customer can no longer be phoned at Zone 1.

Derived from: Campaign.HomeEndHours ':' Campaign.HomeEndMinutes

Zone 1 Duration

The total Zone 1 time. Zone 1 Duration = End Zone 1 Time-Start Zone 1 Time

Derived from: Campaign.HomeDuration

Start Zone 2 Time

Campaign Start Zone 2 time measured in HH:MM:SS format. Campaign Start Zone 2 time is the start time that a customer can be phoned at Zone 2. Campaign time is normalized to the customer's time zone. For example, if the campaign runs from 3 to 6 p.m. Eastern Standard time and it is past 6 p.m. on the East coast, you can still dial someone in Chicago because it is not yet 6 p.m. there.

Derived from: Campaign.WorkStartHours : Campaign.WorkStartMinutes

End Zone 2 Time

Campaign End Zone 2 time measured n HH:MM:SS format. Campaign End Zone 2 time is the time beyond which a customer can no longer be phoned at Zone 2.

Derived from: Campaign.WorkEndHours : Campaign.WorkEndMinutes

Zone 2 Duration

The total Zone 2 time. Zone 2 Duration = End Zone 2 Time - Start Zone 2 Time

Derived from: Campaign.WorkDuration

Dialer Real Time

The Dialer Real Time report provides the current status of each dialer.

This report is based on the Outbound Option Dialer: contacts, busy, voice, answering machine, SIT Tone detects, no answer, and abandoned calls for each dialer.

Views: This report has one grid view, Dialer Real Time.

Query: This report data is built from an Anonymous Block Query.

Grouping: This report is grouped by Dialer.

Value List: Dialers

Database Schema Tables from which data is retrieved:

  • Dialer

  • Dialer_Real_Time

Current Fields in the Dialer Real Time Report

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Dialer

The name of the dialer.

Derived from: Dialer.DialerName

Attempts

The summary total of the number of contacts dialed today.

Derived from: Dialer_Real_Time.ContactsDialedToday

Requested Personal Callback

The number of callback contacts scheduled.

Derived from: Dialer_Real_Time.PersonalCallBackCount

Requested Callback

The number of callback contacts.

Derived from: Dialer_Real_Time.CallBackCount

Voice

The number of contacts for which a voice was detected today.

Derived from: Dialer_Real_Time.VoiceDetectToday

Busy

The number of contacts for which busy signals were detected today.

Derived from: Dialer_Real_Time.BusyDetectToday

No Answer

The number of contacts that were not answered today.

Derived from: Dialer_Real_Time.NoAnswerDetectToday

No Ringback

The number of contacts today that did not detect a ring back. The Calls with CallResults 4, 27, and 28 are mentioned in this column.

Derived from: Dialer_Real_Time.NoRingBackDetectHalf

No Dialtone

The number of contacts today that did not detect a dial tone.

Derived from: Dialer_Real_Time.NoDialToneDetectHalf

Fax

The number of contacts today that detected a fax.

Derived from: Dialer_Real_Time.FaxDetectHalf

Network IVR

The number of contacts today that detected a network answering machine.

Derived from: Dialer_Real_Time.NetworkAnsMachineDetectHalf

Answering Machine

The number of contacts today that detected an answering machine.

Derived from: Dialer_Real_Time.AnsweringMachineDetectToday

SIT Tone

The number of contacts today that detected a special information tone (SIT).

Derived from: Dialer_Real_Time.SITToneDetectToday

Agent Rejected

The number of preview or callback contacts that were rejected by the agent. (The agent did not call these customers.)

Derived from: Dialer_Real_Time.AgentRejectedDetectHalf

Agent Closed

The number of preview or callback contacts that were closed by the agent. (The agent did not call these customers.)

Derived from: Dialer_Real_Time.AgentClosedDetectHalf

Customer Not Home

The number of contacts today where the party answering the phone was not the customer.

Derived from: Dialer_Real_Time.CustomerNotHomeCount

Wrong Number

The number of contacts today where the party answering the phone indicated that the customer did not call.

Derived from: Dialer_Real_Time.WrongNumberCount

Canceled

The number of contacts today where the dialer canceled a ringing customer call.

Derived from: Dialer_Real_Time.CancelledDetectHalf

Dialer Abandon

The number of contacts in the half-hour interval abandoned by the dialer.

Derived from: Dialer_Real_Time.AbandonDetectToday

Abandon to IVR

The number of contacts today that were abandoned by the dialer and transferred to an IVR, which plays a message.

Derived from: Dialer_Real_Time.AbandonToIVRHalf

Customer Abandon

The number of contacts today where the customer hung up immediately after picking up the phone.

Derived from: Dialer_Real_Time.CustomerAbandonDetectHalf

Import Status Real Time

The Import Status Real Time report provides the status of Outbound Option import records.

This report is based on the Import Rule. It provides the number of good, bad, and total records imported, or to be imported.

Views: This report has one grid view, Import Rule.

Query: This report data is built from an Anonymous Block Query.

Grouping: There is no grouping for this report. The report is sorted by Import.

Value List: Import Rule

Database Schema Tables from which data is retrieved:

  • Import_Rule

  • Import_Rule_Real_Time

Current Fields in the Import Status Real Time Report View

Current fields are those fields that appear by default in a report generated from the stock template.

Columns (Fields)

Description

Import

The name of the import rule.

Derived from: Import_Rule.ImportRuleName

Start Date

The time the import rule is scheduled to start.

Derived from: Import_Rule_Real_Time.DateTimeStart

Status

The status of the import rule. These are the codes:

380 = "IMPORT_BEGIN"

385 = "IMPORT_UPDATE"

390 = "BUILD_BEGIN"

410 = "BUILD_END"

420 = "IMPORT_END"

430 = "DNC_BEGIN"

450 = "DNC_END"

455 = "IMPORT_FAILED"

All other values = "IDLE"

Derived from: Import_Rule_Real_Time.Status

Good Records

The number of good records imported or to be imported.

Derived from: Import_Rule_Real_Time.GoodRecords

Bad Records

The number of bad records imported.

Derived from: Import_Rule_Real_Time.BadRecords

Total Records

The total number of records imported or to be imported.

Derived from: Import_Rule_Real_Time.TotalRecords

Query Rule Within Campaign Real Time

The Query Rule Within Campaign Real Time report displays the current status of all campaign records, dialing times, and query rule within a campaign.

Views: This report has the following grid views and chart view:

  • Call Counts of Query Rule within Campaign (the default)

  • Call Summary Count Of Query Rule Within Campaign

  • Query Rule Dialing Times

Select the view you want to see from the report drop-down list that is located on the top left corner.

Query: This report data is built from an Anonymous Block.

Grouping: This report is grouped by Campaign and Query Rule. The report is sorted by Campaign.

Value List: Campaigns

Database Schema Tables from which data is retrieved:

  • Campaign

  • Query_Rule

  • Campaign_Query_Rule_Real_Time

  • Campaign_Query_Rule

Current Fields in the Call Counts of Query Rule Within Campaign View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

DateTime

The date and time in MM/DD/YYYY (month, day, year) and HH:MM (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Real_Time.DateTime

Attempts

The summary total of the number of calls attempted.

Derived from: Campaign_Query_Rule_Real_Time.AttemptedCount

Requested Personal Callback

The number of callback contacts scheduled.

Derived from: Dialer_Real_Time.PersonalCallBackCount

Requested Callback

The number of callback contacts.

Derived from: Dialer_Real_Time.CallBackCount

Voice

The number of contacts for which a voice was detected today.

Derived from: Dialer_Real_Time.VoiceDetectToday

Busy

The number of contacts for which busy signals were detected today.

Derived from: Dialer_Real_Time.BusyDetectToday

No Answer

The number of contacts that were not answered today.

Derived from: Dialer_Real_Time.NoAnswerDetectToday

No Ringback

The number of contacts today that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column.

Derived from: Dialer_Real_Time.NoRingBackDetectHalf

No Dialtone

The number of contacts today that did not detect a dial tone.

Derived from: Dialer_Real_Time.NoDialToneDetectHalf

Fax

The number of contacts today that detected a fax.

Derived from: Dialer_Real_Time.FaxDetectHalf

Network IVR

The number of contacts today that detected a network answering machine.

Derived from: Dialer_Real_Time.NetworkAnsMachineDetectHalf

Answering Machine

The number of contacts today that detected an answering machine.

Derived from: Dialer_Real_Time.AnsweringMachineDetectToday

SIT Tone

The number of contacts today that detected a special information tone (SIT).

Derived from: Dialer_Real_Time.SITToneDetectToday

Agent Rejected

The number of preview or callback contacts today that were rejected by the agent. (The agent did not call these customers.)

Derived from: Dialer_Real_Time.AgentRejectedDetectHalf

Agent Closed

The number of preview or callback contacts that were closed by the agent. (The agent did not call these customers.)

Derived from: Dialer_Real_Time.AgentClosedDetectHalf

Customer Not Home

The number of contacts today where the party answering the phone was not the customer.

Derived from: Dialer_Real_Time.CustomerNotHomeCount

Wrong Number

The number of contacts today where the party answering the phone indicated that the customer did not live there.

Derived from: Dialer_Real_Time.WrongNumberCount

Canceled

The number of contacts today where the dialer canceled a ringing customer call.

Derived from: Dialer_Real_Time.CancelledDetectHalf

Dialer Abandon

The number of contacts in the half-hour interval abandoned by the dialer.

Derived from: Dialer_Real_Time.AbandonDetectToday

Abandon to IVR

The number of contacts today that were abandoned by the dialer and transferred to an IVR, which plays a message.

Derived from: Dialer_Real_Time.AbandonToIVRHalf

Customer Abandon

The number of contacts today where the customer hung up immediately after picking up the phone.

Derived from: Dialer_Real_Time.CustomerAbandonDetectHalf

Talk Time

The total time in HH:MM (hours, minutes, seconds) that agents spent talking on the phone today.

Derived from: Campaign_Query_Rule_Real_Time.TalkTimeCount

Wrap Up Time

The length of time the agents spent in wrap-up work.

Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount

Current Fields in the Call Summary Count of Query Rule Within Campaign View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Total Records

The total number of records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount

Available

The number of available records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount - Campaign_Query_Rule_Real_Time.VoiceCount - Campaign_Query_Rule_Real_Time.ClosedCount

Closed

The number of contacts attempted.

Derived from: Campaign_Query_Rule_Real_Time.ClosedCount

Voice

The number of contacts for which a voice was detected today.

Derived from: Dialer_Real_Time.VoiceDetectToday

Voice

The number of contacts for which a voice was detected today.

Derived from: Dialer_Real_Time.VoiceDetectToday

Current Fields in the Query Rule Dialing Times View

Current fields are those fields that appear by default in a report generated from the stock template. Current fields are listed in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

CAMPAIGN DATA

Start Zone 1 Time

Campaign Start Zone 1 time measured in HH:MM format. Campaign Start Zone 1 time is the start time that a customer can be phoned at Zone1. Zone 1 time and Zone 2 time cannot overlap.

Derived from: Campaign.HomeStartHours ':' Campaign.HomeStartMinutes

End Zone 1 Time

Campaign End Zone 1 time measured in HH:MM format. Campaign End Zone 1 time is the time beyond which a customer can no longer be phoned at Zone1.

Derived from: Campaign.WorkEndHours ':' Campaign.WorkEndMinutes

Zone 1 Duration

The total Zone 1 time. Home Duration = End Home Time - Start Home Time.

Derived from: (((Campaign.HomeEndHours * 60) + (Campaign.HomeEndMinutes)) - ((Campaign.HomeStartHours * 60) + (Campaign.HomeStartMinutes)))

Start Zone 2 Time

Campaign Start Zone 2 time measured in HH:MM format. Campaign Start Zone 2 time is the start time that a customer can be phoned at Zone2. Campaign time is normalized to the customer's time zone. For example, if the campaign runs from 3 to 6 p.m. Eastern Standard time and it is past 6 p.m. on the East coast, you can still dial someone in Chicago because it is not yet 6 p.m. there.

Derived from: Campaign.WorkStartHours ':' Campaign.WorkStartMinutes

End Zone 2 Time

The Zone 2 time in HH:MM format at which the campaign ends.

Derived from: Campaign.WorkEndHours ':' Campaign.WorkEndMinutes

Zone 2 Duration

The total Zone 2 time. Work Duration = End Work Time - Start Work Time.

Derived from: (((Campaign.WorkEndHours * 60) + (Campaign.WorkEndMinutes)) - ((Campaign.WorkStartHours * 60) + (Campaign.WorkStartMinutes)))

QUERY RULE DATA

Query Rule Start Time

The time in HH:MM format that the query rule starts. Query rule time is based on the Central Controller's time zone. Typically, the Administration and Data Server from which a query is run is in the Central Controller's time zone.

Derived from: Campaign_Query_Rule.StartHours ":" Campaign_Query_Rule.StartMinutes

Query Rule End Time

The time in HH:MM format that the query rule ends.

Derived from: Campaign_Query_Rule.EndHours ':' Campaign_Query_Rule.EndMinutes

Query Rule Duration

The total query rule time. Work Duration = End Query Rule Time - Start Query Rule Time.

Derived from: (((Campaign_Query_Rule.EndHours * 60) + (Campaign_Query_Rule.EndMinutes)) - ((Campaign_Query_Rule.StartHours * 60) + (Campaign_Query_Rule.StartMinutes)))


Note

Campaign_Query_Rule_Real_Time report is not applicable for API campaign.