Voice Campaign Report
- 15 Feb 2023
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Voice Campaign Report
- Updated on 15 Feb 2023
- 5 Minutes to read
- Print
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Article Summary
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Tegsoft software contributes to the Contact Center management with instant reports or detailed historical reports. It also enables the evaluation of contact center efficiency with its advanced filtering options.
These reports can be viewed in a web browser by generating in HTML format or archived in Excel or PDF file.
Voice campaign is the report that lists all voice campaign related data according to the selected criteria. These criteria are process date, result code, type, agent, reason etc. The date type, begin date and time should be selected for all reports. The selection of end date and time is optional. In case of not selected, current date and time is going to be end date and time.
1. Generate Voice Campaign Report
Please follow the steps below to generate Campaign report.
Step 1 – Click Reports tab.
Step 2 – Click Campaign Reports tab.
Step 3 – Set Criteria.
Step 4 – Select Voice Campaign Report type.
Step 5 – Select report Format (HTML, PDF, XLS).
2. Filtering Parameters
The Voice Campaign report criteria are numbered and given in the figure below.
The criteria and detailed descriptions are given in the table below.
No | Criteria | Description |
1 | Date Type | List the records according to date types: Last Process Date, Scheduled Date, Load Date. |
2 | Begin Date | List the records after the selected date and time, including this date and time. If the date and time are not selected, the records of the current date and time are listed. |
3 | End Date | List the records before the selected date and time, not including this date and time. |
4 | Type | List the records of the campaign types: Voice, SMS, E-mail. |
5 | Campaign Details Report | List the records of the campaign result code. |
6 | Agent | List the records of the agent defined in the system. |
7 | Agent Group | List the records of the agent group defined in the system. |
8 | Duration Type | List the records of the duration types: Talk duration, First duration. |
9 | Status | List the records of the campaign status. |
10 | Campaign Group | Lists the records of the defined campaign group. |
11 | Project | List the records of the project defined in the system. (Companies holding a project license can define a project.) |
12 | Campaign ID | Lists the records of the defined campaign. |
3. Campaign Summary Report
When the number of campaign calls and the other campaign data in the contact center needs to be reported in summary, the Campaign Summary report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, date type and begin-end date were selected.
Detailed explanations of the data according to the numbers in the above Campaign Summary report are given in the table below.
No | Data | Description |
1 | Campaign Name | The name of the campaign. |
2 | All | The total number of all contacts uploaded to the campaign. |
3 | Not Called | The total number of contacts not yet called in the campaign. |
4 | In Progress | The total number of contacts whose call continues in the campaign. |
5 | Scheduled | The total number of contacts whose call has been scheduled in the campaign by Agent or by IVR. |
6 | Closed | The total number of contacts whose call has been completed in the campaign. |
7 | Unreachable | The total number of unreachable contacts in the campaign. |
8 | Call Count | The total number of all calls in the campaign. |
9 | Average Talk Time | The amount of average time (hours, minutes, and seconds) that the agent spent in the campaign calls. |
10 | Outbound Time | The amount of time (hours, minutes, and seconds) that the agent spent in the campaign calls. |
4. Campaign Report
When the detailed campaign data such as contact name, campaign result, campaign status, agent etc. in the contact center needs to be reported, the Campaign report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, date type and begin-end date were selected.
Detailed explanations of the data according to the numbers in the above Campaign report are given in the table below.
No | Data | Description |
1 | Load Date | The date the contact was added to the campaign. |
2 | Contact Name | The name of the contact. |
3 | Status | The status of the last campaign call. |
4 | Campaign Result | The result code of the last campaign call. |
5 | Schedule | The schedule date and time of the campaign call. |
6 | Call Count | The total number of calls for the contact in the campaign. |
7 | Last Call Date | The date of the last campaign call. |
8 | Agent | The name of agent who handled the campaign call. |
5. Group Based Report
When detailed campaign data in the contact center needs to be reported on a group basis, the Group Based report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, date type and begin-end date were selected.
Detailed explanations of the data according to the numbers in the above Group Based report are given in the table below.
No | Data | Description |
1 | Load Date | The date the contact was added to the campaign. |
2 | Contact Name | The name of the contact. |
3 | Status | The status of the last campaign call. |
4 | Campaign Result | The result code of the last campaign call. |
5 | Schedule | The number of the scheduled campaign calls. |
6 | Call Count | The total number of calls for the contact in the campaign. |
7 | Last Call Date | The date of the last campaign call. |
8 | Agent | The name of agent who handled the campaign call. |
6. CDR Based Report
When the campaign data in the contact center needs to be reported according to the CDR data, the CDR Based report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, date type and begin-end date were selected.
Detailed explanations of the data according to the numbers in the above CDR Based report are given in the table below.
No | Data | Description |
1 | Call Date | The date the call was made. |
2 | Contact Name | The name of the contact. |
3 | Duration | The amount of time (hours, minutes, and seconds) that the agent spent in the campaign call. |
4 | Disposition | The result of the call. Answered, busy, failed and, no answer are examples of disposition. |
5 | Destination | The phone number of the contact. |
6 | Billing Duration | The total talking duration of the campaign call. This duration starts when the call is answered and ends when it terminates. |
7 | Agent | The name of agent who handled the campaign call. |
7. Agent in Campaign Report
When the agents data in the campaign needs to be reported, the Agent in Campaign report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, date type and begin-end date were selected.
Detailed explanations of the data according to the numbers in the above Agents in Campaign report are given in the table below.
No | Data | Description |
1 | Contact Name | The first name of the agent. |
2 | Surname | The last name of the agent. |
3 | Campaign ID | The ID number of the campaign. |
Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.
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"Tegsoft" and Tegsoft’s products are trademarks of Tegsoft. References to other companies and their products use trademarks owned by the respective companies and are for reference purpose only.
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