Voice Campaign Report
  • 15 Feb 2023
  • 5 Minutes to read
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Voice Campaign Report

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Article summary

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.

Graphical user interface, application  Description automatically generated

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.

Graphical user interface, application  Description automatically generated

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.

Graphical user interface  Description automatically generated

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.

Graphical user interface, application  Description automatically generated

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.

Graphical user interface, application  Description automatically generated

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.

Copyright © 2023, Tegsoft. All rights reserved.

"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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