KPI Reference

Outbound Campaigns

Available for both Static and Real Time reports.

Each record contains values aggregated over a 5 minute period for key outbound metrics, and what the resulting session outcomes (dispositions) were for both user and switch.

The data items

Each data item has both a long and a short Item Label (as listed below), used within the widgets as column headers and data labels. For unlocked widgets, which label to use can be specified in the widget settings dialogue via the Display Tab.

Data items for the Outbound Campaigns category are grouped as follows:

AO <outcome>

Agent outcomes - as configured in Softdial Repository™ Agent Outcomes (tenant) or Agent Outcomes (landlord)

<outcome> - the outcome Title
<id> - the outcome Name

Item Label - Long	Item Label - Short	Description	Type
AO <outcome>	AO_<id>	The number of each <outcome>	int
AO <outcome> Percentage	AO_<id> Pct	The number of each <outcome> as a percentage of all dialed outcomes	float

Abandoned

Session outcome - answered but terminated by the system because no agent was available.

Calculation - see Measurement of Abandoned Call Rate

Item Label - Long	Item Label - Short	Description	Type
Abandoned - %	Aban %	The percentage of abandoned sessions relative to answered sessions, since the (most recent) start of the campaign.	float

Answering Machine

Session outcome - answered but terminated by the system because the switch detected that the respondent was an answering machine.

A session has an outcome of Answering Machine if, from Session Event Data [VZ]:

(Detail State (DS) = 15 (Disposed))
AND (Old State (OS) = 14 (Disconnected))
AND (Campaign Name (CN) <> '')
AND (Outcome Category (OC) = 9 (Answer Machine))

Item Label - Long	Item Label - Short	Description	Type
Answering Machine - Total	Ans Mach #	The number of sessions which ended with an outcome of Answering Machine.	int
Answering Machine - Percentage	Ans Mach %	The number of sessions which ended with an outcome of Answering Machine, as a percentage of all dialed outcomes.	int

Available

Agent state - agents logged in and available to handle sessions.

Item Label - Long	Item Label - Short	Description	Type
Available - Avg	Avail ~	The average number of Available agents.	float
Available - Current	Avail Now	The current number of Available agents.	int
Available - Max	Avail >	The maximum number of Available agents.	int
Available - Min	Avail <	The minimum number of Available agents.	int

Campaign

Details about the campaign.

Item Label - Long	Item Label - Short	Description	Definition	Type
Campaign	Camp	The name of the campaign.	From Queue Metrics [MZ] message: Campaign Name (CN) parameter	string
Campaign State	Camp State	The current state of the campaign. See Changing Campaign State	From Campaign Data [CZ] message: Campaign State (ZC) parameter	string
Campaign Type	Camp Type	The type of the campaign. See General Settings See Softdial Campaign Manager™	From Campaign Data [CZ] message: Dialing Method (DM) parameter	string

Completed

Session outcome - disposed by agents (excluding Transferred).

A session is Completed if, from Session Event Data [VZ]:

(Detail State (DS) = 15 (Disposed))
AND (Old State (OS) = 14 (Disconnected))
AND (AgentOutcome (AO) <> -1)
AND (Campaign Name (CN) <> '')

Item Label - Long	Item Label - Short	Description	Type
Completed - Count	Complt #	The number of Completed sessions.	int
Completed - %	Complt %	The number of Completed sessions, as a percentage of all dialed outcomes.	float
Completed Duration - Avg	Complt ~	The average duration of Completed sessions.	float
Completed Duration - Max	Complt >	The maximum duration of Completed sessions.	float
Completed Duration - Min	Complt <	The minimum duration of Completed sessions.	float

Conversion

A numeric value indicating the scale of a conversion or commitment.

From Session Event Data [VZ], a Conversion (CO) is valid if:

(Detail State (DS) = 15 (Disposed))
AND (AgentOutcome (AO) <> -1)
AND (Campaign Name (CN) <> '')

Item Label - Long	Item Label - Short	Description	Type
Conversion - Avg	Convn ~	The average Conversion value for this campaign.	float
Conversion - Sum	Convn +	The sum of all Conversion values for this campaign.	float

Dialing

Session state - being dialed (including waiting to be dialed when resources become available).

DO <outcome>

Dialing cycle outcomes - as configured in Softdial Repository™ Dialing Cycle Outcomes (landlord).

<outcome> - the outcome Title
<id> - the outcome ID

Item Label - Long	Item Label - Short	Description	Type
DO <outcome>	DO_<id>	The number of each <outcome>	int
DO <outcome> Percentage	DO_<id> Pct	The number of each <outcome> as a percentage of all dialed outcomes	float

Fresh Remaining

The number of undialed records remaining in the calling list for this campaign.

Item Label - Long	Item Label - Short	Description	Definition	Type
Fresh Remaining - Current	Fresh Rn Now	The current number of undialed records remaining in the list.	From Queue Metrics [MZ] message: Undialed Count (UC) parameter	int

In Progress

Session state aggregation - sessions connected to agents, including those on hold, muted, conferencing and transferring.

From Queue Metrics [MZ] message: Count Of Sessions In Progress (Y9) parameter

Item Label - Long	Item Label - Short	Description	Type
In Progress - Avg	In Prog ~	The average number of sessions In Progress.	float
In Progress - Current	In Prog Now	The current number of sessions In Progress	int

Logged On

Agent state - logged on (including those who cannot currently handle sessions).

Item Label - Long	Item Label - Short	Description	Definition	Type
Logged On - Avg	Logged On ~	The average number of agents Logged On to this campaign.		float
Logged On - Current	Logged On Now	The current number of agents Logged On to this campaign.	From Queue Metrics [MZ] message: Total Agents (Z2) parameter	int
Logged On - Max	Logged On >	The maximum number of agents Logged On to this campaign.		int
Logged On Duration - Total	Logged On +	The total duration agents have been Logged On.		float

Occupancy

The time agents spent occupied, as a percentage of the time agents spent available.

Occupied = ringing + talking + holding + transferring + wrapping
Available = occupied + waiting

Calculation

From Queue Metrics [MZ] message:

(Delta Time Occupied (R2) * 100) / (Delta Wait Time (R3) + Delta Time Occupied (R2))

Item Label - Long	Item Label - Short	Description	Type
Occupancy % - Avg	Occupy ~	The average Occupancy %.	float
Occupancy % - Current	Occupy % Now	The current Occupancy %.	float

On Hold

Session state - from the agent placing the session 'on hold', to either the agent retrieving the session from hold or the caller abandoning the session.

From Session Data [IZ] message:

Time In State On Hold (J9) parameter

Item Label - Long	Item Label - Short	Description	Type
On Hold - Count	On Hold #	The number of active sessions that have been placed 'on hold' (1 or more times).	int
On Hold Time - Avg	On Hold Time ~	The average duration of Hold Time.	float
On Hold Time - Total	On Hold Time +	The total duration of Hold Time.	float

Preview

Agent state - for a Preview, previewing the next session to dial, before accepting or declining.

A session has Preview Time if, from the Agent Data [AZ] message:

Old State (OS) = 4 (Previewing)

Duration Calculation -

Timestamp (TS) - Timestamp of last agent state change (Z3)

Item Label - Long	Item Label - Short	Description	Type
Preview Time - Avg	Prev Time ~	The average duration spent previewing for this campaign.	float
Preview Time - Total	Prev Time +	The total duration spent previewing for this campaign.	float

Ring

From V10.7.1248 - Session state aggregation - either Launched, Proceeding or Alerting.

Duration calculation: from the Session Data [IZ] message:

Time In State Launched (J1)
+ Time In State Proceeding (J2)
+ Time In State Alerting (J3)

Item Label - Long	Item Label - Short	Description	Type
Ring - Count	Ring Time #	The number of sessions with Ring Time for this queue	int
Ring Time - Avg	Ring Time ~	The average duration of Ring Time for this queue	float
Ring Time - Total	Ring Time +	The total duration of Ring Time for this queue	float

Success

An integer value between 0 and 100 indicating the degree of success of a live session.

From Session Event Data [VZ], a session's Success Rate (SR) is valid if:

Detail State (DS) = 15 (Disposed)
AND Campaign Name (CN) <> ''
AND Agent Outcome (AO) <> -1

Item Label - Long	Item Label - Short	Description	Type
Success - Avg	Success ~	The average Success Rate for this campaign.	float

Talk

From V10.7.1245 - Session state aggregation - connected to agents, including those on hold, muted, conferencing and transferring.

Duration calculation - from the Session Data [IZ] message:

Time In State Connected (J8)
+ Time In State On Hold (J9)
+ Time In State Muted (K0)
+ Time In State Transfer Offering (K1)
+ Time In State Transfer Conferencing (K2)

Item Label - Long	Item Label - Short	Description	Type
Talk - Count	Talk #	The number of sessions with Talk time for this campaign.	int
Talk Time - Avg	Talk Time ~	The average Talk duration for this campaign.	float
Talk Time - Total	Talk Time +	The total Talk duration for this campaign.	float

Throughput

Sessions initiated (launched), regardless of what happened to them (i.e. includes all possible outcomes).

Includes sessions currently in progress.

A session counts towards Throughput if, from Session Event Data [VZ]:

Detail State (DS) = 1 (Launched)
AND Campaign Name (CN) <> ''

Item Label - Long	Item Label - Short	Description	Type
Throughput - Count	Thruput #	The number of sessions initiated.	int
Throughput Duration - Avg	Thruput ~	The average duration of any session initiated.	float
Throughput Duration - Total	Thruput +	The total duration of all sessions initiated.	float

Timestamp

The timestamp for this outbound campaign event.

From Queue Metrics [MZ] message:

Timestamp (TS) parameter

Item Label - Long	Item Label - Short	Description	Type
Timestamp	Timestamp	The timestamp for this outbound campaign event (in ISO 8601 format).	date

Transferred

Session outcome - sessions transferred to any other agent or IVR.

Each Transferred session generates a TransferData [XZ] message.

Item Label - Long	Item Label - Short	Description	Type
Transferred - Count	Xfer #	The number of Transferred sessions.	int
Transferred - %	Xfer %	The number of Transferred sessions as a percentage of Completed sessions.	float
Transferred External - Count	Xfer Ext #	The number of sessions Transferred to external destinations.	int
Transferred Internal - Count	Xfer Int #	The number of sessions Transferred to internal destinations.	int

Trunks In Use

Trunk lines being used for sessions (regardless of state). See Trunk Management.

From Queue Metrics [MZ] message:

Trunks In Use (O2) parameter

Item Label - Long	Item Label - Short	Description	Type
Trunks In Use - Avg	Trunks ~	The average number of Trunks In Use for this campaign.	float
Trunks In Use - Current	Trunks Now	The current number of Trunks In Use for this campaign.	int

Unavailable

Agent state - logged in, able to receive transfers and make first-party dial but not yet available to the ASD.

An agent has Unavailable time if, from Agent Data [AZ]

Old State (OS) = 2 (logged in but not available)

Duration Calculation -

Timestamp (TS) - Timestamp of last agent state change (Z3)

Item Label - Long	Item Label - Short	Description	Type
Unavailable Duration - Total	Unavail Time +	The total Unavailable duration for this campaign.	float

Wait

From V10.7.1248 - Agent state - from being ready to accept a session, to accepting a session.

Duration calculation - from the Session Data [IZ] message:

Agent Accept (Z4) - Agent Ready (Z0)

Item Label - Long	Item Label - Short	Description	Type
Wait - Count	Wait #	The number of times Wait has occurred.	int
Wait Time - Avg	Wait Time ~	The average Wait Time for this campaign.	float
Wait Time - Total	Wait Time +	The total Wait Time for this campaign.	float

An alternative to Wait:

An agent has Wait2 Time if, from Agent Data [AZ]

Old State (OS)

ASD

Duration Calculation -

Timestamp (TS) - Timestamp of last agent state change (Z3)

Item Label - Long	Item Label - Short	Description	Type
Wait2 - Count	Wait2 #	The number of times Wait2 has occurred.	int
Wait2 Time - Avg	Wait2 Time ~	The average Wait2Time for this campaign.	float
Wait2 Time - Total	Wait2 Time +	The total Wait2 Time for this campaign.	float

From Queue Metrics [MZ] message:

WaitingAgentCount (O3) + WaitingReservedAgentCount (O4)

Item Label - Long	Item Label - Short	Description	Type
Waiting - Current	Waiting Now	The current number of Waiting agents.	int
Waiting - Avg	Waiting ~	The average number of Waiting agents	float

Wrap

From V10.7.1248 - Agent state - from the respondent disconnecting, to the agent completing a session.

Duration calculation - from the Session Data [IZ] message:

Transaction Complete (Z6) - Now Disconnected (Z5)

Item Label - Long	Item Label - Short	Description	Type
Wrap - Count	Wrap #	The number of sessions with Wrap time for this campaign.	int
Wrap Time - Avg	Wrap Time ~	The averageWrap time for this campaign.	float
Wrap Time - Total	Wrap Time +	The totalWrap time for this campaign.	float

An alternative to Wrap:

An agent has Wrap2 Time if, from Agent Data [AZ]

Old State (OS) = 7 (In wrap)

Duration Calculation -

Timestamp (TS) - Timestamp of last agent state change (Z3)

Item Label - Long	Item Label - Short	Description	Type
Wrap2 Time - Avg	Wrap2 Time ~	The average Wrap2 time for this campaign.	float
Wrap2 Time - Total	Wrap2 Time +	The total Wrap2 time for this campaign.	float