Incoming Campaign Reports
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In this section, all reports available for an inbound calling campaign are covered.
Figure 1: Campaign Reports View
This report provides a summary of various aspects of the campaign. Issues such as the number of calls received (answered and unanswered) and calls made from the campaign, arranged in detail with respect to the ratings generated by agents. To access this report, you must enter the "Reports" option within the Campaign Options. The first information that the view gives us is the "incoming calls" and the "made calls" within the campaign. Remember that in OMniLeads, an agent can process a manual call and associate it with an incoming campaign, for example if he was answering a call and it is cut off, the agent can dial the number from the incoming campaign, even though it is an outgoing manual call. It also provides us with information on the average waiting and abandonment times of calls attempted to the system for said campaign.
Figure 2: Incoming Calls / Outgoing Calls
Continuing through this screen, we will find the first button to export information to CSV. In this case, the button allows us to export all the calls answered in the campaign to “CSV / spreadsheet”.
Figure 3: CSV of answered calls
As you can see, the file shows the phone number from which the campaign was called as the first column. Although the contact may have more than one phone number associated with it, in this report the “Phone Number” column refers to the phone number that originated the communication to the campaign and to which the agent rating is associated (“Rating” column).
We would like to emphasize again the fact that in incoming campaigns a contact is not always associated with a contact database. When an incoming call does not have an associated contact or the campaign does not have an associated database, then they are listed with the “out of database” label in the database column of our spreadsheet (figure 3).
Below the button to export answered calls, we find a report that represents the accounting of the different ratings that the agents made on the calls answered in the campaign (figure 4). In this case and in general, all tabulated information can be generated as a CSV export to be able to have the data on a spreadsheet.
Figure 4: Call dispositions
Continuing with the succession of reports presented on the campaign reports screen, we will come across a list that counts all the calls that were not answered in the campaign, that is, failed attempts classified according to whether they were abandoned calls or calls that expired due to waiting time out.
Figure 5: Unanswered calls
Below is a report on the performance of each agent who worked on the campaign. It is presented by counting each rating generated by each agent. In addition, there is a link that allows you to jump to a screen with a more detailed report on the agent in question and their performance in the campaign in question.
Figure 6: Pending Contacts / Calls Made
So, if you click on one of the agents, a new screen with more detail is displayed, which includes, for example, information on:
Effectiveness percentages.
Number of failed call attempts.
Average call duration.
Number of processed calls.
Effective call time within the campaign.
Pause time within the campaign.
Accumulated time in the campaign.
Figure 8: Agent performance detail
Returning to the campaign report, the last item is a list of all the calls processed in the campaign and their results. All manual calls made in the campaign are displayed separately. Remember that in any type of campaign, manual calls can be generated in parallel.
Figure 9: Call details
This report presents each contact managed in the campaign along with the rating it received from the agent who processed the call associated with the contact. In addition, a CSV file can be generated with the ordinary ratings on one side, and on the other side with the contacts whose rating received was of the "management" type.
Figure 10: Call ratings detail
It is important to clarify that this list also includes those contacts dynamically introduced into the campaign by the agents. For example, contacts who called the campaign and were not in the contact database.
On the other hand, each campaign contact has its Rating History available, with the aim of detecting in detail which Customer Journey was followed.
This report presents a flat list of the contact database associated with the campaign and the result of the last call made by the contact to the inbound campaign. The difference with the previous report is that this report does NOT list the contacts that were introduced during the campaign, but rather seeks to map the contact database assigned to the campaign and the result when processed by the campaign.
Note
It is important to note that this report is extremely useful in preview and predictive campaigns, although it may not be very relevant in inbound campaigns. This is because in the latter, a contact database is not usually pre-defined.
Figure 11: Contact database result
