What is?
Abandoned - Number of calls connected but have no agent available to answer (Predictive & one to one dialling (progressive)) (can be high at the end of a shift due to agents logging of while predictive dialling is happening)
Agent - The person conducting the interview
Bad Address - A number that not provisioned / not recognised on the telephony network
Campaign - The current campaign being dialled or a completed campaign. Also know as Fieldwork, Project, study etc
Fast Drop - Calls connects but fails on connection to the agent
Respondent - The person receiving the call made by the agent or INVADE Solution
Skills-Based Routing - Skills-based routing is a call-assignment strategy used to assign calls to the most suitable agent, instead of simply choosing the next available agent
Campaign search field descriptors
| Field name UI | Field name DB | Description |
|---|---|---|
| Abandon calls % | Abandonspc | Percentage of abandoned calls across the campaign. |
| Abandoncalls across all % | (100 * sum(Abandons)) / Calls | Percentage of abandoned calls across all the campaign sessions. |
| AgentCalls | AgentCalls | Agent preview & manual type calls made |
| AgentConnections | AgentConnections | Total connected agent preview & manual type calls made |
| AgentConnections % | AgentConnectionspc | Percentage of agent connected Preview & Manual type calls made |
| AgentNoAnswers | AgentNoAnswerspc | Total Agent coded no answer from respondent connected Preview & Manual type calls made |
| AgentBusies | AgentBusies | Total Agent calls coded as busy from respondent connected Preview & Manual type calls made |
| AgentBusies % | AgentBusiespc | Percentage of agent calls coded as busy from respondent connected Preview & Manual type calls for the campaign |
| AgentBadAdresses | AgentBadAdresses | Total Agent calls coded as a bad address |
| AgentBadAdresses % | AgentBadAdressespc | Percentage of agent calls coded as a bad address |
| AgentCongestions | AgentCongestions | Total Agent calls coded as congested (local or provider congestion) |
| AgentCongestions % | AgentCongestions % | Percentage of agent calls coded as congested (local or provider congestion) |
| AgentOthers | AgentOthers | Total Agent calls coded as other (often the agent is unsure of correct coding or unexpected outcome) |
| AgentOthers % | AgentOthers % | Percentage of agent calls coded as other (often the agent is unsure of correct coding or unexpected outcome) |
| Abandons | Abandons | Total number of calls by the dialler coded as abandoned |
| Abandons % | Abandons % | Percentage of abandoned calls made by the dialler |
| AMD | AMD | Answer Machine Detection on / off |
| AMDs | AMDs | Total number of calls by the dialler detected as answer machines |
| AMDs % | AMDspc | Percentage of Answer Machine Detection outcomes for calls made by the dialler |
| Busies | Busies | Total number of calls made by the dialler coded as busy |
| Busies % | Busiespc | Percentage of calls coded as busy in a campaign |
| BadAdresses | BadAdresses | Total calls made by the dialler coded as Bad Address |
| BadAdresses % | BadAdressespc | Percentage of calls coded as Bad Address |
| BadTransfers | BadTransfers | Total calls transferred but not connected to the destination such as extension number / IVR etc |
| BadTransfers % | BadTransferspc | Percentage of calls transferred but not connected to the destination in the campaign |
| ConnectedOutCalls | ConnectedOutCalls | Total Number of calls made by agents that connected |
| CLID | CLID | Calling Line IDentifier - Number displayed to respond on a compatible device (NOTE: in certain countries, this can be displayed a word) |
| Connected | Connected | Total calls connected for the camapign (agent calls, dialler calls , Inbound calls) |
| Calls | Calls | Total number of calls made by the dialler |
| Connections | Connections | Total number of connected calls that were made by the dialler |
| Connections % | Connectionspc | Percentage of connected calls made by the dialler in a campaign |
| ClosedDateTime | ClosedDateTime | Date & time when the campaign was stopped |
| Closed | Closed | Displayed as a string rather than explicit date & time |
| Campaign | Name | Name of the campaign |
| Congestions | Congestions | Total dialler calls coded as congested (local or provider congestion) |
| Congestions % | Congestionspc | Percentage of dialler calls coded as congested (local or provider congestion) for the campaign |
| Date | Date | The date displayed in format Year / Month / Day |
| DialingPeak | DialingPeak | The highest amount of calls in progress |
| DiallerName | DiallerName | Given name of the INVADE Solution |
| Faxes | Faxes | Total number of fax machines detected |
| Faxes % | Faxespc | Percentage of fax machines detected in a campaign |
| FastDrops | FastDrops | Total number of fast drops |
| FastDrops % | FastDropspc | Percentage of fast drops in a campaign |
| GroupID | GroupID | Group identifier (numeric) for skills-based routing |
| GroupName | GroupName | Name given for the group (alphanumeric & Numeric) |
| CampaignID | ID | Campaign identifier (alphanumeric) |
| Inbound Calls | InCalls | The number of inbound calls received in the campaign |
| ConnectedInCalls | ConnectedInCalls | The number of inbound calls received in the campaign and taken by agents (outcome SUCCESS) |
| Inbound Connections | InConnections | The number of inbound calls received in the campaign and taken by agents (outcome SUCCESS) |
| Inbound Connections % | InConnectionspc | Percentage of inbound connections over all Inbound calls |
| Inbound FastDrops | InFastDrops | The number of inbound calls received in the campaign but dropped by call before reaching an agent |
| Inbound FastDrops % | InFastDropspc | Percentage of inbound fast drops over all Inbound calls |
| InterfaceType | InterfaceType | Connected CATI identifier ie. NIPO = 0 |
| IsParent | IsParent | Parent campaign for the Group |
| Method | DialMethod | Selected dialling method to making dialler calls i.e. Predictive |
| NumAgentsPeak | NumAgentsPeak | Peak number of agent on campaign |
| NumAgentsAvg | NumAgentsAvg | Average number of agents on campaign |
| NA Timeout | NATimeout | No answer time out for calls made by the dialler |
| NoAnswers | NoAnswers | Total number of no answers for calls made by the dialler |
| NoAnswers % | NoAnswerspc | Percentage of no answers for calls made by the dialler |
| OvrDl % | OverDialRate * 100 | Overdial rate percentage currently |
| Others | Others | Total number of outcome OTHER for calls made by the dialler. See the disconnect reason of calls |
| Others % | Otherspc | Percentage of others for calls made by the dialler. |
| OverDialRate | OverDialRate | Overdial rate currently as decimal value |
| OverDialAvg | OverDialAvg | Overdial rate average as decimal value |
| Peak | ConnectedPeak | Peak concurrently connected calls |
| ProjectID | ProjectID | Project identifier as GUID (passed by the CATI if supported) |
| PreCalls | PreCalls | Number of pre-calls is the number of sample records received from the CATI but yet to be called |
| ParentID | ParentID | Parent campaign identifier |
| Rec | CallRecord | Call recording enabled true/false |
| Started | StartedDateTime | Campaign started date & time |
| State | State | Current campaign state |
| StartedDateTime | StartedDateTime | Campaign start date & time |
| TalkTime | TalkTime | Percentage of time agents spent in Talk state |
| TTA | TTA | The Average time for calls that connected to be answered in seconds (not inbound calls) |
| TrunkUsage | TrunkUsage | Current trunk usage (number of channels currently in use) |
| TrunkUsagePeak | TrunkUsagePeak | Peak concurrent usage of trunks |
| TimeTotal | TimeTot | Total time agent spent logged in (in seconds if exported) |
| TalkTimeTotal | TalkTimeTot | Total time agent spent talking (in seconds if exported) |
| TalkTimePerConnect | TalkTimePerConnect | Talk time per connect (in seconds if exported) |
| Target | TargetRate | Target abandon rate |
| UnAvailableTime | UnAvailableTime | Percentage of time agents spent in Unavailable state |
| UnAvailableTimeTotal | UnAvailableTimeTot | Total time of agents being in Unavailable state (in seconds if exported) |
| UnAvailableTimePerConnect | UnAvailableTimePerConnect | Unavailable time per connect (in seconds if exported) |
| WrapTime | WrapTime | Percentage of time agents spent in Wrap state |
| WaitingTime | WaitingTime | Percentage of time agents spent in Waiting state |
| WrapTimeTotal | WrapTimeTot | Total time of agents being in Wrap state (in seconds if exported) |
| WaitingTimeTotal | WaitingTimeTot | Total time of agents being in Waiting state (in seconds if exported) |
| WrapTimePerConnect | WrapTimePerConnect | Wrap time per connect (in seconds if exported) |
| WaitingTimePerConnect | WaitingTimePerConnect | Waiting time per connect (in seconds if exported) |
| Agent count | NumAgents | Total number of agents currently logged on to in the live campaign only (will show 0 for closed campaigns) |
InCall % | NumInCallpc | Percentage of agents currently in InCall state (connected) |
InCall | NumInCall | Number of agents currently in InCall state (connected) |
NumUnAvailable | NumUnAvailable | Number of agents currently in UnAvailable state |
| NumUnAvailable% | NumUnAvailablepc | Percentage of agents currently in UnAvailable state |
| Wait % | NumWaitingpc | Percentage of agents currently in Wait state |
| Wait | NumWaiting | Number of agents currently in Waiting state |
| Wrap % | NumWrappc | Percentage of agents currently in Wrap state |
| Wrap | NumWrap | Number of agents currently in Wrap state |
Call search field descriptors
| Field name UI | Field name DB | Description |
|---|---|---|
| AgentID | AgentID | Unique agent session GUID |
| AgentName | AgentName | Agent name presented by CATI |
| AgentDisplayName | AgentDisplayName | Agent display name presented by CATI (if supported) |
| CampaignID | CampaignID | Unique campaign GUID |
| CampaignName | CampaignName | Campaign name presented by CATI |
| CampaignDisplayName | CampaignDisplayName | Campaign display name presented by CATI (if supported) |
| ChannelName | ChannelName | Channel name on which call was made |
| CallerID | CallerID | CallerID presented to the respondent call for outgoing calls or received for incoming calls |
| Call Type | Type | Call type (DIALLER = 0, AGENT = 1, INBOUND = 2, SESSION = 4) |
| Code | Code | Call outcome code sent by CATI |
| CodeDescriptor | CodeDescriptor | Call outcome code descriptor sent by CATI (if supported) |
| ConnectToDisconnectIdle | ConnectToDisconnectIdle | Duration in seconds between Connect and DisconnectIdle (respondent hangup) |
| Dialler | DiallerName | Dialler name |
| DialledNum | DialledNum | Telephone number dialled |
| DialledNumMatched | DialledNumMatched | Telephone number matched exact prefix |
| DataBaseID | DataBaseID | Internal database identifier for the sample provided by theCATI |
| Duration | Duration | Used for live status information this is the about of time the call has been in the current state |
| Date | Date | Date when the call was made(no time) |
| DisconnectReason | DisconnectReason | Disconnect reason from telephony platform |
| DisconnectToIdle | DisconnectToIdle | Duration in seconds between Disconnect and Idle (valid only if the respondent hung up first) |
| ID | ID | Internal call identifier |
| InterviewID | InterviewID | Interview ID provided by CATI |
| IdleToComplete | IdleToComplete | Duration in second between Idle and Complete (wrap time) |
| MakeToRingback | MakeToRingback | Duration between when the call was placed and ringing signal received |
| MakeToFail | MakeToFail | Duration between when the call being made and call receiving a failure from the network |
| Outcome | Outcome | Call outcome - a high level call progress outcome |
| PortName | PortName | Port name on which the call was placed |
| PortID | PortID | Port id on which the call was placed |
| RawDisconnectReason | RawDisconnectReason | Disconnect reason reported by telephony platform (ISDN failure code) |
| RingbackToConnect | RingbackToConnect | Duration between when ring signal returned by the network and call connect (where no ringing signal is received and the call connects this is calculated to be the time between the call make and connection events) |
| RingbackToFail | RingbackToFail | Duration between the ring signal and call fail (conventionally a call should not ring and fail, but it can happen in irregular networks) |
| Recorded | Recorded | Whether the call was recorded |
| RecordingFile | RecordingFile | Recording file name |
| SupplyToMake | SupplyToMake | Duration between the number was supplied by CATI and the call being made by the dialler |
| Server | Server | Server name on which the call took place |
| SampleID | SampleID | Internal ID of the Sample associated with the call |
| TelNum | TelNum | Telephone number provided by CATI |
| TimeSupply | TimeSupply | Date and time when the sample was supplied by CATI |
| TimeMake | TimeMake | Date and time when the call was made |
| TimeRingback | TimeRingback | Date and time when the call started ringing |
| TimeFail | TimeFail | Date and time when the call failed |
| TimeConnect | TimeConnect | Date and time when the call connected |
| TimeDisconnect | TimeDisconnect | Date and time when the call disconnected |
| TimeIdle | TimeIdle | Date and time when the interview went idle |
| Deleted | Deleted | Wheteher the call recording was deleted via WebPortal |
| TimeComplete | TimeComplete | Date and time when the call completed/coded |
| Action/DeleteRecording | N/A | Only in UI, column contains button to delete the recording |
| Prefix(3) | TelNum.substring(0, 3) | Representing first 3 digits of TelNum |
| Prefix(4) | TelNum.substring(0, 4) | Representing first 4 digits of TelNum |
Agent search field descriptors
| Field name UI | Field name DB | Description |
|---|---|---|
| Agent Calls | Calls | Number of agent (preview) calls made by the agent |
| Agent Calls p/h | (Calls / TimeTot) * 3600 | Number of agent (preview) calls made by agent per hour |
| All Calls p/h | ((Calls + InCall) / TimeTot) * 3600 | Number of agent & dialler calls made by agent per hour |
| Busies | Busies | Number of busy calls |
| Busies % | Busiespc | Percentage of busy calls |
| BadAdresses | BadAdresses | Number of BadAddress calls |
| BadAdresses % | BadAdressespc | Percentage of BadAddress calls |
| Congestions | Congestions | Number of Congestion calls |
| Congestions % | Congestionspc | Percentage of Congestion calls |
| CampaignID | CampaignID | Unique campaign GUID |
| Campaign | CampaignName | Campaign name |
| ConnectedOutCalls | ConnectedOutCalls | Number of connected outbound calls (agent & dialler) |
| Connections | Connections | Number of Connected calls |
| Connections % | Connectionspc | Percentage of Connected calls |
| Dialler Calls | InCalls | Number of dialler calls |
| Dialler Calls p/h | (InCalls / TimeTot) * 3600 | Dialler calls per hour |
| DiallerName | DiallerName | Dialler name |
| Date | Date | Date when the call was placed (no time) |
| GroupID | GroupID | Agent group identifier |
| Location | Location | Agent location (extension number) |
| Logged On | LoggedOnDateTime | Logged on date and time |
| Logged Off | LoggedOffDateTime | Logged off date and time |
| Name | Name | Agent name presented by CATI |
| NoAnswers | NoAnswers | Number of NoAnswer calls |
| NoAnswers % | NoAnswerspc | Percentage of NoAnswer calls |
| Others | Others | Number of Other calls |
| Others % | Otherspc | Percentage of Other calls |
| ParentID | ParentID | Parent campaign ID |
| ProjectID | ProjectID | Campaign ID |
| TalkTimeTotal | TalkTimeTot | Total time spent talking |
| TalkTime % | TalkTime | Percentage of time agent spent in InCall state |
| TimeTotal | TimeTot | Total time in logged on state |
| TalkTimePerConnect s | TalkTimePerConnect | Talk time per call connect |
| UnAvailableTimeTotal | UnAvailableTimeTot | UnAvailable time total |
| UnAvailableTime % | UnAvailableTime | Percentage of time agent spent in Unavailable state |
| UnAvailableTimePerConnect s | UnAvailableTimePerConnect | UnAvailable time per connect |
| WrapTimeTotal | WrapTimeTot | Wrap time per connect |
| WaitingTimeTotal | WaitingTimeTot | Waiting time total |
| WrapTime % | WrapTime | Percentage of time agent spent in Wrap state |
| WaitingTime % | WaitingTime | Percentage of time agent spent in Waiting state |
| WrapTimePerConnect s | WrapTimePerConnect | Wrap time per connect |
| WaitingTimePerConnect s | WaitingTimePerConnect | Wait time per connect |