Outbound Voice Campaign Report Data Model
Contact Expert v6.1 for Skype for Business Server
These measures are based on the ACEReport.bi.CampaignCases and ACEReport.bi.CampaignTasks views that finally read most of their data from ACESystem.dbo.SESSSIONS and ACESystem.dbo.HISTORY tables.
Campaigns and contact (customer) records that are explicitly deleted from the CE database by the Administrator are excluded from these reports.
Outbound voice campaign report package measure descriptions
| Measure name | Description | Group | Format |
|---|---|---|---|
| Call success ratio (%) | Successful calls compared to the total call number. | CampaignCalls | 0.0 %;-0.0 %;0.0 % |
| Call success ratio (closed records) (%) | Successful calls compared to the total call number among closed cases. | CampaignCalls | 0.0 %;-0.0 %;0.0 % |
| Call success ratio (open records) (%) | Successful calls compared to the total call number among open case. | CampaignCalls | 0.0 %;-0.0 %;0.0 % |
| Calls | CampaignCalls | #,0 | |
| Calls (closed records) | CampaignCalls | #,0 | |
| Calls (open records) | CampaignCalls | #,0 | |
| Calls answered | CampaignCalls | #,0 | |
| Calls answered (closed records) | CampaignCalls | #,0 | |
| Calls answered (open records) | CampaignCalls | #,0 | |
| Calls answered but short or not human | CampaignCalls | #,0 | |
| Calls answered but short or not human (closed records) | CampaignCalls | #,0 | |
| Calls answered but short or not human (open records) | CampaignCalls | #,0 | |
| Calls answered by answering machine | CampaignCalls | #,0 | |
| Calls answered by answering machine (closed records) | CampaignCalls | #,0 | |
| Calls answered by answering machine (open records) | CampaignCalls | #,0 | |
| Calls answered by fax | CampaignCalls | #,0 | |
| Calls answered by fax (closed records) | CampaignCalls | #,0 | |
| Calls answered by fax (open records) | CampaignCalls | #,0 | |
| Calls answered by human | CampaignCalls | #,0 | |
| Calls answered by human (closed records) | CampaignCalls | #,0 | |
| Calls answered by human (open records) | CampaignCalls | #,0 | |
| Calls answered by human and long | CampaignCalls | #,0 | |
| Calls answered by human and long (closed records) | CampaignCalls | #,0 | |
| Calls answered by human and long (open records) | CampaignCalls | #,0 | |
| Calls answered by human but short | CampaignCalls | #,0 | |
| Calls answered by human but short (closed records) | CampaignCalls | #,0 | |
| Calls answered by human but short (open records) | CampaignCalls | #,0 | |
| Calls answered by machine | CampaignCalls | #,0 | |
| Calls answered by machine (closed records) | CampaignCalls | #,0 | |
| Calls answered by machine (open records) | CampaignCalls | #,0 | |
| Calls answered by modem | CampaignCalls | #,0 | |
| Calls answered by modem (closed records) | CampaignCalls | #,0 | |
| Calls answered by modem (open records) | CampaignCalls | #,0 | |
| Calls failed | CampaignCalls | #,0 | |
| Calls failed (closed records) | CampaignCalls | #,0 | |
| Calls failed (open records) | CampaignCalls | #,0 | |
| Business tag match | CampaignCases | #,0 | |
| Business tag match (closed) | CampaignCases | #,0 | |
| Business tag match (open) | CampaignCases | #,0 | |
| Business tag match efficiency (%) | CampaignCases | 0.0 %;-0.0 %;0.0 % | |
| Business tag match efficiency (closed) (%) | CampaignCases | 0.0 %;-0.0 %;0.0 % | |
| Business tag match efficiency (open) (%) | CampaignCases | 0.0 %;-0.0 %;0.0 % | |
| Business tag match in more calls | CampaignCases | #,0 | |
| Business tag match in more calls (closed) | CampaignCases | #,0 | |
| Business tag match in more calls (open) | CampaignCases | #,0 | |
| Business tag match in one call | CampaignCases | #,0 | |
| Business tag match in one call (closed) | CampaignCases | #,0 | |
| Business tag match in one call (open) | CampaignCases | #,0 | |
| Business tag match in one call efficiency (%) | CampaignCases | 0.0 %;-0.0 %;0.0 % | |
| Business tag match in one call efficiency (closed) (%) | CampaignCases | 0.0 %;-0.0 %;0.0 % | |
| Business tag match in one call efficiency (open) (%) | CampaignCases | 0.0 %;-0.0 %;0.0 % | |
| Business tag match in two calls | CampaignCases | #,0 | |
| Business tag match in two calls (closed) | CampaignCases | #,0 | |
| Business tag match in two calls (open) | CampaignCases | #,0 | |
| Business tag match ratio (%) | CampaignCases | 0.0 %;-0.0 %;0.0 % | |
| Business tag match ratio (close) (%) | CampaignCases | 0.0 %;-0.0 %;0.0 % | |
| Business tag match ratio (open) (%) | CampaignCases | 0.0 %;-0.0 %;0.0 % | |
| Calls per customer | Average number of calls among customers that had been called at least once. | CampaignCases | #,0.0 |
| Calls per customer (closed records) | Average number of calls among customers that had been called at least once and whose record is closed. | CampaignCases | #,0.0 |
| Calls per customer (open records) | Average number of calls among customers that had been called at least once and whose record is still open. | CampaignCases | #,0.0 |
| Closed script data 1 | CampaignCases | #,0 | |
| Closed script data 2 | CampaignCases | #,0 | |
| Closed script data 3 | CampaignCases | #,0 | |
| Closed script data 4 | CampaignCases | #,0 | |
| Closed script data 5 | CampaignCases | #,0 | |
| Consultations per contacted customer | CampaignCases | #,0.0 | |
| Customer access efficiency (%) | Number of clients reached compared to total call number. | CampaignCases | 0.0 %;-0.0 %;0.0 % |
| Customer access efficiency (closed) (%) | Number of clients reached compared to total call number among closed cases. | CampaignCases | 0.0 %;-0.0 %;0.0 % |
| Customer access efficiency (open) (%) | Number of clients reached compared to total call number among open cases. | CampaignCases | 0.0 %;-0.0 %;0.0 % |
| Customer access ratio (%) | Number of customers reached successfuly compared to the total number of customers that had been called at least once. | CampaignCases | 0.0 %;-0.0 %;0.0 % |
| Customer access ratio (closed) (%) | Number of customers reached successfuly compared to the total number of customers that had been called at least once. | CampaignCases | 0.0 %;-0.0 %;0.0 % |
| Customer access ratio (open) (%) | Number of customers reached successfuly compared to the total number of customers that had been called at least once. | CampaignCases | 0.0 %;-0.0 %;0.0 % |
| Customer records | Number of customer records in the campaign regardless of its status. The records had been imported or added by agent or another automated process. | CampaignCases | #,0 |
| Customer records in closed state | Number of customer records in the campaign with closed status. These records will be not delivered to an agent any more by the system, however they might still be grabbed by an agent manually. | CampaignCases | #,0 |
| Customer records in inactive state | Number of customer records in the campaign that had been marked as inactive by an administrator. The status of these records might be later changed back to another status by an administrator. | CampaignCases | #,0 |
| Customer records in open postponed state | Number of customer records in the campaign with postponed status. These represents customers that had been called already by the system but failed and will be retried again based on the dial rules. | CampaignCases | #,0 |
| Customer records in open processing state | Number of customer records in the campaign with processing status. These records are just in the process of delivering to an agent or are actually at an agent now. Outside of campaign activity hours this counder should be zero. | CampaignCases | #,0 |
| Customer records in open rescheduled state | A customer record in the campaign in rescheduled status. These are records that had been rescheduled during a customer interaction. It is generally the agent who reschedules the record, but there might be other procedures as well resulting this status. | CampaignCases | #,0 |
| Customer records in open state | Number of customer records in the campaign database with any of the following statuses: untouched, rescheduled, postponed or processing. These records are still worked on by the system. | CampaignCases | #,0 |
| Customer records in open untouched state | Number of customer records in the campaign with untouched status. It generally means that the record had not yet been worked on by the system at all. However an administrator might put an already processed record back to this status manually. | CampaignCases | #,0 |
| Customers called | Number of customers in the campaign that had been tried to call (at least once) already. | CampaignCases | #,0 |
| Customers called (closed) | CampaignCases | #,0 | |
| Customers called (inactive) | CampaignCases | #,0 | |
| Customers called (open) | CampaignCases | #,0 | |
| Customers called but not connected | Number of customers in the campaign that had been tried to call (at least once) already but had not been connected yet. | CampaignCases | #,0 |
| Customers called but not connected (closed) | Number of customers in the campaign that had been tried to call (at least once) already but had not been connected yet. | CampaignCases | #,0 |
| Customers called but not connected (inactive) | Number of customers in the campaign that had been tried to call (at least once) already but had not been connected yet. | CampaignCases | #,0 |
| Customers called but not connected (open) | Number of customers in the campaign that had been tried to call (at least once) already but had not been connected yet. | CampaignCases | #,0 |
| Customers contacted | CampaignCases | #,0 | |
| Customers contacted (closed) | CampaignCases | #,0 | |
| Customers contacted (inactive) | CampaignCases | #,0 | |
| Customers contacted (open) | CampaignCases | #,0 | |
| Customers contacted only technically | CampaignCases | #,0 | |
| Customers contacted only technically (closed) | CampaignCases | #,0 | |
| Customers contacted only technically (inactive) | CampaignCases | #,0 | |
| Customers contacted only technically (open) | CampaignCases | #,0 | |
| Customers contacted successfully | CampaignCases | #,0 | |
| Customers contacted successfully (closed) | CampaignCases | #,0 | |
| Customers contacted successfully (inactive) | CampaignCases | #,0 | |
| Customers contacted successfully (open) | CampaignCases | #,0 | |
| Customers not called | Number of customers in the camapign that had not yet been tired to call. This is either an untouched record or a record in rescheduled status. The later means that the call had already been at an agent for processing, but the agent had not made a call. | CampaignCases | #,0 |
| Customers not called (closed) | CampaignCases | #,0 | |
| Customers not called (inactive) | CampaignCases | #,0 | |
| Customers not called (open) | CampaignCases | #,0 | |
| No business tag match | CampaignCases | #,0 | |
| No business tag match (closed) | CampaignCases | #,0 | |
| No business tag match (open) | CampaignCases | #,0 | |
| Open script data 1 | CampaignCases | #,0 | |
| Open script data 2 | CampaignCases | #,0 | |
| Open script data 3 | CampaignCases | #,0 | |
| Open script data 4 | CampaignCases | #,0 | |
| Open script data 5 | CampaignCases | #,0 | |
| Rescheduled at least once | CampaignCases | #,0 | |
| Rescheduled at least once (closed records) | CampaignCases | #,0 | |
| Rescheduled at least once (open records) | CampaignCases | #,0 | |
| Reschedules per rescheduled customer | CampaignCases | #,0.0 | |
| Script data 1 | CampaignCases | #,0 | |
| Script data 2 | CampaignCases | #,0 | |
| Script data 3 | CampaignCases | #,0 | |
| Script data 4 | CampaignCases | #,0 | |
| Script data 5 | CampaignCases | #,0 | |
| Average reschedule repetitions | Average number of reschedules among customer records that had been rescheduled at least once. | CampaignTasks | #,0.0 |
| Average reschedule repetitions (closed records) | Average number of reschedules among customer records that had been rescheduled at least once. | CampaignTasks | #,0.0 |
| Average reschedule repetitions (open records) | Average number of reschedules among customer records that had been rescheduled at least once. | CampaignTasks | #,0.0 |
| Tasks | CampaignTasks | ||
| Tasks (closed records) | CampaignTasks | ||
| Tasks (open records) | CampaignTasks | ||
| Tasks closed | CampaignTasks | ||
| Tasks rescheduled | CampaignTasks | ||
| Tasks rescheduled (closed records) | CampaignTasks | ||
| Tasks rescheduled (open records) | CampaignTasks | ||
| Tasks with interaction | CampaignTasks | ||
| Tasks with no intearcion (auto close callback) | CampaignTasks | ||
| Tasks with no intearcion (preview only) | CampaignTasks | ||
| Tasks with no interaction | CampaignTasks | ||
| PrmBusinessSuccessKeyword | Parameters | 0 | |
| PrmLastTaskBusinessTagOnly | Parameters | 0 | |
| PrmMinCallLength | Parameters | 0 | |
| Data refresh date | RefreshDate | M/d/yyyy hh:mm:ss AM/PM |
Dimensions
Dimensions are data based on which your facts can be sliced, grouped. broken down. The following dimensional data are available in this report package:
- Batch load dates
- Last activity dates
- Agents
- Campaigns
For a comprehensive description of the dimension tables, see BI Reporting Dimensions.
Parameters
Global parameters are affecting the calculations of some of the measures. One does not have to go into Power Pivot and change hard wired numbers or strings in the measure calculations. Instead these parameter values can be changed directly from Excel.
Due to current MS Power Pivot limitations changes of the parameter values might become effective only after saving and re-opening the excel file.
| Parameter | Value | Description |
|---|---|---|
| Minimum call length (sec) | 5 | Determines the minimum length of a call connected to a human that is treated as a really successful connection. |
| Where to look for the keyword | In any tasks in the case | Determines if the keyword (see below) should be searched for only in the latest task of the case, or within any tasks belonging to the case. |
| Business success keyword | keyword | Keyword determining reaching business goal. It is searched for within the business tags defined for the tasks. |
Sample reports
Several sample reports are provided in the package:
- Detailed campaign status
- Campaign analysis
- Campaigns summary
- Loads summary