Statistics

Go to leftmenu campaign –> Statistics ,open the page.

As shown above,

The first line is for time range choosing. You need to set the time range during which the statistics are being analysed ( the system chooses that date by default).

The second line is the statistic conditions.

The first pull-down box is for the statistic method, is by Campaign ( mainly by campaign, it lists all agents in the campaign and the total number), or by Agent( it lists the chosen agent's performance in his campaign).

The second pull-down box is for the view range (choose the campaign for the statistics), on all campaigns or a specific one.

The third pull-down box is for the output form of the statistic statement, which is by total, year, quarter, month, week, day or hour.

When finishing setting, click OK to establish the statistic task. Because of the huge amount of information, the system will stat in the background.

When it is established, it will be shown on the table below. Click Refresh Statistic list to check the process. When the status is closed, the result can be seen or exported.

Click View and see the results:

Time range：the time range of this piece of data.

Agent name：The last name of the agent account.

Call customer： the number of customers the agent called. (if he called one customer ten times, the number here still is one.)

Answered customer：the number of customers who answered the call.（if he called one customer 5 times, and the customer answered four times, the number here still is one.)

Customer answered rate： Answered customer/call customer

Call times： the time that the agent called.( If he called one customer five times, the call times would be five.)

Answered times：the time that the calls were answered（If he called one customer ten times, and the customer answered five time, the number here is five.)

Answered times rate： Answered times/Call times

Call Results：It lists how many times this “call results” are saved by agents, “call results” might be different different depends on the campaigin.

Agent Unsaved：If the agent did not save the contact record ( there is no call result in the record), then the result will become unsaved by default.

Duration：During this time, how much time agents spent on phone (including ringing and talking)

Billsec：During this time, how much time agents talked

Invalid Number：The number of no answered calls

Invalid Rate：Invalid Number/Customer number

Callback Number：Total number when agent save a customer with status pending

Callback Rate：Callback Number/Customer Called

Pratical Success Number：The success customer number after QC

Conversation Rate：Pratical Success Number/Answered Customer Number

Success Rate：Pratical Success Number/Called Customer Number

QC Success Number：No matter the customer status, the number passed quality control

Agent Submit Success Number：the number of customer with status “Success Submit”

Submit Success and QC：the number of customer with status “Success Submit” and checked in QC

Submit Success and QC Success：the number of customer with status “Success Submit” and passed in QC

Submit Success and QC Failed：the number of customer with status “Success Submit” but failed in QC