1. Introduction/Overview
This guide details the MT Campaign Performance Report feature on the Call Center Studio platform. This report has been developed to analyze the performance of customer representatives (MTs) in various campaigns. The report is specifically designed for users who want to monitor campaign and customer representative performance.
2. Prerequisites
To use this report effectively, you need to be aware of the following conditions and information:
The report operates on a t-1 basis; meaning, the data always pertains to the previous day.
You can select a maximum date range of 31 days for the report.
A report with the exact same filters can only be generated once per day.
When the report is generated, a notification will be displayed by the system.
3. Step-by-Step Instructions
Follow the steps below to access and use the MT Campaign Performance Report:
Go to the Reporting section from the Call Center Studio main menu.
Click on the Call option from the sub-menu that opens.
Next, select Campaign Reports V2.
From the listed reports, choose the new report named MT Campaign Performance.
Use the following filters to generate the report:
Customer Representative: Select one or more customer representatives whose performance you want to view using multi-select.
Campaign: Select one or more campaigns to analyze using multi-select.
List: Select one or more call lists to be included in the report scope using multi-select.
Start Date - Start Time: Select the date and time from which the report data will begin. This refers to the start time of the campaign calls.
End Date - End Time: Select the date and time at which the report data will end. This refers to the end time of the campaign calls.
Cumulative Button: Use this toggle button to determine if the data will be displayed cumulatively.
After setting all necessary filters, click the Generate Report (or similarly named) button to create the report.
After the reporting engine processes the data, the results will be displayed in the interface.
If you wish, you can download the generated report to your device using the Export (or similarly named) button.
Data Fields Included in the Report:
When the report is generated, you can access the following information:
MT Email: The customer representative's email address.
MT Name: The customer representative's name.
MT Custom ID: The customer representative's custom identification number.
Date: The date to which the data pertains.
Total Campaign Calls: The total number of campaign calls made by the customer representative.
Total Preview Campaign Calls: The total number of preview campaign calls made by the customer representative.
Total Predictive Campaign Calls: The total number of predictive campaign calls made by the customer representative.
Total Talk Time: The customer representative's total talk time.
Total Preview Talk Time: The customer representative's total talk time in preview campaigns.
Total Predictive Talk Time: The customer representative's total talk time in predictive campaigns.
Total Average Talk Time: The customer representative's overall average talk time.
Total Local Release Count: The total number of local wrap-ups (call dispositions made locally by the MT) by the customer representative.
Total Preview Local Release Count: The total number of local wrap-ups by the customer representative in preview campaigns.
Total Predictive Local Release Count: The total number of local wrap-ups by the customer representative in predictive campaigns.
Answered Call Count (Predictive): The number of calls answered by the customer representative in predictive campaigns.
Missed Call Count (Predictive): The number of calls missed by the customer representative in predictive campaigns.
Rejected Call Count (Predictive): The number of calls rejected by the customer representative in predictive campaigns.
Skipped Contact Count (Preview): The number of contacts skipped by the customer representative in preview campaigns.
4. Related Features
This report, along with other campaign-based reports located under the Reporting → Campaign (v2) menu, is part of Call Center Studio campaign management and analysis tools. You can conduct more comprehensive analyses by also reviewing other campaign reports.