Campaign Summary Report

Related Products or Features: Business Intelligence (BI) Reports

The Campaign Summary report displays information about the active campaigns A grouping of skills used to run reports. in your organization. It shows:

The number of inbound and outbound contacts The person interacting with an agent, IVR, or bot in your contact center. over time.
The number of handled contacts in each campaign.
Overall Average Handle Time, Average Inqueue Time, Average Abandon Time, and Average Agent Response Time.
A table with data for each campaign. You can drill down to see this information at the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge and contact levels.

The values in the Campaign Name and Campaign No column are clickable. This allows you to see data for that campaign. Then, you can click a Skill Name or Skill No to view data for that skill. The Campaign Summary report will then show data for all the contacts in that skill.

Working with Business Intelligence (BI) reports

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.

Data in this Report

The Campaign Summary report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column	Description
Campaign Name	Name of the campaign A grouping of skills used to run reports. as configured in ACD > Contact Settings > Campaigns.
Campaign No	Unique ID number assigned to the campaign.
Inbound	Number of inbound contacts The person interacting with an agent, IVR, or bot in your contact center. in the campaign.
Outbound	Number of outbound contacts in the campaign.
Offered	Number of contacts delivered to an agent that were answered or refused.
Handled	Number of contacts delivered to an agent that were answered.
Abandons	Number of abandons that occurred in the campaign.
% Abandons	Percentage of contacts that were queued and then abandoned. Formula: (Abandons / Contacts Queued) * 100
Avg Handle Time	Average amount of time agents spend handling contacts in the campaign.
Avg Inqueue Time	Average amount of time inbound contacts in the campaign spend in the queue.
Avg Abandon Time	Average amount of time contacts in the campaign wait before abandoning.
In SLA	Number of contacts queued and routed to an agent within the service level threshold (SLA) configured for the skills in the campaign.
Out SLA	Number of contacts queued and routed to an agent outside of the service level threshold (SLA) configured for the skills in the campaign.
Avg Agent Response Time	Average amount of time agents take to respond to digital contacts in the campaign.