Nextiva Contact Center: Campaign Reports

Campaign Reports provide a detailed analysis of your campaign performance across various media types, helping you monitor, evaluate, and optimize your campaigns effectively.

Queue Summary

The Campaign Queue Summary Report calculates and presents queue data for selected campaigns. For each media handled in the campaign queue, the report will display the following data:

Column Header	Description
Name	The campaign name.
Total	Total number of workitems handled by the queue. A workitem can be counted twice if it is transferred back into the queue.
Answered	Total workitems answered in the queue.
Queue	The queue name.
Type	The media type. (Voice, SMS, Chat, Email, Social)
Answered before Threshold	Total workitems answered in the queue before the configured threshold.
Answered after Threshold	Total workitems answered in the queue after the configured threshold.
Abandoned	Total workitems abandoned in the queue.
Abandoned before threshold	Total workitems abandoned in the queue before the configured threshold.
Abandoned after threshold	Total workitems abandoned in the queue after the configured threshold.
AQT (Average Queue Time)	Average queue time of all workitems in the queue.
MQT (Maximum Queue Time)	Maximum queue time of all workitems in the queue.
Total Queue Time	The total queue time for all workitems in the queue.
Total Talk Time	The total talk time for all answered work- items in the queue.
ATT (Average Talk Time)	Average talk time for all answered work- items in the queue.
Total Wrapup Time	The wrap up time for all answered work- items in the queue.
AWT (Average Wrap-up Time)	Average wrap up time for all answered workitems in the queue.
SLA	The service level agreement for the queue.
AHT	Average Handle Time (Total Handle Time / The number of workitems)
MHT	Maximum Handle Time
Handle Time	The time from when the workitem is accepted to the time the workitem has been dispositioned.

Final Disposition

The Campaign Final Disposition Report provides a detailed breakdown of the final outcomes of workitems within your campaigns. This report is essential for understanding how many workitems were assigned a specific disposition, enabling you to assess the effectiveness of your campaigns and make informed decisions to optimize performance.

This is what the report looks like after being run in Grid View:

This is what the report looks like after being run in Stack Bar View:

Volume Summary

The Campaign Volume Summary Report provides a detailed overview of the volume of each type of workitem received by your supervised campaigns. This report is essential for understanding the distribution and handling of various communication channels within your campaigns, enabling you to optimize resources and strategies efficiently.

Column Header	Description
Name	Name of the campaign.
Inbound Calls	The total amount of Inbound calls in the campaign.
Outbound Calls	The total amount of Outbound calls in the campaign.
Progressive Calls	The total amount of Progressive calls in the campaign.
Predictive/QB Calls	The total amount of Predictive or QB calls in the campaign.
Chat	The total amount of chats in the campaign.
Outbound Emails	The total amount of Outbound emails in the campaign.
Inbound Emails	The total amount of Inbound emails in the campaign.
Outbound SMS	The total amount of Outbound SMS in the campaign.
Inbound SMS	The total amount of Inbound SMS in the campaign.
Twitter	The total amount of Tweets in the campaign.
Facebook	The total amount of Facebook posts in the campaign.
Fax	The total amount of Total Inbound or Outbound faxes in the campaign.

This is what the report looks like after being run in Grid View:

This is what the report looks like after being run in Stack Bar View:

Queue Interval

The Campaign Queue Interval Report provides a granular analysis of workitems handled by queues within selected campaigns, segmented by specific time intervals (15, 30, and 60 minutes). For each interval, the following columns of data will be displayed:

Column Header	Description
Name	The time range of the interval.
Campaign	The campaign name. NOTE: This can also be called Total All which is the total for that interval.
Answered	Total answered workitems
Answered before Threshold	Total answered workitems before the configured threshold for each type of workitem in the queue.
Answered after Threshold	Total answered workitems after the con- figured threshold for each type of work- item in the queue.
Abandoned	Total abandoned workitems
Abandon before Threshold	Total abandoned workitems before the configured threshold for each type of workitem in the queue.
Abandon after Threshold	Total abandoned workitems after the con- figured threshold for each type of work- item in the queue.
Total	Total number of workitems handled during the interval.

Scorecards

Scorecards are used to verify if certain words or phrases were used in a recorded conversation. The Campaign Scorecards Report provides details about scorecards used in certain campaigns. You can specify which campaigns when you create the report.

For each supervised campaign, the report displays the following columns of data:

Column Header	Description
Name	Name of the scorecard.
Campaign	Name of the campaign being supervised.
Created At	The date the scorecard was created at.
Call Id	The unique identifier for the call in a campaign being supervised.
From	The number that placed the call.
To	The number that received the call.
Type	The type of call it was. (Inbound, Out- bound)
Agent	The user that handled the workitem.
Result	The result of the call.

NOTE: This report displays scorecards associated with campaigns.

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