Campaign Performance Report

Required security profile permissions: Campaign Performance View

Report source: Tubes

Report refresh rate: 6 hours

The Campaign Performance report is designed to bring all of the key metrics concerning the performance of your campaignsA grouping of skills used to run reports. right to your fingertips in an intuitive, easy-to-read, actionable report. With this report, you will be able to quickly assess which of your campaigns are successful and which may need further optimization.

Report Sections

Graphs

Graphs provide visual, side-by-side indicators of campaign performance using both contact volume and key performance metrics that allow a manager to quickly identify high and low performing campaigns.

Our 5 busiest campaigns

Displays your five busiest campaigns in terms of call volume.

Allows the person reading the report to quickly determine which campaigns are generating the most call volume to aide such things as staffing decisions and other campaign optimizations. Also enables quick monitoring of call spikes pertaining to campaigns to identify how sudden external changes are impacting call volume.

Top 3/bottom 3 campaigns by AHT

Displays the top three and bottom three performing campaigns in terms of Average Handle Time.

Allows the person reading the report to determine which campaigns are generating the shortest and longest contact durations in order to quickly identify which campaigns are running smoothly and which need additional optimization.

Top 3/bottom 3 campaigns by service level

Displays the top three and bottom three performing campaigns in terms of Service Level.

Allows the person reading the report to determine how campaigns are performing from a service level perspective that can be used to drive staffing modifications.

Metrics

Metrics display a breakdown of campaigns across a number of key metrics, allowing a manager to drill into campaign performance detail for a quick glance assessment.

The key performance metrics included on the Campaign Performance report include:

• Campaign Name: The name of the campaign for which the metrics in this row are associated with.
• Incoming: The total number of incoming contacts for the associated campaign.
• Outbound: The total number of outbound contacts for the associated campaign.
• Offered: The total number of inbound contacts offered to an agent for the associated campaign.
• Handled: The total number of inbound contacts handled by an agent for the associated campaign.
• AHT: The average handle time for inbound contacts handled by an agent for the associated campaign.
• Abandons: The total number of abandoned contacts for the associated campaign.
• Avg inQueue Time: The average amount of time that a contact spends in queue for the associated campaign.
• % Abandons: Percent of total inbound contacts that are abandoned before they reach an agent for the associated campaign.
• Avg Abandon Time: Average amount of time a contact spends in queue before they abandon.
• Service Level: The service level percentage for the associated campaign.