Report Columns definitions

The reports can be created using 4 different data sources. The different data sources are shown in the column titles (which you can choose on the “Columns”):



1) Call – Any activity done during dialing session. Any changes to leads done without or outside calling – like manually editing a lead from a Redial into a Success – are not included in the “Call” columns.

2) Lead (Closed date) – Status/Results on leads both during and outside calling, based on the Closed date. These fields can for example be used to create a report that shows how many leads have been closed this month and with what status.

3) Lead (Scheduled dial time) - Status/Results on leads both during and outside calling, based on the scheduled dial time. These fields can for example be used to create a report showing how many leads have a scheduled dial time in the coming days or weeks (Pipeline)


4) Lead (Upload date) – Status/Results on leads both during and outside calling, based on the upload time of the lead. These fields can for example be used to create a report that shows the status of the leads that have been uploaded in the past.


5) SUM "Fieldname (Possible combined with lead result)" – Sum of the entered field values provided the field data type is a "Number" or "Decimal number"
Fields of the data types Revenue, Profit, Commission and Points can each be reported in a single column in the reports, no matter what the actual field names are. If a lead contains multiple fields of type Revenue, they will all be included in the column.




Here is a full list of report column definitions:

 

Call - Abandoned 
Number of calls processed as “Abandoned”

Call - Abandoned % 
Percentage of calls processed as “Abandoned” compared to number of call attempts

Call - Alternative Number 
Number of calls to manually entered alternative phone number on a lead

Call - Automatic redial 
Number of calls to leads with the status "Automatic redial"

Call - Automatic Redials scheduled 
Number of calls to leads with status “Automatic redial” before the call

Call - Automatic Redials scheduled % 
Percentage of calls to leads with status “Automatic redial” before the call compared to number of call attempts

Call - Average conversation time (excl. voicemail) 
Average time spent on conversations per call attempt

Call - Common Redial 
Number of calls to leads with the status "Common Redial"

Call - Common Redials scheduled 
Number of calls where a Common Redial has been scheduled

Call - Common Redials scheduled % 
Percentage of calls where a Common Redial has been scheduled compared to number of contacts

Call - Contact (incl. voicemail + RCM calls) 
Number of calls connected to lead (including voicemail)

Call - Call Attempts 
Total call attempts, 1 per phone number dialed on the lead

Call - Contact Time (incl. voicemail) 
Total time spent on connected to leads

Call - Contacts (excl. voicemail) 
Number of calls connected to lead (excluding voicemail)

Call - Contacts (Excl. voicemail) %
Percentage of calls connected to lead (excluding voicemail) compared to number of call attempts

Call - Conversation time (Excl. voicemail) 
Total time spent on conversations

Call - Dialing time/waiting time 
Total time spent on dialing leads (Power dialer) + Total time spent on waiting for next call (predictive dialer)

Call - Dropped (Predictive Dialer) 
Number of dropped calls (Predictive Dialer module)

Call - Dropped (Predictive Dialer) % 
Percentage of dropped calls, compared to number of outgoing calls connected

Call – Incoming Contacts (RCM)
Number incoming calls received via Return Call Manager module

Call - Invalid 
Number of calls user-processed as “Invalid”

Call - Invalid % of user-processed 
Percentage of calls user-processed as “Invalid” compared to number of processed leads

Call - Invalid Phone number
Number of calls automatically processed as “Invalid Phone number”

Call - Invalid Phone number % 
Percentage of calls automatically processed as “Invalid Phone number” compared to number of call attempts

Call - Not Interested 
Number of calls user-processed as “Not interested”

Call - Not Interested % of (Success + Not interested) 
Percentage of calls user-processed as “Not interested” compared to number of (Success + Not interested)

Call - Not Interested % of user-processed 
Percentage of calls user-processed as “Not interested” compared to number of all processed leads

Call - Outgoing contacts (incl. voicemail) 
Number of outgoing calls connected to lead (including voicemail)

Call - Preparation Time 
Total time spent from pressing “Dial” to call attempt starts. Usually, Preview feature will result in longer preparation time

Call - Private redial 
Number of calls to leads with the status "Private redial"

Call - Private Redials scheduled 
Number of calls where a Private Redial has been scheduled

Call - Private Redials scheduled % 
Percentage of calls where a Private Redial has been scheduled compared to number of contacts

Call - Success 
Number of calls user-processed as “Success”

Call - Success % of (Success + Not interested) 
Percentage of calls user-processed as “Success” compared to number of processed leads

Call - Success % of user-processed 
Percentage of calls user-processed as “Success” compared to number of all processed leads

Call - Success + Not Interested 
Number of calls user-processed as “Success” or “Not interested”

Call - Successes per online hour 
Number of calls user-processed as “Success” per hour in session (from pressing “Dial” to saving data form last call attempt)

Call - Total time spend on the contact page 
Preparation time + dialing time + conversation time + wrap-up time

Call - Unprocessed 
Number of calls to leads with the status "Unprocessed"

Call - Unqualified 
Number of calls user-processed as “Unqualified”

Call - Unqualified % of user-processed 
Percentage of calls user-processed as “Unqualified” compared to number of processed leads

Call - User-Processed 
Number of calls processed as “Success”, “Not interested”, “Unqualified” or “Invalid”

Call - User-Processed % 
Percentage of processed calls compared to number of contacts

Call - User-Processed per online hour
Number of calls user-processed per hour in session (from pressing “Dial” to saving data form last call attempt)

Call - VIP Redials 
Number of calls to leads with the status "VIP Redials"

Call - VIP Redials scheduled 
Number of calls where a VIP Redial has been scheduled

Call - VIP Redials scheduled % 
Percentage of calls where a VIP Redial has been scheduled compared to number of contacts

Call - Voicemail 
Number of calls where user entered “Voicemail” button

Call - Voicemail % 
Percentage of calls where user entered “Voicemail” button compared to number of contacts

Call - Wrap-up 
Time Total time spent on wrap-up (entering data, status or results) from ending a conversation until next call attempt

Lead (Closed date) - Abandoned 
Number of leads closed with the status "Abandoned", based on Closed date


Lead (Closed date) - All closed
All leads closed by user or system, based on Closed date (Is not summed up on team/org)

Lead (Closed date) - Expired 
Number of leads closed with the status "Expired", based on Closed date

Lead (Closed date) - Invalid 
Number of leads closed with the status "Invalid", based on Closed date

Lead (Closed date) - Invalid % 
Percentage of leads user-processed as "Invalid" compared to number of processed leads


Lead (Closed date) - Invalid phone number
Number of leads closed with the status "Invalid phone number", based on Closed date

Lead (Closed date) - Max. Contact attempts 
Number of leads closed with the status "Max. Contact attempts", based on Closed date

Lead (Closed date) - Not interested 
Number of leads closed with the status "Not interested", based on Closed date

Lead (Closed date) - Not interested % of (Success + Not interested) 
Percentage of leads user-processed as “Not interested” compared to number of processed leads

Lead (Closed date) - Not interested % of total user-processed 
Percentage of leads user-processed as “Not interested” compared to number of all processed leads

Lead (Closed date) - Removed 
Number of leads closed with the status "Removed", based on Closed date

Lead (Closed date) - Success 
Number of leads closed with the status "Success", based on Closed date

Lead (Closed date) - Success % of (Success + Not interested) 
Percentage of leads user-processed as “Success” compared to number of processed leads

Lead (Closed date) - Success % of all user-processed 
Percentage of leads user-processed as “Success” compared to number of all processed leads

Lead (Closed date) - Success + Not Interested 
Number of leads closed with the status "Unqualified" + "Not interested", based on Closed date

Lead (Closed date) - Total closed 
Number of leads closed , based on Closed date

Lead (Closed date) - Unqualified 
Number of leads closed with the status "Unqualified", based on Closed date

Lead (Closed date) - Unqualified % 
Percentage of leads user-processed as “Unqualified” compared to number of processed leads

Lead (Closed date) - User-Processed 
Number of leads user-processed , based on Closed date

Lead (Scheduled dial time) - All open leads 
All open leads, based on too scheduled dial time

Lead (Scheduled dial time) - All redials 
Number of leads with the status redial, based on scheduled dial time

Lead (Scheduled dial time) - Automatic redial 
Number of leads with status "Automatic redial", based on scheduled dial time

Lead (Scheduled dial time) - Common redial 
Number of leads with status "Common redial", based on scheduled dial time

Lead (Scheduled dial time) - Locked by user 
Number of leads with status "Locked by user", based on scheduled dial time

Lead (Scheduled dial time) - Private redial 
Number of leads with status "Private redial", based on scheduled dial time

Lead (Scheduled dial time) - Unprocessed 
Number of leads with status "Unprocessed", based on scheduled dial time

Lead (Scheduled dial time) - VIP redial 
Number of leads with status "VIP redial", based on scheduled dial time

Lead (Upload date) - Abandoned 
Number of leads closed with the status "Abandoned", based on upload date

Lead (Upload date) - All 
All leads, based on to upload date

Lead (Upload date) - All closed 
All leads closed, based on upload date

Lead (Upload date) - All redials 
Number of leads with the status redial, based on upload date

Lead (Upload date) - Expired 
Number of leads closed with the status "Expired", based on upload date

Lead (Upload date) - Invalid 
Number of leads closed with the status "Invalid", based on upload date


Lead (Upload date) - Invalid phone number
Number of leads closed with the status "Invalid phone number", based on upload date

Lead (Upload date) - Max. Contact attempts 
Number of leads closed with the status "Max. Contact attempts", based on upload date

Lead (Upload date) - Removed 
Number of leads closed with the status "Removed", based on upload date

Lead (Upload date) - Unprocessed 
Number of leads with status "Unprocessed", based on upload date

Lead (Upload date) - Unprocessed + redials 
Number of leads with status "Unprocessed" + redials, based on upload date

Lead (Upload date) - Unresolved 
Number of leads with status "Unresolved", based on upload date

Lead (Upload date) - User-Processed 
Number of leads user-processed, based on upload date

Number if E-mails sent
Counts the number of e-mails that were sent during the selected period.

Number of SMS sent
Counts the number of SMS that was sent during the selected period

Caller HungUp count
Counts the number of calls that were hung up by the lead while they were waiting for a vacant agent to take the call. This concerns inbound calls through the Return Call Manager.

Caller Timeout count
Counts the number of Return Call Manager calls that went to the queue to a vacant agent but no agent became available and the caller got the final voice message and were disconnected by the system

Still need help? Contact Us Contact Us