About Campaigns
The Campaigns report is located under the Reports tab: it shows the statistics on the campaigns on a MightyCall account for a specified period of time.
Access to Campaigns
The Campaigns report is currently available for all users, regardless of their role. However, the list of visible campaigns will differ for Agents, who will only see the ones they are part of.
Page layout
The Campaigns page includes several columns with data, which can be added to the view or hidden by clicking on the Columns button:
Columns can also be rearranged by dragging & dropping them in the Selected list.
Essentials
Campaign
This is a default column, it can’t be hidden, it remains fixed in the left part of the Campaigns page.
You can sort the listed campaigns by the date they were created, their current status or their name by clicking on the column header. Displaying the results in the ascending or descending order is also an option.
Total attempts
The number of all call attempts the campaign made to reach contact, minus the campaign calls that Agents deferred or didn't respond to.
Connected attempts
Total connected
The number of connected call attempts, i.e. when both the Agent and the contact answered a campaign call.
Effective
The number of connected calls that meet the set Effective duration parameter.
Transferred
The number of answered campaign calls that were transferred by Agents at least once.
Unsuccessful attempts
Total didn't connect
The number of campaign calls that didn’t result in a connected call, i.e. either the Agent or the contact declined a call.
Agent abandoned
The number of call attempts abandoned by the Agent during ringing, while waiting for the contact to answer.
Preview dialing mode only.
Contact no response
The number of campaign calls with no response from the contact during the Max ring time defined by the campaign settings.
Contact busy
The number of campaign calls declined by the contact during the Max ring time defined by campaign settings.
Contact abandoned
The number of campaign calls abandoned by the contact while waiting for the Agent to answer.
Progressive and Predictive dialing modes only.
Invalid number
The number of call attempts to non-existent numbers from the assigned record list.
Blocked by national DNC
The number of campaign calls that didn’t connect due to the numbers being in the National DNC registry.
Blocked by internal DNC
The number of campaign calls that didn’t connect due to the numbers being in the internal DNC list on the MightyCall account.
Agent DND
The number of call attempts to the Agents in the DND mode.
Agent nonexistent
The number of call attempts to non-existent or disabled Agents.
Server error
The number of campaign calls that weren’t made due to a server error.
Access denied
The number of call attempts to the Agents without an emergency address.
Answering machine
The number of calls with a detected answering machine or voicemail.
Progressive and Predictive dialing modes only.
Attempts routed to next agent
Agent no response
The number of call attempts with no action from the Agent, resulting in the campaign call going forward to next Agent.
Agent declined
The number of call attempts declined by the Agent, resulting in the campaign call going forward to next Agent.
Agent dispositions
The agent dispositions created on your MightyCall account.
Efficiency
Connection rate
The percentage of the successfully connected calls out of the total attempted calls.
Effective answer rate
The percentage of all campaign calls answered both by the Agent and the contact out of the total attempted calls, excluding non-effective calls. Based on the Effective duration parameter.
Call-to-connect ratio (C2CR)
The average number of campaign calls made to establish a successful connection with contacts.
Dialer abandon rate
The percentage of campaign calls abandoned by the contact while waiting for the Agent to answer, out of the total campaign calls answered by the contact.
Progressive and Predictive dialing modes only.
Call transfer rate
The percentage of transferred campaign calls out of the total connected campaign calls.
Call metrics
Talk time
The total conversation time, minus the time spent on hold.
Average duration metrics
Avg call duration (ACD)
The average duration of campaign calls, excluding wrap-up time. Calculated as the total duration of all campaign calls divided by number of all call attempts.
Avg handle time (AHT)
The average time Agents spend to handle a single call, including the talk, hold, wrap-up, and transfer times. Calculated as the total handle time of all campaign calls divided by number of all connected calls.
Avg talk time (ATT)
The average talk time per campaign call, excluding time spent on hold. Calculated as the total talk time of all campaign calls divided by number of all connected calls.
Avg preview time (APT)
The average time Agents spend on preview before a call. Calculated as the total preview time divided by total number of call requests offered to an Agent within a campaign.
Preview dialing mode only.
Avg wait time (AWT)
The average time a contact waits for the Agent to answer. Calculated as the total wait time divided by number of campaign calls answered by a contact.
Progressive and Predictive dialing modes only.
Avg hold time (AHLDT)
The average time contacts spend on hold. Calculated as the total hold time of all campaign calls divided by number of all connected calls.
Avg wrap-up time (AWUT)
The average time Agents spend on the after-call work. Calculated as the total wrap-up time of all campaign calls divided by number of all connected calls.
Views & export
You can change the line density for a more compact or extended view:
You can also click on the refresh button to refresh the results, or on the CSV button to export the generated report as a CSV file.
The refresh button appears only if the selected period includes a future time period, e.g. any date preset that has not been finished yet (This Week, This Month, etc.) or Today with the Full day toggle on (so the data can be updated at any moment until the end of the day).
Time range
By default, the Campaigns report shows all campaigns for all the time on a MightyCall account. You can specify the dates & time for the campaigns to display, as well as the timezone solely to show in the report.
Toggling on/off the Full day switch will disable/enable selecting the exact timeframe for showing the logged campaigns.
Preset time periods include Today, Yesterday, Last 7 days, Last 30 days, This week, This month. Other available presets include Last 14 days, Last 28 days, Last 90 days and Last 180 days.
All selected columns, applied filters and time periods are saved in the local storage of the browser, so next time you load the Campaigns page, it will be shown with the presets you chose, not reset to the defaults.
Effective duration
You can set up the Effective duration parameter (1-3600 seconds) that will affect the calculation of the Effective answer rate & Effective call attempts metrics:
Available filters
You can filter the data displayed in the Campaigns report by different parameters: Campaign, Business number, Employee.
The filters can be expanded or collapsed by clicking on the Filters button or on the arrow icon at the center of the tab.
Campaign
You can filter out the statistics on specific outbound campaigns. An X icon is shown for the campaigns that were deleted from the MightyCall account.
Business number
You can limit the view to the campaigns that were using certain business numbers. An X icon is shown for the business numbers that were deleted from the MightyCall account.
Employee
This filter is available only for Managers & Administrators.
You can limit the view to the campaigns that certain team members participated in.
No employee filter shows the campaign calls that were disconnected while awaiting the Agent's response, before a call owner could be assigned.
No employee filter can be applied to Progressive and Predictive dialing modes only.