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A Management Information report showing the account and contact details for a single account.
Account Details Panel
The fields will vary depending on the contents in the database for this account (i.e. blank data is not shown).
| • | Name - the customer name for the account; |
| • | Account Status - the status of the account (one of FilteredOut, Terminated, Callback, Active, Priority, Deleted); |
| • | Callback Type - if the account is a call back, the type of callback (Agent, Busy, Fail, No Answer, Answer Machine, Cancelled, Nuisance, Hungup After Answer, Activity Code, System Fail; |
| • | Callback User - the name of the user associated with the callback (blank for non agent specific callbacks); |
| • | Callback Time - the time for which the callback has been scheduled; |
| • | Callback Latest Time - the latest time for which the callback should be made; |
| • | Termination Reason - the reason that the account has been terminated; |
| • | List - the list from which the account was dialled; |
| • | Telephone (1 to 4) - the telephone number(s) associated with the account; |
| • | Dialled Number - the number that was actually dialled; |
| • | Last Record Update - the date and time that this account was last updated; |
| • | Download Date - the date and time that this account was down loaded; |
| • | Skill - the skill required by the agent from which this account can be dialled; |
| • | Priority - the priority of the account (priority accounts are dialled before all others); |
| • | SMS Number - the SMS number that should be used for this account; |
| • | Email Address - the email address to be used for this account; |
| • | Number To Dial - if set this number is used in preference to any of the 4 telephone numbers provided; |
| • | Early Preferred Call Time - the earliest time that the account should be dialled (for non callback accounts only); |
| • | Late Preferred Call Time - the latest time that the account should be dialled (for non callback accounts only); |
| • | Expiry Date - the expiry date for the account (if expired it will not be dialled). |
Callbacks Panel
A list of all the callbacks that have been set against this account.
| • | Set At - the date and time that the callback was set; |
| • | Reason - the reason for setting the callback; |
| • | Call Back Time - the date and time for which the callback was scheduled. |
Account Contact History Panel
A list of all contacts attempted for this account.
| • | Start Time - the start date and time of this contact for the account; |
| • | End Time - the end time for the contact; |
| • | Duration - the duration of the contact in seconds; |
| • | Type - the type of contact (e.g. Preview, Progressive, Predictive, etc); |
| • | Class - the campaign call class identifier; |
| • | Customer - the telephone number or email address of the customer; |
| • | Account Ref - the account reference; |
| • | Preview Time - the preview time for preview calls; |
| • | Alert Time - the time in seconds that the contact was alerting; |
| • | Talk Time - the time in seconds that the contact was talking to the agent; |
| • | Skill - the skill that was associated with the call; |
| • | User Name - the name of the user that handled the call; |
| • | Callback - if a callback was set, the date and time that the callback was scheduled; |
| • | Transferred - the identity of the device to which the call was transferred (or blank); |
| • | Outcome - the business or system outcome of this contact. |