vicidial.org

Quick question:

Can you tell me what these 3 columns represent in the Team Performance report:
Calls - number of Calls the Agent Answered
Leads - ???
Contacts - ???

I know it is a simple question and when I get the answer I'll go DUH, but right now I just don't get Leads and Contacts in this report.

Thanks

Calls - number of calls the agent has handled, calls that appear on the screen.
Leads - number of distinct leads the agent has handle for calls that appear on screen
Contacts - number of calls the agent has handled where there was a human answer, statuses like: NI, SALE, WN, DNC etc

I can try to add a little help page for team performance report when I got some time over

Thank you! Have a Great Friday & Weekend.

Hi,

Please brief below columns in Team Performance Report

First Call Resolution

Average Sale Time

Average Contact Time

Contacts

Contact Ratio

Hey DomeDan,

Please help!


Please brief below columns in Team Performance Report

First Call Resolution

Average Sale Time

Average Contact Time

Contacts

Contact Ratio

First Call Resolution -> No screen shot, but I'll guess this would be a time field denoting the moment the first call completed OR the Status of the first lead.

Average Sale Time - Average time on the phone with leads that resulted in SALE.

Average Contact Time - Average time on the phone with calls which resulted in a Disposition/Status which has "Customer Contact" flag under "Admin->System Statuses" (Vertical column "Customer Contact")

Contacts - Count of the phone with calls which resulted in a Disposition/Status which has "Customer Contact" flag under "Admin->System Statuses" (Vertical column "Customer Contact")

Contact Ratio - Gonna guess here: "Contacts" count today (above) divided by Total calls today.