v1.0 - Reporting

To add to this section:

Reporting APIs
Data you should expect to see (by API)
How to interpret your data

Introduction

Reporting in OCM takes a couple of primary forms. Whilst there are some limited campaign metrics available in the “Campaigns” interface, we have designed the dialler to output data streams at certain points in time. This data is available as automated reporting output being pushed from our system to yours. This section covers the in-built UI metrics, as well as the exported data options.

UI Metrics

As mentioned in the “Campaigns” section of this document, there are two primary metrics which we report on - Records Available now (1) and Total Available Records (2).

These metrics are only available in the Campaigns interface.

Below is a definition of each metric:

Records Available Now:

A metric displaying all records available right now to dial. Records included in this metric conform to the following logic

If a campaign is subject to an event closure, this metric will show 0 records
Operating hours will not affect the number of records available now
Records excluded by zoneset dialling times will not appear in this metric
Any record available right now (ie, the recall or callback time has passed), whilst conforming to the above rules, will appear in this metric
Records filtered out via a filter statement will not appear in this metric
Records inserted with an orphaned zone (ie, a zone not assigned to the campaign zoneset) will not appear in this metric

Total Active Records:

A count of the total records in a campaign list with a status of “Active”.

Event closures, Operating Hours, and zoneset dialling times will not affect this metric
Filtered records will be included in this metric
Orphaned zones will be included in this metric

Use Cases

The purpose of these real time metrics is to provide Dialler Admins/Analysts the most important insights they will need to be able to make decisions for the dialler. For example:

A dialler analyst wants to know how many records they would have if they started a campaign early (ie, changed operating hours)
- Use Records Available Now
A dialler analyst wants to understand the workload now, subject to zones and filters
- Use Records Available Now
A dialler analyst wants to check the import status of records for orphaned zone records
- Use Records Available Now in conjunction with reporting available via your lead source
A dialler analyst needs to understand whether or not it’s a good time to recycle records, due to record depletion
- Use Records Available Now in conjunction with Total Active records to check what the potential workload addition could be
A dialler analyst needs a quick view of records in the system but not available now
- Use Records Available Now in conjunction with Total Active records to check what the potential workload addition could be

The included real time metrics will provide useful tactical data inputs for the management of your dialler, however they will not provide more in depth analysis capabilities (for example, attempt rates, conversion rates, connect rate analysis, best time to dial etc). Instead, OCM provides detailed data outputs, by record, for each attempt which is made in a campaign. We also provide data on the changes to campaign configuration and record updates.

Exported Data

VoiceFoundry will automatically export data from the dialler in certain circumstances, which can be ingested by a receiving system (ie, data warehouse, distributed streaming platform, reporting system etc). The metrics and data points you can obtain from the data are listed below:

Note: Fields which are coloured denote that the field belongs to an object in the data returning from the dialler.

Record Attempt Data

At the conclusion of each attempt, for every record which is dialled, an output is generated in real time. This output contains important information about the specified attempt. The data points exported are listed and described below:

Field Name	Data Type	Description
crmId	String	The customers crmId (e.g. Salesforce Id)
recordId	String	The unique record Id generated by the dialler for this record
externalRecordId	NULL/String	The external unique Id (if required). If supplied must be unique within the dialler records.
campaignName	String	Name of the campaign as assigned by the dialler admin
campaignId	String	Unique Id of the campaign generated by the dialler
attemptsSequence	Integer	Dial attempts sequence number. This increments with each actual dial attempt
attemptsRemaining	Integer	A point in time indication of attempts remaining. This can be changed by record updates
active	Boolean	A flag indicating that this record is still active (available for dialling) or is inactive
initiatedTime	String	An ISO datetime string indicating the start time of the event
previewTime	NULL/String	For preview calls, an ISO datetime string representing the time the record was presented to the agent to preview
callPlacedTime	NULL/String	An ISO datetime string indicating the time that the call was places by the system, to the record
callAnsweredTime	NULL/String	An ISO datetime string indicating the time that the call was answered by the customer
callDisconnectedTime	NULL/String	An ISO datetime string indicating the time that the call was disconnected by the customer
completedTime	String	An ISO datetime string indicating the time the record was completed by the agent (including ACW time)
skipped	NULL/Boolean	For preview calls, inidicates whether the record was skipped
skippedById	NULL/String	For preview calls, when the record is skipped, the agent Id that skipped the call
skippedByName	NULL/String	For preview calls, when the record is skipped, the agent name skipped the call
skippedDateTime	NULL/String	For preview calls, when the record is skipped, an ISO datetime string of the datetime that the agent skipped the call
disconnectedReason	NULL/String	A string indication for the reason the call was disconnected
detectedFlag	NULL/Boolean	A boolean flag indicating the status of detection for the call. A TRUE value indicates the dialler detected a non-live customer cause code, which prevents the call from reaching the agent
carrierResponse	NULL/String	If available, indicates the carrier response SIP code
recordDisposition	Object	A number of dimensions sit below this object, describing various parts of the disposition. These dimensions are as per below (in dot notation)
recordDisposition.properties.source	String	An indicator of the source of the disposition, system or agent
recordDisposition.properties.type	String	The type of the disposition (e.g. callback, recall, complete etc)
recordDisposition.properties.timestamp	String	An ISO datetime string indicating the time the call was dispositioned.
recordDisposition.properties.values	String	An array of strings indicating the selected dispositions
callback	Object	An object containing dimensions which describe callback information applied to the record (not recall). The dimensions are as per below (in dot notation)
callback.properties.callbackType	String	The type of the scheduled callback, for a specific agent or for a queue.
callback.properties.callbackTime	String	An ISO datetime string for when the callback should be made.
callback.properties.callbackAgentId	String	The agent Id for an agent scheduled callback
agent	Object	An object containing dimensions which describe the agent involved in the interaction being reported. The dimensions are as per below (in dot notation)
agent.properties.id	String	The agent ID from Amazon Connect
agent.properties.name	String	The agent’s name, in 'Lastname, Firstname' format
recallDateTime	String	If a recall has been set, an ISO datetime string indicating when the record becomes available for dialling
contactId	String	When an actual call has been placed, this is the contact Id from Amazon Connect
dialMode	String	The dialling mode of the campaign used (ie, Preview, Progressive, Predictive, Power)
outboundCli	String	When an actual call has been placed, this is the number presented as outbound CLI for the call
numberDialled	String	When an actual call has been placed, this is the number dialled
attemptPreservationFlag	Boolean	Indicates the status of the Attempt Preservation feature for the attempt. This is an optional value used for imported records
customFields	Object	An object that contains key value pairs for all custom attributes used by the campaign to dial the record.
customFields.properties.fieldname1	*	The first field name as applied to the campaign schema for the record (variable dependent on configuration)
customFields.properties.fieldnameN	*	The first field name as applied to the campaign schema for the record (variable dependent on configuration)

Campaign Configuration Changes

An export is also provided every time a campaign has had a change applied to it. These are not metrics, they are more a point in time export of current campaign configuration settings. As they are generated every time a campaign is changed, you can store these data points every time it is generated, and create your own change audit log. Dimensions and data exported are as follows:

Field Name	Data Type	Description
type	String	Describes the type of change made to the campaign (ie, Insert/Update)
configItemType	String	Describes the configuration type which has been chanegd (ie, Campaign)
modifiedBy	String	The entity who made the change to the campaign (ie configured user, API)
modifiedTime	String	ISO date/time string representing the time and date the change was made
data	Object	An object containing dimensions to all campaign fields, which describes the current state (ie, post the change)
data.operatingHourId	String	The VF internal ID for the campaign’s operating hours
data.sqlSortStatement	String	The sorting statement applied to the campaign
data.maxAttempts	Integer	The max attempts for the campaign
data.filterStatement	String	The filter statement applied to the campaign
data.schema	Object	An object referring to the campaign’s currently assigned schema fields
data.schema.masterFieldId (for every field)	String	The instance level schema field ID applied to the campaign
data.schema.isMandatory (for every field)	Boolean	The boolean flag describing the mandatory state configuration for this field
data.schema.Id (for every field)	String	The VF internal campaign specific schema ID
data.sqlFilterStatement	String	The SQL Filter statement applied to the campaign
data.status	String	The status of the campaign (ie, Active, Paused, Stopped)
data.sortFields	Object	An object with dimensions describing the sort fields applied to the campaign
data.sortFields.masterFieldId (for every field)	String	The instance level schema field ID being sorted on
data.sortFields.id (for every field)	String	The campaign specific ID applied to the field
data.sortFields.orderNumber (for every field)	Integer	The order of the field within the sort list
data.sortFields.sortDirection (for every field)	String	The direction for sorting for the field within the object
data.name	String	The name of the campaign
data.displayFieldsMapping	Object	An object containing dimensions which describe the agent display field information
data.displayFieldsMapping.id (for every field)	String	The campaign specific ID applied to the field
data.displayFieldsMapping.orderNumber (for every field)	Integer	The order number of the field in the Agent Interface list
data.displayFieldsMapping.masterFieldId (for every field)	String	The instance level schema field ID being displayed to the agent
data.displayFieldsMapping.displayName (for every field)	String	The display name applied to the schema field
data.dialMode	String	The campaign’s dial mode
data.isActive	Boolean	The campaign’s active status
data.zoneMappingId	String	The ID of the zone group applied to the campaign
data.outboundCli	String	The default outbound CLI applied to the campaign
data.dispositionGroupId	String	The disposition group ID applied to the campaign
data.description	String	The campaign’s assigned description field
data.id	String	The campaign’s internal VF ID

Record Updates

Whenever a record is updated or changed via the API or SQS methods, a data payload is generated and available for consumption. This export describes the current value of fields, after the change has occurred. This can be used (in conjunction with the original record information you uploaded) to track any changes to records. The data provided in this payload is as follows:

Field Name	Data Type	Description
properties.type	String
properties.modifiedBy	String	Description of who or what modified the record
properties.timeModified	String	An ISO date/timestamp reflecting the time and date the record was modified
properties.status	String	An indicator of the record update status (ie, success or failed)
properties.data	Object	An object describing all of the record data points, post the change
properties.data.recordId	String	The internal VF record ID
properties.data.campaignId	String	The internal VF campaign ID which the record belongs to
properties.data.systemFields (n)	Various	The current value of the system fields (ie, crmId, attemptPreservationFlag, phoneNumber, zone etc). All fields will be separately listed
properties.data.active	Boolean	The current active state of the record
properties.data.customFields (n)	Various	The current value of the custom fields (ie, custom schema fields you have applied to the record). All fields will be separately listed

Conclusion

The exported data described in this section allows you to build detailed reporting and audit trails in your own reporting and data warehousing solutions.