SpitFire Help Desk

Introduction

Campaign Summary

Line Summary

Agent Summary

List

Line Performance

Agent Performance


Introduction

In the SpitFire Predictive Pro Campaign window, you can access real-time statistics by clicking on the Statistics tab and browsing the various statistics sub-categories. This article breaks down each category and gives descriptions of the information you will see there.

To start, just click the Statistics tab in the middle of the Campaign window. You can do this at any time while the campaign is running to see the statistics.





Campaign Summary



Start Time: Shows a date/time stamp of when the campaign was started.
Elapsed Time: Amount of time the Campaign has been running in HH:MM:SS
Lines Selected: Number of lines enabled in the Campaign.
Lines Active: Number of lines currently making calls.
Agents Selected: Number of Agents enabled in the Campaign.
Agents Active: Number of Agents actually logged into the Campaign.
Agents Idle: Agents not currently connected to a call.
Holding: Number of Agents currently placing a customer on hold.



Line Summary



Note: When using List Queuing, these stats will reset when the next list in the queue is selected.

Total Dials: Total number of calls made.
Connects: Calls that the Dialer detected a live person answering.
Drops: Calls that were a live person but there was no Agent available at that moment, so the call was dropped.
Transfers: Calls that were a live person and transfered to an Agent.
AMs: Calls detected as an Answering Machine by the Dialer (not transferred to an Agent).
Busys: Busy signals (not transferred to an Agent).
Faxs: Fax machine or modem detected (not transferred to an Agent).
NAs: No Answer; This means the phone rang more times than allowed by the Dialer before it gives up and goes to the next record. (not transferred to an Agent).
Operator Intercepts: Calls where the Dialer received a SIT (Special Information Tone) to indicate a bad or disconnected number. (not transferred to an Agent).
Others: Calls that failed due to either a Carrier side issue on the call or if the phone lines are down. If you see 90% to 100% Others, this usually indicates a problem with the phone lines.



Agent Summary



Note: When using List Queuing, these stats will reset when the next list in the queue is selected.

Calls: Number of calls transfered to Agents.
Online Time: Total (cumulative) amount of time all Agents have been logged in.
Talk Time: Total (cumulative) amount of time all Agents connected to client records.
WrapUp Time: Total (cumulative) amount of time all Agents have been in WrapUp mode, i.e. connected to a client record but not talking to client.
HangUps, AMs, Others, Hits, Warms, Colds, User1, User2, Callbacks, NoCalls, WrapUps: Total (cumulative) number of all Agent dispositions under each category.  



List



Note: When using List Queuing, these stats will reset when the next list in the queue is selected.

Current Client: Internal ClientID number for record currently being written to.
Available Records: Number of records that have not yet been dialed.
Total Records: Total number of records in the list being dialed currently.
Records Dialed: Number of records called in the current Campaign with the currently selected list.
No Calls: Records not dialed because they are in the nocalls database on the Dialer.



Line Performance



Note: When using List Queuing, these stats will reset when the next list in the queue is selected.

This section shows the same information as you would see in Line Summary but breaks it down by individual line. This can be useful to analyze with analog lines or multiple T1's/PRI's to see if a line or lines are down. If so, the numbers would be drastically different when comparing working lines against non-working lines.



Scroll left and right, up and down to see all of the lines and call dispositions.



Agent Performance



Note: When using List Queuing, these stats will reset when the next list in the queue is selected.

This section shows the same information as you would see in Agent Summary but breaks it down by individual Agent. This can be useful to view which Agents are currently getting more Hits (Sales), who has been logged in the longest, etc.



Scroll left and right, up and down to view all the Agents and dispositions.