U17 Pop-Out Help

Page tree

The Real Time Report provides real time metrics overall or by Call Center, Service, or Campaign level statistics. Expand below to learn about options for searching and how to interpret outcomes.

This report may only be generated with a start and end time frame no greater than 90 days. LiveVox may provide results for additional time frames if requested. Data can be generated from up to 270 days back. By default all times will be in EST.

No fields are required to enact a search. 

  1. Date Range – Enables you to type in dates or choose them using the calendar drop down buttons. The calendar allows you to select the start and end date range.
  2. Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface. 
    1. Multiple sequential or non-sequential dates can be selected using the Multiple option.  You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
  3. Call Center – Select a call center with a drop down menu.
    1. Multiple Call Center Selection – Clicking on the link next to the Call Center drop down menu will open the multiple call center selection window
      1. Multiple Call Centers can be easily chosen by holding down the ‘Ctrl’ key when making selections.
      2. You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
      3. Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service or call center at a time using the single arrow buttons or all services/call centers with the multiple arrow buttons.
  4. Service – A particular service can be selected using the service drop down box.  If a particular call center is selected prior to selecting a service, services only available for that particular call center will appear.
    1. Multiple Service Selection – Clicking on the link next to the Service drop down menu will open the multiple service selection window:  
      1. Multiple Services can be easily chosen by holding down the ‘Ctrl’ key when making selections.
      2. You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
  5. Campaign – Allows you to select a particular campaign for the report. 
    1. Campaign Pattern – Allows you to search by a portion of the campaign name.  This is useful for running reports on a specific book of business with a similar filename.  
      1. The % symbol acts as a wildcard.  If searching for filenames with a shared beginning (like new_business_date_time or Bobsaccounts_metal), type the shared component then the wildcard (new_business% or Bobsaccounts%). 
  6. Service Type – A particular service type can be selected using the Service Type drop down box. If a particular service type is selected, services available for that particular service type will only appear in the Services drop down list.
    1. Multiple Service Selection – Clicking on the link next to the Service Type drop down menu will open the multiple service type selection window:  
      1. Multiple Service Types can be chosen easily by holding down the ‘Ctrl’ key when making selections.
      2. You may sort service types in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.

After your selection parameters are chosen, you can generate the report by clicking on Generate Report button located to the right of the search criteria. Data is grouped into the Summary, Outcomes, and Charges sections.

Includes result details delivered based on the criteria defined by the users along with high-level performance metrics, including a breakout for the last 15 minutes of activity (if available)

  • Connected Field – Shows the total number of connected calls as well as a break out between those with a live person versus an answering machine
  • Not Connected – Total number of calls that were not passed through to the agent due to the following reasons: busy tone, invalid phone number, or no answer
  • Successful Operator Xfer – Total of all calls successfully connected to an agent as well as percentage of all Operator Transfers that were available for transfer. Average call length is listed in seconds.
    • You may request to display the Promise to Pay (PTP) amount in the Real Time Report. The PTP amount is displayed under the ‘Other’ category.

Provides detailed breakout on the number of calls made and their outcomes.

The Real Time Report delivers count outcomes based on “Best Results” as opposed to other reports which deliver based on “All Attempts.”  This means only the most relevant result for each account from connects, non-connects, or transfers is displayed.

  • % Of Category - Within the individual category, the percentage that this outcome represents
  • TOTALS - The actual number of times this outcome was produced during the selected date range
  • % Of Total Calls - Within the group of all calls, the percentage that this outcome represents
  • Avg Call Length - Average call duration for the indicated disposition, from the time of customer connection to the moment of disconnection.
  • Operator Transfer Category – All calls where an attempted agent transfer was made.  Many clients have their own custom and specific agent termination codes displayed in this section of the report. Below is a list of generic LiveVox Result Codes and their definitions found in this section:
  • Operator Transfer – Call successfully bridged to an agent
  • Agent PTP (PTP Fast Pay, PTP Arranged) – Agent entered PTP amounts, defined by method of payment.
  • Operator Transfer (Caller Abandoned) – Call unsuccessfully bridged, call recipient hung up after call connected inside the call center but before agent accepted call.
  • Operator Transfer (Caller Abandoned Before Connect) – Call unsuccessfully bridged, call recipient hung up before the call connected inside the call center
  • Operator Transfer (Agent Terminated Call) – Call successfully bridged to an agent and agent-terminated call using the disconnect call button on agent desktop
  • Operator Transfer (Unidentified Party) – Call successfully bridged to an agent, however call recipient pressed an invalid key
  • Operator Transfer (Abandoned Max Hold Time) – Call unsuccessfully bridged due to max hold time, auto disconnect
  • Operator Transfer Failed (No Answer) - Call unsuccessfully bridged, no answer in call center
  • Operator Transfer Failed (Busy) - Call unsuccessfully bridged, busy signal received during transfer to an agent.
  • Left Message Category – Compiled all calls where a message was left
  • Machine, Left Message – All calls where an answering machine was detected and a message was left
  • Partial Message Left – Calls where the message was played but the call was disconnected prior to completion of message
  • Listened – Calls where a live party was detected, listened to the message and did not press any keys
  • Customer Not Available – Calls where a live party indicated, the intended party is not available.
  • LiveVox Hang-Up Category - All calls where LiveVox Hung Up
  • Answering Machine (Hung Up) - Calls where LiveVox identified an answering machine and hung up upon recognition
  • Fax - Calls where LiveVox identified a Fax machine and hung up upon recognition
  • Customer Hung-Up Category – Calls where the recipient hung-up upon hearing the message are defined as Hung-Up in Opening
  • No Connection Category – Calls where the line could not be connected
  • Busy - The phone number was dialed and a busy signal was received
  • Invalid Phone Number - The phone number was dialed and an invalid phone number signal was received
  • No Answer - The phone number was dialed and continued to ring until the service's specific "Dial Timeout" was reached
  • Not Made Category – calls that were not attempted for dialing due to the following reasons:
  • Invalid Phone Number - Phone number is the incorrect number of digits
  • Not Attempted - Campaign was stopped before the account was queued for dialing
  • Duplicate Call - Phone was found to be the same as another prior phone in the same list
  • No Customer Name - No name in the list's expected name location; generally due to incorrect file format
  • Specified Do Not Call - Number or account found to be on the DNC list
  • Call Suppressed
  • Missing or Bad Data
  • Miscellaneous Category – Calls that do not fit into the prior categories
  • Call Recipient Says Wrong Number – Recipient of call indicated through touch press this is not the correct number.

This section shows Minutes and Charges for Connected Calls, Operator Transfers, and Totals.

Charges are based on “All Attempts” durations. A charge is included for every call attempt.

  • Connected Calls: The total duration of the call less the Operator Transfer time, measured in minutes
  • Operator Transfer: The duration of the call where the called party was either attempting to connect or was actually connected with an agent, measured in minutes
  • Totals: Combines the minutes of both Connected Calls and Operator Transfer.

The RTR also provides quick links to additional functions at the top of the report:

  • Today's and Month-to-Date Results - Generates the RTR for that specific window
  • Historical Results - A time frame selector appears, allowing you to re-specify the window for another RTR
  • Campaign Results - The Campaign Selector appears, allowing selection of a specific campaign
  • Refresh – Refreshes the current report view for the selected criterion with the most current reporting data
  • Export to: PDF, Excel, HTML, CSV –  Exports the generated report data in the selected format for storage, manipulation, and other uses
  • Failed Operator Transfer – Provides a file download of all call records coded as a Failed Operator Transfer over the predefined RTR search criterion. 
  • No labels