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Sr No. | Column Name | Description |
|---|---|---|
1 | Frequency | The frequencies will be
|
2 | Total Calls | Total number of calls made = Total Inbound calls + Total Outbound Calls |
3 | Total unique inbound callers | Unique callers for the day for the Inbound calls. So if, out of 10 calls that landed, 3 of them were from a repeated caller, Unique caller in the day would be 7 |
4 | Total Inbound Calls | Total Number of Inbound calls made= Calls answered + calls failed |
5 | Inbound Calls Answered | Number of calls answered |
6 | Inbound Calls Failed | Number of calls failed to answered |
7 | Inbound Calls Transferred | Number of calls that were transferred to queue or phone number |
8 | Total unique outbound callers | Total Daily Unique callers for Outbound Flows |
9 | Total outbound calls | Total number of outbound calls made by system = Total calls answered + Total Calls failed |
10 | Outbound calls answered | Calls that were answered by the customer |
11 | Outbound calls failed | Calls that were failed to answer by customer |
12 | Outbound calls transferred | Number of calls that were transferred, either to queue or phone number |
13 | Calls Re-attempted | Number of calls that were re-attempts |
14 | Total SMS sent | Total number of sms sent out from out system |
15 | Total SMS pending | Total number of SMS that are pending from the carrier. |
16 | Total SMS Delivered | Total number of SMS delivered to the customer |
17 | Total SMS Failed | SMSs Total SMS that were failed to delivered |
18 | Total Email sent | Total number of Emails sent out from out system |
19 | Total Email pending | Total Emails that are pending from the carrier |
20 | Total Email Delivered | Total Emails that are delivered to customers |
21 | Total Email Failed | Total Emails that are failed to deliver to customer |
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