LICENSE: AGPLv2 # # CHANGELOG: # 131019-0848 - Moved help from admin.php # 131029-2058 - Added auto-restart asterisk help # 131208-1635 - Added help for max dead, dispo and pause time campaign options # 140126-1023 - Added VMAIL_NO_INST options # 140126-2254 - Added voicemail_instructions option for phones # 140404-1104 - Added new DID filter options # 140418-0915 - Added users and campaigns max_inbound_calls # 140423-1637 - Added manual_dial_search_checkbox and hide_call_log_info # 140425-0912 - Added modify_custom_dialplans # 140425-1306 - Added queuemetrics_pause_type # 140509-2211 - Added frozen_server_call_clear # 140521-2020 - Changed alt_number_dialing and added timer_alt_seconds # 140617-2021 - Added vicidial_users wrapup_seconds_override option # 140621-2151 - Added inbound did new filtering options # 140623-2220 - Added wrapup_bypass and wrapup_message change to allow script use # 140625-1934 - Added wrapup_after_hotkey # 140705-0928 - Added custom list fields help section # 140706-0935 - Added callback_time_24hour # 140902-0815 - Added callback_active_limit and callback_active_limit_override # 141123-1019 - Added help for new campaign comments options # 141124-2144 - Added show_previous_callback # 141124-2231 - Added clear_script # 141204-0605 - Added enable_languages # 141204-2209 - Added QXZ function output # 141211-1647 - Added cpd_unknown_action and lists-na_call_url # 141212-0945 - Added user_choose_language, selected_language and language_method # 141230-1503 - Added code for on-the-fly language translations display # 150107-1954 - Added users-ignore_group_on_search # 150111-1542 - Added lists-local_call_time and manual_dial_search_filter # 150117-1439 - Added NAME option to campaigns-status_display_fields # 150120-0636 - Hide non-functional agent_extended_alt_dial campaign feature # 150204-1246 - Small fixes, issue #826 # 150210-0659 - Added LOCK options for manual_dial_search_checkbox # 150217-0657 - Added vmail show on login option # 150218-0800 - Added Callbacks Bulk Move help # 150223-1548 - Added DYN option to am_message_exten # 150307-2317 - Added custom meetme enter options # 150404-0934 - Added enable_did_entry_list_id and related DID options # 150428-1704 - Added enable_third_webform # 150429-1232 - Added new user API restrictions # 150513-2310 - Added POP3 Auth Mode # 150608-1154 - Added manual dial override field entry and updated manual dial search and filter entries # 150609-1204 - Added chat-related entries # 150609-1231 - Added new agent screen status display option entries # 150610-0938 - Added campaigns-customer_gone_seconds # 150708-2238 - Added max_queue_ingroup_ options # 150710-1124 - Added explanation of new ALT URL feature and alt_multi_urls # 150724-0047 - Added agent_debug_logging # 150725-1406 - Added agent_display_fields # 150727-1039 - Added default_language # 150728-0904 - Added state_conversion for list loader # 150804-1108 - Added agent_whisper_enabled system settings option # 150804-1631 - Added multiple in-group _lead_reset options # 150806-1346 - Added Settings Containers # 150903-1458 - Added compatibility for custom fields data options # 150925-2235 - Added user_hide_realtime and user lead filter options # 150926-1058 - Added did_carrier_description # 151006-0935 - Updated campaign_cid_areacodes entry # 151020-0704 - Added Status Groups and Custom Reports entries # 151030-0639 - Added usacan_phone_dialcode_fix entry # 151104-1541 - Added am_message_wildcards entry # 151121-1144 - Added cache_carrier_stats_realtime # 151204-0635 - Added phones-unavail_dialplan_fwd_exten # 151209-1437 - Added phones-nva entries # 151220-1553 - Added more phones nva options # 151221-0751 - Changed in-group download link to customer chat links # 151229-1659 - Added servers-gather_asterisk_output entry # 151229-2302 - Added campaigns-manual_dial_timeout entry # 151231-0839 - Added user_groups-agent_allowed_chat_groups entry # 160101-0933 - Added entries for routing_initiated_recordings in campaigns and in-groups # 160106-0700 - Added AREACODE description to the inbound_dids-filter_inbound_number entry # 160106-1348 - Added inbound_groups-on_hook_cid_number entry # 160108-2217 - Added campaigns-manual_dial_hopper_check entry # 160116-1512 - Added access_recording and log_recording_access entries # 160121-2155 - Added settings-report_default_format entry and help text for several reports # 160211-2255 - Added help text for remaining reports # 160305-2115 - Added Alt IVR(call menu) DTMF logging # 160306-1201 - Added new webphone options and server options # 160324-1940 - Added callback_useronly_move_minutes # 160407-1931 - Updated Phones Email entry # 160414-0916 - Added default_phone_code # 160429-0834 - Added settings-admin_row_click # 160508-0836 - Added screen colors # 160515-1958 - Added ofcom_uk_drop_calc entry # 160527-1359 - Added phones-outbound_alt_cid entry # 160621-1735 - Added agent_screen_colors and script_remove_js entries # 160731-1030 - Added manual_auto_next, manual_auto_show, user_nickname entries # 160731-2053 - Added POSTx description for recording filenames # 160809-1351 - Added customer_chat_screen_colors and customer_chat_survey_link/text entries # 160915-0954 - Added ---READONLY--- option for field labels # 160926-1351 - Added user_new_lead_limit entries # 161018-2245 - Added allow_required_fields # 161028-1548 - Added agent_xfer_park_3way entry for system_settings # 161031-1410 - Added users-user_new_lead_limit entry # 161105-0246 - Added web_loader_phone_length, agent soundboards and purge uncalled records # 161106-2102 - Added agent_script # 161126-1815 - Fixed several spelling errors # 161207-1958 - Added Agent DID Stats report entry # 161222-0843 - Added agent_chat_screen_colors entry # require("dbconnect_mysqli.php"); require("functions.php"); ############################################# ##### START SYSTEM_SETTINGS LOOKUP ##### $stmt = "SELECT use_non_latin,enable_queuemetrics_logging,enable_vtiger_integration,qc_features_active,outbound_autodial_active,sounds_central_control_active,enable_second_webform,user_territories_active,custom_fields_enabled,admin_web_directory,webphone_url,first_login_trigger,hosted_settings,default_phone_registration_password,default_phone_login_password,default_server_password,test_campaign_calls,active_voicemail_server,voicemail_timezones,default_voicemail_timezone,default_local_gmt,campaign_cid_areacodes_enabled,pllb_grouping_limit,did_ra_extensions_enabled,expanded_list_stats,contacts_enabled,alt_log_server_ip,alt_log_dbname,alt_log_login,alt_log_pass,tables_use_alt_log_db,call_menu_qualify_enabled,admin_list_counts,allow_voicemail_greeting,svn_revision,allow_emails,level_8_disable_add,pass_key,pass_hash_enabled,disable_auto_dial,country_code_list_stats,enable_languages,language_method,enable_third_webform,allow_chats FROM system_settings;"; $rslt=mysql_to_mysqli($stmt, $link); if ($DB) {echo "$stmt\n";} $qm_conf_ct = mysqli_num_rows($rslt); if ($qm_conf_ct > 0) { $row=mysqli_fetch_row($rslt); $non_latin = $row[0]; $SSenable_queuemetrics_logging = $row[1]; $SSenable_vtiger_integration = $row[2]; $SSqc_features_active = $row[3]; $SSoutbound_autodial_active = $row[4]; $SSsounds_central_control_active = $row[5]; $SSenable_second_webform = $row[6]; $SSuser_territories_active = $row[7]; $SScustom_fields_enabled = $row[8]; $SSadmin_web_directory = $row[9]; $SSwebphone_url = $row[10]; $SSfirst_login_trigger = $row[11]; $SShosted_settings = $row[12]; $SSdefault_phone_registration_password =$row[13]; $SSdefault_phone_login_password = $row[14]; $SSdefault_server_password = $row[15]; $SStest_campaign_calls = $row[16]; $SSactive_voicemail_server = $row[17]; $SSvoicemail_timezones = $row[18]; $SSdefault_voicemail_timezone = $row[19]; $SSdefault_local_gmt = $row[20]; $SScampaign_cid_areacodes_enabled = $row[21]; $SSpllb_grouping_limit = $row[22]; $SSdid_ra_extensions_enabled = $row[23]; $SSexpanded_list_stats = $row[24]; $SScontacts_enabled = $row[25]; $SSalt_log_server_ip = $row[26]; $SSalt_log_dbname = $row[27]; $SSalt_log_login = $row[28]; $SSalt_log_pass = $row[29]; $SStables_use_alt_log_db = $row[30]; $SScall_menu_qualify_enabled = $row[31]; $SSadmin_list_counts = $row[32]; $SSallow_voicemail_greeting = $row[33]; $SSsvn_revision = $row[34]; $SSallow_emails = $row[35]; $SSlevel_8_disable_add = $row[36]; $SSpass_key = $row[37]; $SSpass_hash_enabled = $row[38]; $SSdisable_auto_dial = $row[39]; $SScountry_code_list_stats = $row[40]; $SSenable_languages = $row[41]; $SSlanguage_method = $row[42]; $SSenable_third_webform = $row[43]; $SSallow_chats = $row[44]; } ##### END SETTINGS LOOKUP ##### ########################################### $PHP_AUTH_USER=$_SERVER['PHP_AUTH_USER']; $PHP_AUTH_PW=$_SERVER['PHP_AUTH_PW']; if ($non_latin < 1) { $PHP_AUTH_PW = preg_replace('/[^-_0-9a-zA-Z]/','',$PHP_AUTH_PW); $PHP_AUTH_USER = preg_replace('/[^-_0-9a-zA-Z]/','',$PHP_AUTH_USER); } else { $PHP_AUTH_PW = preg_replace('/\'|\"|\\\\|;/', '',$PHP_AUTH_PW); $PHP_AUTH_USER = preg_replace('/\'|\"|\\\\|;/', '',$PHP_AUTH_USER); } $stmt="SELECT selected_language from vicidial_users where user='$PHP_AUTH_USER';"; if ($DB) {echo "|$stmt|\n";} $rslt=mysql_to_mysqli($stmt, $link); $sl_ct = mysqli_num_rows($rslt); if ($sl_ct > 0) { $row=mysqli_fetch_row($rslt); $VUselected_language = $row[0]; } $user_auth=0; $auth=0; $reports_auth=0; $qc_auth=0; $auth_message = user_authorization($PHP_AUTH_USER,$PHP_AUTH_PW,'QC',1); if ($auth_message == 'GOOD') {$user_auth=1;} if ($user_auth > 0) { $stmt="SELECT count(*) from vicidial_users where user='$PHP_AUTH_USER' and user_level > 7;"; if ($DB) {echo "|$stmt|\n";} $rslt=mysql_to_mysqli($stmt, $link); $row=mysqli_fetch_row($rslt); $auth=$row[0]; $stmt="SELECT count(*) from vicidial_users where user='$PHP_AUTH_USER' and user_level > 6 and view_reports='1';"; if ($DB) {echo "|$stmt|\n";} $rslt=mysql_to_mysqli($stmt, $link); $row=mysqli_fetch_row($rslt); $reports_auth=$row[0]; $stmt="SELECT count(*) from vicidial_users where user='$PHP_AUTH_USER' and user_level > 1 and qc_enabled='1';"; if ($DB) {echo "|$stmt|\n";} $rslt=mysql_to_mysqli($stmt, $link); $row=mysqli_fetch_row($rslt); $qc_auth=$row[0]; $reports_only_user=0; $qc_only_user=0; if ( ($reports_auth > 0) and ($auth < 1) ) { $ADD=999999; $reports_only_user=1; } if ( ($qc_auth > 0) and ($reports_auth < 1) and ($auth < 1) ) { if ( ($ADD != '881') and ($ADD != '100000000000000') ) { $ADD=100000000000000; } $qc_only_user=1; } if ( ($qc_auth < 1) and ($reports_auth < 1) and ($auth < 1) ) { $VDdisplayMESSAGE = "You do not have permission to be here"; Header ("Content-type: text/html; charset=utf-8"); echo "$VDdisplayMESSAGE: |$PHP_AUTH_USER|$auth_message|\n"; exit; } } else { $VDdisplayMESSAGE = "Login incorrect, please try again"; if ($auth_message == 'LOCK') { $VDdisplayMESSAGE = "Too many login attempts, try again in 15 minutes"; Header ("Content-type: text/html; charset=utf-8"); echo "$VDdisplayMESSAGE: |$PHP_AUTH_USER|$auth_message|\n"; exit; } Header("WWW-Authenticate: Basic realm=\"CONTACT-CENTER-ADMIN\""); Header("HTTP/1.0 401 Unauthorized"); echo "$VDdisplayMESSAGE: |$PHP_AUTH_USER|$PHP_AUTH_PW|$auth_message|\n"; exit; } ###################### # display the HELP SCREENS ###################### header ("Content-type: text/html; charset=utf-8"); echo "\n"; echo "\n"; echo "\n"; echo "
\n"; echo "
ADMINISTRATION: HELP


\n"; ?> USERS TABLE


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-call_date, phone_number_dialed, status, user, full_name, campaign_id/in-group, vendor_lead_code, source_id, list_id, gmt_offset_now, phone_code, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, date_of_birth, alt_phone, email, security_phrase, comments, length_in_sec, user_group, alt_dial/queue_seconds, rank, owner"); ?>

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CAMPAIGNS TABLE


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This is where you can set the custom web page frame that the web form will be opened in when the user clicks on the WEB FORM button. Default is _blank."); ?>

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-Number of Active Agents * Auto Dial Level * ( 60 seconds / Dial Timeout ) * Auto Hopper Multiplier
Default is Y."); ?>

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Enabling this option will allow the Custom User 3 field to override the Scheduled Callbacks Active Limit. Default is N for disabled."); ?>

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This allows one of the following actions to be triggered upon a QC agent receiving a new record."); ?>

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LISTS TABLE


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Lists Custom Fields Help


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INBOUND_GROUPS TABLE


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This option allows you to ignore the list ID Script Override option for calls coming into this In-Group. Setting this to Y will ignore any List ID script settings. Default is N."); ?>

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-: nbdy-avail-to-take-call|vm-goodbye.

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This allows one of the following actions to be triggered upon a QC agent receiving a new record."); ?>

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INBOUND_DIDS TABLE



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-This section allows you to enable DIDs to have extension overrides for remote agent routed calls through in-groups. The User Start must be a valid Remote Agent User Start or if you want the Extension Override entry to work for all calls then you can use ---ALL--- in the User Start field. If there are multiple entries for the same DID and User Start then the active entries will be used in a round robin method."); ?>



CALL MENU TABLE


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REMOTE_AGENTS TABLE


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EXTENSION_GROUPS TABLE


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CAMPAIGN_LISTS


"; ?>



CAMPAIGN_STATUSES TABLE


"; if ($SSoutbound_autodial_active > 0) { ?>



CAMPAIGN_HOTKEYS TABLE






LEAD_RECYCLE TABLE






AUTO ALT DIAL STATUSES






AGENT PAUSE CODES






CAMPAIGN PRESETS






CAMPAIGN CID AREACODES






USER_GROUPS TABLE


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SCRIPTS TABLE


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Hello, can I speak with --A--first_name--B-- --A--last_name--B-- please? Well hello --A--title--B-- --A--last_name--B-- how are you today?

This would read----

Hello, can I speak with John Doe please? Well hello Mr. Doe how are you today?

You can also use an iframe to load a separate window within the SCRIPT tab, here is an example with prepopulated variables:"); ?>
<iframe src="http://www.sample.net/test_output.php?lead_id=--A--lead_id--B--&vendor_id=--A--vendor_lead_code--B--&list_id=--A--list_id--B--&gmt_offset_now=--A--gmt_offset_now--B--&phone_code=--A--phone_code--B--&phone_number=--A--phone_number--B--&title=--A--title--B--&first_name=--A--first_name--B--&middle_initial=--A--middle_initial--B--&last_name=--A--last_name--B--&address1=--A--address1--B--&address2=--A--address2--B--&address3=--A--address3--B--&city=--A--city--B--&state=--A--state--B--&province=--A--province--B--&postal_code=--A--postal_code--B--&country_code=--A--country_code--B--&gender=--A--gender--B--&date_of_birth=--A--date_of_birth--B--&alt_phone=--A--alt_phone--B--&email=--A--email--B--&security_phrase=--A--security_phrase--B--&comments=--A--comments--B--&user=--A--user--B--&campaign=--A--campaign--B--&phone_login=--A--phone_login--B--&fronter=--A--fronter--B--&closer=--A--user--B--&group=--A--group--B--&channel_group=--A--group--B--&SQLdate=--A--SQLdate--B--&epoch=--A--epoch--B--&uniqueid=--A--uniqueid--B--&customer_zap_channel=--A--customer_zap_channel--B--&server_ip=--A--server_ip--B--&SIPexten=--A--SIPexten--B--&session_id=--A--session_id--B--&dialed_number=--A--dialed_number--B--&dialed_label=--A--dialed_label--B--&rank=--A--rank--B--&owner=--A--owner--B--&phone=--A--phone--B--&camp_script=--A--camp_script--B--&in_script=--A--in_script--B--&script_width=--A--script_width--B--&script_height=--A--script_height--B--&recording_filename=--A--recording_filename--B--&recording_id=--A--recording_id--B--&user_custom_one=--A--user_custom_one--B--&user_custom_two=--A--user_custom_two--B--&user_custom_three=--A--user_custom_three--B--&user_custom_four=--A--user_custom_four--B--&user_custom_five=--A--user_custom_five--B--&preset_number_a=--A--preset_number_a--B--&preset_number_b=--A--preset_number_b--B--&preset_number_c=--A--preset_number_c--B--&preset_number_d=--A--preset_number_d--B--&preset_number_e=--A--preset_number_e--B--&preset_number_f=--A--preset_number_f--B--&preset_dtmf_a=--A--preset_dtmf_a--B--&preset_dtmf_b=--A--preset_dtmf_b--B--&did_id=--A--did_id--B--&did_extension=--A--did_extension--B--&did_pattern=--A--did_pattern--B--&did_description=--A--did_description--B--&closecallid=--A--closecallid--B--&xfercallid=--A--xfercallid--B--&agent_log_id=--A--agent_log_id--B--&entry_list_id=--A--entry_list_id--B--&call_id=--A--call_id--B--&&user_group=--A--user_group--B--&&" style="width:580;height:290;background-color:transparent;" scrolling="auto" frameborder="0" allowtransparency="true" id="popupFrame" name="popupFrame" width="460" height="290" STYLE="z-index:17"> </iframe>



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LEAD_FILTERS TABLE


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CALL TIMES TABLE


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SHIFTS TABLE


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MUSIC_ON_HOLD TABLE


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TTS_PROMPTS TABLE


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VOICEMAIL TABLE


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LIST LOADER FUNCTIONALITY





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PHONES TABLE


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SERVERS TABLE


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CONFERENCES TABLE


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SERVER_TRUNKS TABLE






SYSTEM_SETTINGS TABLE


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MS_DASH_24HR 2008-06-24 23:59:59 -
US_SLASH_24HR 06/24/2008 23:59:59 -
EU_SLASH_24HR 24/06/2008 23:59:59 -
AL_TEXT_24HR JUN 24 23:59:59 -
MS_DASH_AMPM 2008-06-24 11:59:59 PM -
US_SLASH_AMPM 06/24/2008 11:59:59 PM -
EU_SLASH_AMPM 24/06/2008 11:59:59 PM -
AL_TEXT_AMPM JUN 24 11:59:59 PM -


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MS_DASH_24HR 2008-06-24 23:59:59 -
US_SLASH_24HR 06/24/2008 23:59:59 -
EU_SLASH_24HR 24/06/2008 23:59:59 -
AL_TEXT_24HR JUN 24 23:59:59 -
MS_DASH_AMPM 2008-06-24 11:59:59 PM -
US_SLASH_AMPM 06/24/2008 11:59:59 PM -
EU_SLASH_AMPM 24/06/2008 11:59:59 PM -
AL_TEXT_AMPM JUN 24 11:59:59 PM -


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US_DASH 000-000-0000 -
US_PARN (000)000-0000 -
MS_NODS 0000000000 -
UK_DASH 00 0000-0000 -
AU_SPAC 000 000 000 -
IT_DASH 0000-000-000 -
FR_SPAC 00 00 00 00 00 -


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STATUSES TABLE






STATUS_GROUPS TABLE






SCREEN_LABELS TABLE



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SCREEN_COLORS TABLE



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SETTINGS CONTAINERS TABLE



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STATUS_CATEGORIES TABLE


The Sale Category and Dead Lead Category are both used by the List Suggestion system when analyzing list statistics."); ?>



0) { ?> EMAIL ACCOUNTS




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CUSTOM TEMPLATE MAKER




In order to begin creating your new listloader template, you must first load a lead file that has the layout you wish to create the template for. Click Choose file, and open the file on your computer you wish to use. This will upload a copy to your server and process it to determine the file type and delimiter (for TXT files)."); ?>

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Maximum System Stats Reports


0) { ?>



QC STATUS CODES


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TIME CLOCK = Time the agent been logged in to the time clock."); ?>
AGENT TIME = Total time on the system (WAIT + TALK + DISPO + PAUSE)."); ?>
WAIT = Time the agent waits for a call."); ?>
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)."); ?>
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)."); ?>
PAUSE = Time the agent is in pause mode (LOGIN + LAGGED + ...)."); ?>
DEAD = Time the agent is in a call after the customer has hung up."); ?>
CUSTOMER = Time the agent is in a live call with a customer."); ?>

LOGIN = The pause code when going from login directly to pause."); ?>
LAGGED = The time the agent had some network problem or similar."); ?>
ANDIAL = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds."); ?>


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CALLS = Total number of calls sent to the user."); ?>
CIcalls = Total number of call where there was a Human Answer which is set under Admin -> System Statuses."); ?>
DNC/CI% = How much in percent DNC (Do Not Call) per Human Answers."); ?>
System Statuses."); ?>

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CALLS = Total number of calls sent to the user."); ?>
TIME = Total time of these (PAUSE + WAIT + TALK + DISPO)."); ?>
PAUSE = Amount of time being paused in related to call handling."); ?>
AVG means Average so everything -AVG is for example amount of PAUSE-time divided by total number of calls: (PAUSE / CALLS = PAUSAVG)"); ?>
WAIT = Time the agent waits for a call."); ?>
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)."); ?>
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)."); ?>
DEAD = Time the agent is in a call after the customer has hung up."); ?>
CUSTOMER = Time the agent is in a live call with a customer."); ?>
System Statuses."); ?>

TOTAL = Total time on the system (WAIT + TALK + DISPO + PAUSE)."); ?>
NONPAUSE = Everything except pause (WAIT + TALK + DISPO)."); ?>
PAUSE = Only Pause."); ?>

LOGIN = The pause code when going from login directly to pause."); ?>
LAGGED = The time the agent had some network problem or similar."); ?>
ANDIAL = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds."); ?>


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CALLS = Total number of calls sent to the user."); ?>
LEADS = Total number of unique leads the user handled."); ?>
CONTACTS = Total number of calls the user handled that were statused in a Customer Contact status."); ?>
CONTACT RATIO = Percent of calls where a customer was contacted."); ?>
NONPAUSE = Everything except pause (WAIT + TALK + DISPO)."); ?>
TIME = Total time of these (PAUSE + WAIT + TALK + DISPO)."); ?>
TALK = Time the agent talks to a customer minus DEAD time."); ?>
SALES = Total number of calls the user handled that were statused in a Sales status."); ?>
SALES PER WORKING HOUR = Total number of sales divided by system time."); ?>
SALES TO LEADS RATIO = Total number of sales divided by leads handled."); ?>
SALES TO CONTACTS RATIO = Total number of sales divided by contacts."); ?>
SALES PER HOUR = Total number of sales divided by talk time."); ?>
INCOMPLETE SALES = Total number of calls statused as QCFAIL."); ?>
CANCELLED SALES = Total number of calls statused as QCCANC."); ?>
CALLBACKS = Total number of active or live callbacks for this user in the system."); ?>
FIRST CALL RESOLUTION = Total number of calls handled divided by leads handled."); ?>
AVERAGE SALE TIME = Total number of sales divided by the talk time for those sales calls."); ?>
AVERAGE CONTACT TIME = Total number of contacts divided by the talk time for those contact calls."); ?>

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CALLS = Total number of calls sent to the user."); ?>
SALES = Total number of calls the user handled that were statused in a Sales status."); ?>
SALES CONVERSION PCT = Total number of sales divided by calls handled."); ?>
SALES PER HOUR = Total number of sales divided by system time."); ?>
TIME = Total time of these (PAUSE + WAIT + TALK + DISPO)."); ?>

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CALLS = Total number of calls sent to the user."); ?>
CI CALLS = Total number of calls the user handled that were statused in a Customer Contact status."); ?>
DNC CI PCT = Total number of DNC statused calls divided by the number of Customer Contact calls."); ?>
SALES PER HOUR = Total number of sales divided by system time."); ?>


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PAUSE = Amount of time for the agent being paused."); ?>
WAIT = Time the agent waits for a call."); ?>
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)."); ?>
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)."); ?>
DEAD = Time the agent is in a call after the customer has hung up."); ?>
CUSTOMER = Time the agent is in a live call with a customer."); ?>
TOTAL = Total time of these (PAUSE + WAIT + TALK + DISPO)."); ?>

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FIRST LOGIN DATE = The earliest date this user logged in to the agent screen."); ?>
LAST LOGIN DATE = The most recent date this user logged in to the agent screen."); ?>
CAMPAIGN = The most recent campaign this user was logged in to."); ?>
SERVER IP = The most recent server this user logged in to."); ?>
COMPUTER IP = The most recent computer this user used to log in to the agent screen."); ?>
EXTENSION = The most recent phone this user used to log in to the agent screen."); ?>
BROWSER = The most recent web browser version this user used to log in to the agent screen."); ?>
PHONE LOGIN = The most recent phone login this user used to log in to the agent screen."); ?>
SERVER PHONE = The most recent server phone account this user was logged in through."); ?>
PHONE IP = The IP address of the phone during the most recent agent screen session."); ?>

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TIME CLOCK = Total amount of time agent spent logged in."); ?>
TIME CLOCK PUNCHES = A list of the punch-in and punch-out times for each agent. Punch-out times marked with an asterisk (*) denotes AUTOLOGOUT from timeclock."); ?>

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DISPOSITION = The distinct dispositions made for the list within the time frame specified."); ?>
CALLS = The number of calls ending with the disposition listed."); ?>
DURATION = Sum of the length of the calls ending with the disposition listed."); ?>
HANDLE TIME = Sum of the time the calls ending with the disposition listed were handled by an agent (TALK + DEAD)."); ?>

TOTAL CALLS = Number of calls placed to leads belonging to lists in this campaign within the time frame specified."); ?>
STATUS FLAGS BREAKDOWN = Breakdown of the total calls into status categories, including counts per category and percentage relative to the number of calls to leads in the list within the time frame specified."); ?>

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DROPS = The number of dropped calls to the inbound group within the time frame specified for that time interval."); ?>
DROP % = The percentage of calls ending in DROPS."); ?>
AVG DROP(S) = Average length in seconds of the calls ending in DROPS."); ?>
HOLDS = The number of calls to the inbound group that were held in queue for that time interval."); ?>
HOLD % = The percentage of calls that went to queue relative to the total calls."); ?>
AVG HOLD(S) HOLD = Average length in seconds of the queue time for only the calls in queue."); ?>
AVG HOLD(S) TOTAL = Average length in seconds of the queue time for ALL calls for the time interval."); ?>
CALLS = Number of calls received by the ingroup within the time interval."); ?>
TOTAL CALLTIME MIN:SEC = Total length of all calls received."); ?>
AVG CALLTIME SECONDS = Average length of all calls received."); ?>

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MULTI-GROUP BREAKDOWN
"); ?>
CALLS = The number of calls to the inbound groups or DIDs within the time frame specified for that time interval."); ?>
DROPS = The number of dropped calls to the inbound groups or DIDs within the time frame specified for that time interval."); ?>
DROP % = The percentage of calls ending in DROPS."); ?>
IVR = The number of calls to the inbound group or DID that went to an IVR within the time frame specified for that time interval."); ?>
CALL HANGUP REASON STATS
"); ?>
HANGUP REASON = The reason the call terminated."); ?>
HOLDS = The number of calls terminated from the aforementioned reason."); ?>
CALL STATUS STATS"); ?>
STATUS = The call disposition."); ?>
DESCRIPTION = A description of the call disposition."); ?>
CATEGORY = The call category that the disposition currently belongs to."); ?>
CALLS = The number of calls taken by the ingroups or DIDs that were dispositioned as the listed disposition."); ?>
TOTAL TIME = The total amount of time that was spent on calls that ended as the listed disposition."); ?>
AVG TIME = The average amount of time that was spent on calls that ended as the listed disposition."); ?>
CALLS /HOUR = The number of calls per hour to the ingroups or DIDs that ended as the listed disposition."); ?>
CUSTOM STATUS CATEGORY STATS"); ?>
CATEGORY = The custom call category that a call was dispositioned under the selected report parameters."); ?>
CALLS = The number of calls dispositioned under the custom status category."); ?>
DESCRIPTION = A description of the custom call category."); ?>
AGENT STATS"); ?>
AGENT = The agent who received a call to the specified inbound groups or DIDs."); ?>
CALLS = The number of calls fielded by the agent."); ?>
DESCRIPTION = The total time the agent spent in calls to the specified inbound groups or DIDs."); ?>
DESCRIPTION = The average time the agent spent in calls to the specified inbound groups or DIDs."); ?>

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MULTI-GROUP BREAKDOWN"); ?>
CALLS = The number of calls to the inbound groups or DIDs within the time frame specified for that time interval."); ?>
DROPS = The number of dropped calls to the inbound groups or DIDs within the time frame specified for that time interval."); ?>
DROP % = The percentage of calls ending in DROPS."); ?>
IVR = The number of calls to the inbound group or DID that went to an IVR within the time frame specified for that time interval."); ?>
CALL HANGUP REASON STATS"); ?>
HANGUP REASON = The reason the call terminated."); ?>
HOLDS = The number of calls terminated from the aforementioned reason."); ?>
CALL STATUS STATS"); ?>
STATUS = The call disposition."); ?>
DESCRIPTION = A description of the call disposition."); ?>
CATEGORY = The call category that the disposition currently belongs to."); ?>
CALLS = The number of calls taken by the ingroups or DIDs that were dispositioned as the listed disposition."); ?>
TOTAL TIME = The total amount of time that was spent on calls that ended as the listed disposition."); ?>
AVG TIME = The average amount of time that was spent on calls that ended as the listed disposition."); ?>
CALLS /HOUR = The number of calls per hour to the ingroups or DIDs that ended as the listed disposition."); ?>
CUSTOM STATUS CATEGORY STATS"); ?>
CATEGORY = The custom call category that a call was dispositioned under the selected report parameters."); ?>
CALLS = The number of calls dispositioned under the custom status category."); ?>
DESCRIPTION = A description of the custom call category."); ?>
AGENT STATS"); ?>
AGENT = The agent who received a call to the specified inbound groups or DIDs."); ?>
CALLS = The number of calls fielded by the agent."); ?>
TIME H:M:S = The total time the agent spent in calls to the specified inbound groups or DIDs."); ?>
AVERAGE = The average time the agent spent in calls to the specified inbound groups or DIDs."); ?>

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TOTAL CALLS = Total calls taken by the in-group."); ?>
TOTAL ANSWER = Total calls answered by the in-group."); ?>
TOTAL TALK = Total amount of time spent in calls answered by the in-group."); ?>
AVERAGE TALK = Average amount of time spent in calls answered by the in-group."); ?>
TOTAL QUEUE TIME = Total amount of time calls handled by the in-group spent in queue."); ?>
TOTAL QUEUE TIME = Average amount of time calls handled by the in-group spent in queue."); ?>
MAXIMUM QUEUE TIME = The longest amount of time any single call handled by the in-group spent in queue."); ?>
TOTAL ABANDON CALLS = The number of calls to the in-group that were unanswered and abandoned by the caller."); ?>

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Start Inv = Total leads currently in list."); ?>
Call Inv Total = Total leads currently dialable in list based on the campaign settings it belongs to."); ?>
Call Inv No filtr = Total leads currently dialable in list based on the campaign settings EXCLUDING any filters."); ?>
Call Inv One-off = Total leads currently dialable in list based on the campaign settings that are at least one dial attempt below the call count limit."); ?>
Call Inv Inactive = Total leads currently in list that belong to INCOMPLETE statuses that are NOT currently selected as dialable for the campaign."); ?>
Dial Avg = Total calls made on the list divided by the Start Inv of that list."); ?>
Pen. pct = Percentage of leads in the list that are no longer dialable, Start Inv - Call Inv Total divided-by Start Inv."); ?>

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ROUTE = Where the DID is currently directed when a call reaches it."); ?>
CALLS = Number of calls the DIDs/servers/time frames (depending on which sub-report you are viewing) received during the specific date range."); ?>

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TOTAL CALLS OFFERED = Total calls taken by the in-group."); ?>
TOTAL CALLS ANSWERED = Total calls answered by the in-group."); ?>
TOTAL AGENTS ANSWERED = Total number of distinct agents who fielded calls to this in-group."); ?>
TOTAL CALLS ABANDONED = Total calls ended in queue (dropped)."); ?>
TOTAL ABANDON PERCENT = Percentage of calls abandoned (TOTAL CALLS ABANDONED / TOTAL CALLS OFFERED)."); ?>
AVG ABANDON TIME = Average amount of time a caller waited in queue before abandoning the call."); ?>
AVG ANSWER SPEED = Average amount of time a caller waited in queue before an agent answered."); ?>
AVG TALK TIME = Average amount of time an agent remained on the line with the caller before the call was hung up - does not include caller queue time."); ?>
TOTAL TALK TIME = Total amount of time agents remained on the line with callers before calls ended - does not include caller queue time."); ?>
TOTAL WRAP TIME = Total amount of time agents used to -wrap- the call - assumed to be 15 second per answered call."); ?>
TOTAL CALL TIME = Total talk time plus total wrap time."); ?>

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IVR CALLS = Total calls taken by or made through the selected IVRs that follow the -CALL PATH-."); ?>
QUEUE CALLS = Total inbound calls taken by the selected IVRs that follow the -CALL PATH-."); ?>
QUEUE DROP CALLS = Total inbound calls taken by the selected IVRs that follow the -CALL PATH- that were dropped."); ?>
QUEUE DROP PERCENT = Percentage of dropped inbound calls taken by the selected IVRs (QUEUE DROP CALLS / QUEUE CALLS)."); ?>
IVR AVG TIME = Average amount of time spent in-call, taken by dividing IVR CALLS by the total time spent in the selected IVRs."); ?>
TOTAL AVG TIME = Total call time spent in the selected IVRs."); ?>
CALL PATH = The specific call path followed on the IVR - report will display each distinct path followed by all the selected IVRs for the selected date range."); ?>

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LIST ID SUMMARY = Shows each list in the campaign(s) selected by the user, the count of leads in each list, and whether the list is active or inactive."); ?>
STATUS FLAGS SUMMARY = Shows a breakdown of the status flags for all the selected lists in all the selected campaigns combined. Status flags are set in the -Statuses- section of a campaign or the -System Statuses-."); ?>
CUSTOM STATUS CATEGORY STATS = Shows a breakdown of the custom status categories for all the selected lists in all the selected campaigns combined. Categories can be defined under the -System Statuses- in the admin section."); ?>
PER LIST DETAIL STATS = Shows each list in the campaign(s) selected by the user, with a breakdown of each status flag (and percentage of each flag) and status within that list."); ?>

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FIRST LOAD DATE = Date list first had leads loaded."); ?>
LIST ID and NAME = List ID number and name of list."); ?>
CAMPAIGN = Campaign that the list currently belongs to."); ?>
LEAD COUNT = Number of leads in the list."); ?>
ACTIVE = Whether or not the lead was active."); ?>
CONTACTS 1st-5th,LIFE PASS = Leads that were -human answered- (dispoed a status where HUMAN ANSWER is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
CNT RATE 1st-5th PASS = Percentage of leads on the list that were -human answered- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
SALE 1st-5th,LIFE PASS = Leads that were sold to (dispoed a status where SALE is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
CNV RATE 1st-5th PASS = Percentage of leads on the list that were sold to on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
DNC 1st-5th,LIFE PASS = Leads that were dispositioned -do not call- (dispoed a status where DNC is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
DNC RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -do not call- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
CUST CONTACT 1st-5th,LIFE PASS = Leads that were -customer contacted- (dispoed a status where CUSTOMER CONTACT is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
CUCT RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -customer contacted- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
UNWORKABL 1st-5th,LIFE PASS = Leads that were -unworkable- (dispoed a status where UNWORKABLE is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
UNWK RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -unworkable- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
SCHEDL CB 1st-5th,LIFE PASS = Leads that were -scheduled callbacks- (dispoed a status where SCHEDULED CALLBACK is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
SHCB RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -scheduled callbacks- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
COMPLETED 1st-5th,LIFE PASS = Leads that were -completed- (dispoed a status where COMPLETED is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
COMP RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -completed- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>

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TOTAL LIST ID SUMMARY = Shows each list selected by the user, the count of leads in the list, and whether the list is active or inactive."); ?>
TOTAL STATUS FLAGS SUMMARY = Shows a breakdown of the status flags for all the selected lists combined. Status flags are set in the -Statuses- section of a campaign or the -System Statuses-."); ?>
LIST ID SUMMARY = Each list selected in the report will be listed separately after the TOTALS summaries. The list summary gives specific information about each particular list."); ?>
STATUS FLAGS BREAKDOWN = Same as TOTAL STATUS FLAGS SUMMARY, but only for one list."); ?>
STATUS BREAKDOWN = A breakdown of each status in the individual list, along with the status description, number of leads, and percentage relative to the total leads in the list."); ?>

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CAMPAIGN = The campaign being reported on."); ?>
TOTAL CALLS = The number of calls taken either by a campaign or during a time interval during a campaign, depending on the report."); ?>
SYSTEM RELEASE CALLS = The number of calls terminated by the dialer per campaign or during a time interval for a campaign, depending on the report."); ?>
AGENT RELEASE CALLS = The number of calls terminated by the agent per campaign or during a time interval for a campaign, depending on the report."); ?>
SALE CALLS = The number of sales made either on a campaign or during a time interval during a campaign, depending on the report."); ?>
DNC CALLS = The number of DNC made either on a campaign or during a time interval during a campaign, depending on the report."); ?>
NO ANSWER PERCENT = The percentage of calls dispositioned as no answer against the TOTAL CALLS."); ?>
DROP PERCENT = The percentage of calls dispositioned as DROPs against the TOTAL CALLS."); ?>
AGENT LOGIN TIME (H:M:S) = The total pause, wait, talk, and dispo times logged by agents for the campaign/interval."); ?>
AGENT PAUSE TIME (H:M:S) = The total pause time logged by agents for the campaign/interval."); ?>
INTERVAL = The interval (in -HHii- format) being reported on under the campaign."); ?>

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CALL HANGUP REASON STATS"); ?>
HANGUP REASON = The reason the call terminated."); ?>
CALLS = The number of calls terminated from the aforementioned reason."); ?>
CALL STATUS STATS"); ?>
STATUS = The call disposition."); ?>
DESCRIPTION = The description of the status."); ?>
CATEGORY = The category of the status."); ?>
CALLS = The number of calls resulting the disposition."); ?>
CALL TIME - TOTAL TIME = The total time spent on calls resulting in the disposition."); ?>
CALL TIME - AVG TIME = The average amount of time spent on calls resulting in the disposition."); ?>
CALL TIME - CALLS/HOUR = The number of calls per hour where the call resulted in the disposition - this is relative to the total time of all dispositions, not just this one."); ?>
AGENT TIME - CALLS/HOUR = The number of calls per agent hour where the call resulted in the disposition, relative to the total time agents spent in call for all dispositions."); ?>
LIST ID STATS"); ?>
LIST = The list ID number - all lists meeting the selected criteria are displayed here."); ?>
CALLS = The number of outbound calls placed from the aforementioned list."); ?>
AGENT PRESET DIALS"); ?>
PRESET NAME = The preset name logged in the user_call_log table (where applicable) for the outbound calls meeting the selected criteria."); ?>
CALLS = The number of calls logged with the aforementioned preset."); ?>
CUSTOM STATUS CATEGORY STATS"); ?>
CATEGORY = The category the custom status is currently assigned to."); ?>
CALLS = The number of calls logged with the aforementioned category."); ?>
DESCRIPTION = The description of the category."); ?>
AGENT STATS"); ?>
AGENT = The user ID and agent involved on outbound calls meeting the selected criteria."); ?>
CALLS = The number of outbound calls handled by the aforementioned agent."); ?>
TIME H:M:S = The total amount of time the agent spent on the outbound calls."); ?>
AVERAGE = The average amount of time the agent spent on the outbound calls."); ?>

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FRONTER STATS"); ?>
AGENT = The agent making the transfer (fronter)."); ?>
XFERS = The number of transfers the agent made."); ?>
SALE % = Percentage of transfers the agent made that resulted in a sale."); ?>
SALE = Number of sales (dispos where sale=Y in the -Statuses- section) made on the agents transfers."); ?>
DROP = Number of transfers that were dropped (did not make it to a live closer)."); ?>
OTHER = Number of transfers that were not dropped, but also not sold by the closer."); ?>
FRONTER STATS"); ?>
AGENT = The agent receiving the transfer (closer)."); ?>
CALLS = Total calls answered by the closer."); ?>
SALE = Number of sales (dispos where sale=Y in the -Statuses- section) made on the transfers the closer fielded."); ?>
DROP = Number of calls the closer received that were dispoed as dropped."); ?>
OTHER = Calls the closer fielded that did not result in sales."); ?>
CONV % = Percentage of transfers the closer received that resulted in sales."); ?>







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Custom Reports Admin




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