Audited Conversion Rate

Description

The Audited Conversion Rate report shows the total amount of dispositioned calls along with the res|lead rate and conversion rate with values adjusted based upon audited call results.

Preview

Audited_Conversion_Rate.png

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the call occurred.
End Date Date Yes The end date range of when the call occurred.
Direction Single Select No Select whether to view calls from All Direction, Inbound, or Outbound.
Queues Single Select No The name of the queue to which the call was routed.
Agents Multi Select No The name of the Agent selected.
Teams Multi Select No The name of the Team associated with the selected Agents.
Brand Multi Select No The name of the brand associated with the call.


Data Dictionary
 

Column Name Data Type Description Example
Agent String The name of the Agent who dispositioned the call. George Washington
Dispositioned Number The total number of calls that have been finalized by an Agent. 20
Audited Number The total number of calls that have been audited for this Agent. 10
Res|Leads Total Original Calls Number The total number of calls that were originally marked as a res|lead. 3
Res|Leads Total Adjusted Calls Number The total number of calls that were originally marked as a res|lead + the number of audited calls that should have been marked as a res|lead. 5
Res|Lead Rate Original Percent The original res|lead rate calculated as the number of res|leads calls divided by the number of dispositioned calls. 30.00%
Res|Lead Rate Adjusted Percent The res|lead rate calculated as the adjusted number of res|lead calls divided by the number of dispositioned calls. 50.00%
Converted Total Original Calls Number The total number of calls that were originally marked as a conversion. 2
Converted Total Adjusted Calls Number The total number of calls that were originally marked as a conversion + any call that was audited that should have been marked as a conversion (not likely as a booked call is mostly standard). 2
Conversion Rate Original Percent The original conversion rate calculated as the number of converted calls divided by the original res|lead rate. 66.67%
Conversion Rate Adjusted Percent The adjusted conversion rate calculated as the number of adjusted converted calls divided by the adjusted res|lead rate. 40.00%

 

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk