INO cx campaigns (data source)

[Reading time: 10 minutes]

Overview

The campaign data sources give access to the detail of your outbound campaigns, for calls, SMS and WhatsApp. Each channel offers two data sources, one for the targets and one for the attempts.

Like all data sources, they can be used to create explorations containing KPIs, which can then be placed on dashboards, and their contents can be exported. Indicator templates are offered on the call campaign data sources only. On the four others the indicators must be created from scratch.

For an overview of the Reporter, please read this article. The database must have been created beforehand in the Maker, and its fields configured.

1. Prerequisites

You also need the following permissions:

• Access to the Reporter.
• The right to create, edit and delete data sources.
• The right to export, in order to generate an export.

Note: the number of data sources you can create is limited per platform. The corresponding limit is ‘Number of data sources’.

2. Understanding these data sources

2.1 Targets and attempts

A target is one contact loaded into a campaign. One row is one contact, and it is updated as the campaign works through the file: its status changes, its number of attempts grows, its reschedulings accumulate.

An attempt is one call placed or one message sent. One row is one attempt, written when the attempt ends and never modified afterwards.

So, if a contact called four times, it appears as one row in the targets and four rows in the attempts. Counting rows in the wrong data source is the most common mistake with this family of data sources.

Use a targets data source to answer questions about your contact: how many contacts were loaded, how many are still pending, where they came from, how many attempts each has received, and what state the file is in right now.

Use an attempts data source to answer questions about activity: how many calls were placed or messages sent, when, by which advisor, and for calls how long they lasted and how that time was split.

Two figures that will legitimately differ, and are not an error:

• The number of rows. One target produces as many attempt rows as attempts made on it, and none at all if it was never contacted.
• The period. The targets are filtered on the import date and the attempts on the attempt date, so the same campaign read over the same week does not cover the same events in both.

Note: only the call campaign data sources record the duration of an attempt. The SMS and WhatsApp attempts record when the message was sent, not how long anything took.

2.2 The period applied

A period is always applied, and the two levels do not use the same date. The attempts are filtered on their start date, the targets on their import date. A file imported yesterday and called today therefore appears in the attempts today, and in the targets yesterday. Each data source opens on the current day, and the filter on its date column can be widened but not removed.

2.3 Reading the values

Values are displayed as follows. Durations appear as minutes and seconds, or as hours, minutes and seconds beyond an hour. Dates and times are displayed in your own time zone. Yes and no values appear as words. An empty value appears as ‘No data‘.

The campaign, session, CRM and user columns display the current name of the object, so renaming a campaign changes how its whole history reads. The alias columns behave differently: they keep the value as it was when the row was written.

The ‘Result‘ column takes the same values everywhere in this family:

• Pending – the target is waiting to be processed.
• Processing – an attempt is under way.
• Processed – the target has been handled.
• No response – nobody answered.
• Busy – the line was busy.
• Answering machine detected – an answering machine picked up.
• Number not allocated – the number does not exist.
• Failed – the attempt failed.
• Contact attempt limit reached – the number of presentations allowed was reached.
• Attempt limit reached – the number of attempts allowed was reached.
• Rescheduled – the target has been given a new start date.
• Removed – the target was taken out of the campaign.
• Expired – the target is no longer callable.

Note: on a target, the result is its current status and changes over time. On an attempt, it is frozen at the value the attempt ended on.

Note: deleting a campaign deletes all of its targets and all of its attempts. The history is not archived. Export what you need before deleting a campaign.

The available campaign data sources are:

• Call campaign attempts
• Call campaign targets
• SMS campaign attempts
• SMS campaign targets
• WhatsApp campaign attempts
• WhatsApp campaign targets

3. Call campaign

Default columns

One row is one call placed by a call campaign on one target.

• Attempt ID – Unique identifier of the attempt.
• Interaction ID – Identifier of the interaction the call created.
• Start date – Date and time the attempt started.
• End date – Date and time the attempt ended.
• Campaign session – Name of the campaign the attempt belongs to.
• Caller number – The number presented to the contact.
• Target ID – Identifier of the target this attempt was made on.
• Target number – The number dialled.
• Call campaigns – Name of the call campaign.
• Result – Final outcome of the attempt.
• Hold time – Time the contact spent on hold.
• Ring / presentation time – Time spent ringing and presenting the call.
• Preview time – Time the advisor spent looking at the record before the call was placed.
• Communication time – Time of live conversation.
• Total time – Total duration of the attempt.
• Post-interaction time – Time of after-call work.
• Users – The advisor who handled the attempt.

Additional columns

• Call switched to video – Whether the call was upgraded to a video call.
• Video call wait time – Time spent waiting for the video call to start.
• Video call duration – Duration of the video call.
• Campaign session alias – Alias of the campaign session, as it was when the attempt was made.
• Call campaign alias – Alias of the campaign, as it was when the attempt was made.

2. Call campaign targets

One row is one contact loaded into a call campaign. A call campaign keeps every attempt made on a target, up to ten.

Most of this data source sits behind the ‘Add columns‘ list, including everything about the attempts and the reschedulings. The attempt columns and the rescheduling columns exist once per occurrence, and you choose the occurrence when you add them: ‘Attempt No.1‘, ‘Attempt No.2‘, ‘Rescheduling #1‘ and so on.

Default columns

• Target ID – Unique identifier of the target. This is the column an attempt points at.
• Import date – Date and time the contact was loaded into the campaign.
• Start date – The earliest moment the target may be called. It is rewritten every time the target is rescheduled.
• Call campaigns – Name of the campaign the target belongs to.
• Result – Current status of the target.
• Number of attempts – Number of attempts made on this target.
• Users – The advisor of the last attempt that reached the contact.

Additional columns

• Attempt ID – Identifier of the attempt at the chosen occurrence.
• Result – Outcome of the attempt at the chosen occurrence.
• Start date – Date and time that attempt started.
• Campaign session – Name of the campaign run that attempt belongs to.
• Interaction ID – Identifier of the interaction that attempt created.
• Number – The number dialled on that attempt.
• Users – The advisor of that attempt.
• Type of target import – How the contact entered the campaign, through the API or through an import.
• CRM card ID – Identifier of the linked CRM record.
• CRM – Name of the CRM the record belongs to.
• Priority – Dialling priority of the target.
• Call campaign alias – Alias of the campaign, as it was when the contact was imported.
• Campaign session alias – Alias of the campaign session.
• Rescheduling no. – Rank of the rescheduling.
• Rescheduling type – What triggered the rescheduling.
• Rescheduling date – Date and time the rescheduling was decided.
• Target start date – The new start date the rescheduling gave the target.
• User – Id of the advisor who rescheduled the target.
• Workflow – Id of the workflow that rescheduled the target.
• Smart Routing – Id of the smart routing that rescheduled the target.

Note: ‘Users‘ appears twice in the list, once in the default columns and once among the attempt columns. The first is the advisor of the last attempt that reached the contact, the second is the advisor of the occurrence you chose.

Note: the last three columns display an identifier, not a name.

3. SMS campaign attempts

One row is one SMS sent by an SMS campaign to one target.

Default columns

• Attempt ID – Unique identifier of the attempt.
• Start date – Date and time the message was sent.
• End date – Same value as the start date.
• Campaign session – Name of the campaign run the attempt belongs to.
• Target ID – Identifier of the target the message was sent to.
• Number – The number the message was sent to.
• SMS Campaign – Name of the SMS campaign.
• SMS template – Name of the template used. Empty when the campaign uses no template.
• Result – Outcome of the send.

Additional columns

• Campaign session alias – Alias of the campaign session, as it was at send time.
• SMS campaign alias – Alias of the campaign, as it was at send time.

4. SMS campaign targets

One row is one contact loaded into an SMS campaign.

Most of this data source sits behind the ‘Add columns‘ list. The attempt columns and the rescheduling columns exist once per occurrence, chosen when you add them.

Default columns

• Target ID – Unique identifier of the target.
• Import date – Date and time the contact was loaded into the campaign.
• Start date – The earliest moment the message may be sent. It is rewritten every time the target is rescheduled.
• SMS Campaign – Name of the campaign the target belongs to.
• Result – Current status of the target.
• Number of attempts – Number of attempts recorded on this target.

Additional columns

• Attempt ID – Identifier of the attempt at the chosen occurrence.
• Result – Outcome of that attempt.
• Start date – Date and time that attempt ran.
• Campaign session – Name of the campaign run that attempt belongs to.
• Number – The number the message was sent to.
• Type of target import – How the contact entered the campaign, through the API or through an import.
• CRM card ID – Identifier of the linked CRM record.
• CRM – Name of the CRM the record belongs to.
• Priority – Send priority of the target.
• SMS campaign alias – Alias of the campaign, as it was when the contact was imported.
• Campaign session alias – Alias of the campaign session.
• Rescheduling no. – Rank of the rescheduling.
• Rescheduling type – What triggered the rescheduling.
• Rescheduling date – Date and time the rescheduling was decided.
• Target start date – The new start date the rescheduling gave the target.
• User – Identifier of the person who rescheduled the target.
• Workflow – Identifier of the workflow that rescheduled the target.
• Smart Routing – Identifier of the smart routing that rescheduled the target.

Note: an SMS target keeps only its most recent attempt. To count the messages actually sent, use ‘SMS campaign attempts‘.

5. WhatsApp campaign attempts

One row is one WhatsApp message sent by a campaign to one target.

Default columns

• Attempt ID – Unique identifier of the attempt.
• Start date – Date and time the message was sent.
• End date – Same value as the start date.
• Campaign session – Name of the campaign run the attempt belongs to.
• Target ID – Identifier of the target the message was sent to.
• Target number – The number the message was sent to.
• WhatsApp campaign – Name of the campaign.
• WhatsApp message template ID – Identifier of the message template used.
• Result – Outcome of the send.

Additional columns

• Campaign session alias – Alias of the campaign session, as it was at send time.
• WhatsApp campaign alias – Alias of the campaign, as it was at send time.

6. WhatsApp campaign targets

One row is one contact loaded into a WhatsApp campaign.

Most of this data source sits behind the ‘Add columns‘ list. The attempt columns and the rescheduling columns exist once per occurrence, chosen when you add them.

Default columns

• Target ID – Unique identifier of the target.
• Import date – Date and time the contact was loaded into the campaign.
• Start date – The earliest moment the message may be sent. It is rewritten every time the target is rescheduled.
• WhatsApp campaign – Name of the campaign the target belongs to.
• Result – Current status of the target.
• Number of attempts – Number of attempts recorded on this target.

Additional columns

• Attempt ID – Identifier of the attempt at the chosen occurrence.
• Result – Outcome of that attempt.
• Start date – Date and time that attempt ran.
• Campaign session – Name of the campaign run that attempt belongs to.
• Number – The number the message was sent to.
• Type of target import – How the contact entered the campaign, through the API or through an import.
• CRM card ID – Identifier of the linked CRM record.
• CRM – Name of the CRM the record belongs to.
• Priority – Send priority of the target.
• WhatsApp campaign alias – Alias of the campaign, as it was when the contact was imported.
• Campaign session alias – Alias of the campaign session.
• Rescheduling no. – Rank of the rescheduling.
• Rescheduling type – What triggered the rescheduling.
• Rescheduling date – Date and time the rescheduling was decided.
• Target start date – The new start date the rescheduling gave the target.
• User – Identifier of the person who rescheduled the target.
• Workflow – Identifier of the workflow that rescheduled the target.
• Smart Routing – Identifier of the smart routing that rescheduled the target.

Note: a WhatsApp target keeps only its most recent attempt. To count the messages actually sent, use ‘WhatsApp campaign attempts‘.