SpitFire Help Desk

The SpitFire Predictive WebReports can be used to view Agent and Campaign statistics for any Campaigns run previously or even to look at real-time stats.
The WebReports are browser based, using Crystal Reports and hosted on the SpitFire Predictive Server itself. This means that the reports can also be viewed from computers other than the Dialer.
Simply open Internet Explorer and put the URL of the WebReports in the Address bar:

http://[Dialer's IP Address or Computer Name]/spdwebreports/index.aspx

Of course, you can also access the reports via the SpitFire Predictive Dialer's desktop using the Reports icon.

1. Open the Reports icon to go to the Main Reports page.




2. Next, select the type of report that you want to generate. There are basically two, main types of reports; Agent Performance and List Performance which are then broken down into different ways of viewing the data.



So here you have Agent Performance grouped by Agent, Date, List and Session:

Agent performance grouped by Agent will show each Agent's login name and the Agent Disposition stats for that Agent.
This is good for comparing the Agents performance against each other.
Agent performance grouped by Date will show each date selected and the Agent Disposition stats for that date.
This can be used for looking at what days produced better results in the stats.
Agent performance grouped by List will show each list name used and the Agent Disposition stats for that list.
This can be used to see which list or lists are producing more Hits, appointments, Sales, etc.
Agent performance grouped by Session will show a session ID for each session and the Agent Dispositions for that session ID.
Use this report to see the overall stats from when a Campaign was started to when it was stopped and another list was selected.


3. After selecting the type of report, then select the list name or select ALL to see stats for all the lists used during the period selected in the next step.




4. Next we must select the date span for the report. This can be one day or several days. Just click on the Start and End dates in the calendar.



5. After selecting the date range, click View Report to see the selected report.




In this Agent Performance by Agent report, we can see the Agents that were logged in during the period selected and the stats for how many calls each took, broken down by disposition.



In this example, agent1, ericp and test are the login names used by the Agents.

Sess. is the amount of time logged into the Campaigns.

Talk is the amount of time actually connected to customers.

W-Up Time is the amount of time spent in Wrap Up by the Agent.

Calls is the total number of calls taken by the Agent.

After that, the calls are broken out by Dispositions used by the Agent to end the calls. These Disposition names may be renamed at the stations but the default names, like Hangup, Hit, AM (answering machines)etc, will be shown here.

If you click on one of the Agent login names, you can go into more detail for the period selected.


In this detail view, you can see the actual times that the Agent logged in, how long that session lasted. So, for instance, agent 1 logged in on 4/9/09 at 3:16pm and was logged in for 1 minute and 47 seconds. The next time he logged in was on 4/20, for 24 seconds.


Agent Performance grouped by List can be useful for seeing which list produces more Hits, etc.






List Reports

The List Performance Reports can be used to look at overall statistics for the Campaigns. So, these would be the total number of Voice connects, Drops, Answering machines that were detected by the Dialer, etc.

1. First select one of the List Performance Reports:



2. Next, select ALL for stats on all lists used during the period selected.

3. Select the Date Span and click View Report.



Here you can see the Sess. time for the lists used (eric test and eric test 2, in this case), the numbers of Calls and then break-outs from that of Xfers, Drops, Answering Machines (AMs), Busies, Faxes, No Answers (NA's), Operator Intercepts (OIs, these are bad or disconnected numbers), Others (similar to OIs but can also indicate bad phone lines), NoCalls and then the Drop percentage.

Here is a detailed breakout of the various statistics:

Sess. The total amount of time that the campaign was active.

Calls: The total number of calls made on that list or campaign

Voice: The number of voice detections made by the dialer. In other words, the number of times the Dialer decided a live person had answered the call.

Xfers: The number of calls actually transferred to Agents.

Drops: The calls that were detected as Voice connects but there was no agent available at the time so the call was dropped.

AMs: The number of answering machines detected by the Dialer.

Busys: The number of busy signals detected.

Faxs: The number of faxes or fax modems detected.

NAs: The number of no answers called. A no answer is when the phone rings 5 or 6 times and nothing answers (no answering machine, voice, etc) so the Dialer gives up and dials another number. 

OI's: The number of calls that resulted in a Operator Intercept. This result occurs when calling a bad or disconnected number. The phone company will often respond with a tone that indicates this.

Others: The number of Others can sometimes be bad numbers as well or may be bad phone lines connected to the Dialer.

NoCalls: The count of records that were either on the Dialer's nocalls list or marked as nocalls by Agents.

Drop%: The percentage of dropped calls among the total calls made.

You can click on one of the list names to go into more detail.



Exporting Reports

With the latest version of the SpitFire Predictive WebReports, under Windows XP, the reports can now be exported to several different file types.

1. After Viewing the report, click on the Export icon on the top, left-hand corner of the report to start the export process.




2. This brings up the Export Options window.




3. Here you can select the type of format the report will be created in and saved as.




4. In this example, we will choose the MS Excel 97-2000:




5.  Click Save and select the location to save the file and what to name it.




6. This example created an Excel file on the desktop.




7. If opened in Excel, you will have a spreadsheet that looks almost identicle to the WebReport version.