Campaign Summary Report

The Campaign Summary report displays information about the active campaignsClosed A grouping of skills used to run reports. in your organization. It shows:

The values in the Campaign Name and Campaign No column are clickable. This allows you to see data for that campaign. Then, you can click on a Skill Name or Skill No to view data for that skill. The Campaign Summary report will then show data for all the contacts in that skill.

You must have these permissions:

  • Dashboard > Dashboard Templates > Campaign Summary :On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

A contact center manager wants to evaluate the performance of active campaigns to improve customer engagement and operational efficiency. . By reviewing the Campaign Summary report, the manager can identify which campaigns are handling the most contacts and assess how effectively those contacts are being managed.

The report provides insights into key metrics such as Average Handle Time, Inqueue Time, Abandon Time, and Agent Response Time, helping the manager locate areas where delays or inefficiencies may be occurring. By drilling down into specific campaigns and skills, the manager can analyze performance at a granular level, such as identifying which skills contribute to wait times or higher abandonment rates over a more extended period.

Below are descriptions of the components included in this report.

The widgets in the report display a default row labeled Not set, representing categories not available in the system. This row typically has a value of zero.

Contacts Over Time

This line chart shows how contact volume changes over the selected date range. It breaks contacts down by direction and category to show patterns and trends.

The chart displays counts of contacts per day, segmented into: Inbound, Outbound, Unknown, Inbound & Outbound, and Not Available.

Data labels and tooltips help you see exact values when you hover over a point. Use this component to:

  • Identify spikes or drops in contact volume.

  • Compare behavior across different directions or categories.

  • Understand how campaigns perform over time relative to marketing activities or operational changes.

Handled Contacts by Campaign

This is a bar chart that compares how many contacts were handled by each campaign in the selected period.

  • Each bar represents a campaign.

  • The chart shows the count of handled contacts per campaign.

  • Bars are sorted from highest to lowest to highlight the busiest campaigns.

Use this chart to:

  • See which campaigns are generating the most handled interactions.

  • Identify underperforming or low-volume campaigns.

  • Compare workload distribution across campaigns.

Campaign Averages

The Campaign Averages section presents key KPI values that summarize campaign performance. It appears as a KPI panel showing the following metrics:

  • Avg Handle Time – Average time agents spend handling contacts in campaigns.

  • Avg Inqueue Time – Average time inbound contacts spend in the queue before being handled.

  • Avg Abandon Time – Average time contacts wait before abandoning.

  • Avg Agent Responses – Average amount of time agents take to respond to digital contacts in campaigns.

  • Avg Customer Response – Average amount of time customers take to respond in digital conversations.

Use this section to monitor overall efficiency and responsiveness across campaigns and to spot trends such as increasing handle times or slower agent responses.

Campaign Summary

The Campaign Summary grid presents campaign-level metrics in a tabular format. You can drill down from this grid to see data at the skill level and then at the contact level.

Use this grid to compare campaigns across key metrics, such as abandon rate, SLA performance, and handle times. Drill downs from this grid allow you to investigate specific campaigns in more detail.

Column Description
Campaign The name of the campaignClosed A grouping of skills used to run reports. as configured in ACD > Contact Settings > Campaigns.
Inbound Number of inbound contactsClosed The person interacting with an agent, IVR, or bot in your contact center. in the campaign.
Outbound Number of outbound contacts in the campaign.
Offered Number of contacts delivered to an agent that were answered or refused.
Handled Number of contacts delivered to an agent that were answered.
Abandons Number of abandons that occurred in the campaign.
Avg Handle Time Average amount of time agents spend handling contacts in the campaign.
Avg Inqueue Time Average amount of time inbound contacts in the campaign spend in the queue.
Avg Abandon Time Average amount of time contacts in the campaign wait before abandoning.
In SLA Number of contacts queued and routed to an agent within the service level threshold (SLA) configured for the skills in the campaign.
Out SLA Number of contacts queued and routed to an agent outside of the service level threshold (SLA) configured for the skills in the campaign.
Avg Agent FRT Average amount of time agents take to respond to digital contacts in the campaign.
Count of agent response Number of agent responses for digital contacts in the campaign.
Count of customer response Number of customer responses for digital contacts in the campaign.

The Contact Skill Details report shows performance metrics at the contact and skill levels. It focuses on queue and abandon behavior for each contact-skill combination.

Click Options and then Settings on the dataset to select the date range, campaigns and skills to include in the report.

Contact Skills dataset:

Column Name

Description

CONTACT NO

Contact number.

CONTACT TIME

Date and time of the contact.

CAMPAIGN NAME

Campaign name associated with the contact.

CAMPAIGN NO

Campaign number.

SKILL NAME

Name of the skill associated with the contact.

SKILL NO

Skill number.

CHANNEL NAME

Channel name (for example, phone, chat, email).

DIRECTION

Direction of contacts.

OFFERED Number of contacts delivered to an agent that were answered or refused.
ABANDONS The number of abandoned contacts.
INQUEUE TIME Average amount of time inbound contacts in the campaign spend in the queue.
ABANDON TIME Average amount of time contacts in the campaign wait before abandoning.
IN SLA Number of contacts queued and routed to an agent within the service level threshold (SLA) configured for the skills in the campaign.
OUT SLA Number of contacts queued and routed to an agent outside of the service level threshold (SLA) configured for the skills in the campaign.

Agent Contact dataset:

Column Name

Description

CONTACT NO

Contact number.

CONTACT DATE TIME

Date and time of the contact.

CAMPAIGN NAME

Campaign name associated with the contact.

CAMPAIGN NO

Campaign number.

SKILL NAME

Name of the skill associated with the contact.

SKILL NO

Skill number.

CHANNEL NAME

Channel name (for example, phone, chat, email).

DIRECTION

Direction of contacts.

HANDLE

Number of handled contacts.

HANDLE TIME

Time agents spent handling the contact.

COUNT OF AGENT RESPONSES

Number of responses sent by agents during the interaction.

COUNT OF CUSTOMER RESPONSES

Number of responses sent by customers during the interaction.