Introduction

This article outlines the metrics available on the LoftyWorks Reporting Page. Here, we will define the metrics included on each default report so you can decide which metrics are important to you. Learn how to navigate the reporting page here: How to Navigate the Reporting Page.

Summary

Contacts Assigned
Agent Activity Overview
Uncontacted Contacts
Follow-up Speed & Effort
Contact Response Performance
Call Accountability
Text Accountability
Email Accountability

Contact Assigned

Metric Name	Definition
Initially Contacts Assigned	The historical number of contacts created within the selected timeframe, who were first assigned to that agent. This metric could be used to complete a contact distribution analysis - that is, track the fairness or balance in contact distribution/routing
New Contacts Assigned	The number of contacts created within the selected timeframe and currently assigned to that agent.
Total Contacts Previously Worked	The historical number of contacts assigned within the selected timeframe, but may not still be assigned to that agent. This metric could be used to measure the overall workload for agents
Current Contacts Assigned	This is the same calculation as the current "total contacts assigned", but is now renamed to "current contacts assigned" to provide a distinction between currently assigned contacts and initially assigned contacts. That is, this metric provides the number of contacts assigned within the selected timeframe that are currently are still assigned to that agent

Agent Activity Overview

This report focuses on the activity count for each agent, regardless of whether contacts are assigned to them. Here are the metrics available on this report:

Metric Name	Definition
Contacts Made (Manual Only)	The sum of all outbound communications, including calls made, texts sent, and emails sent, including logged activity. This metric is only counting manual activity.
Contacts Made (Include Auto)	This metric includes all the data as Contacts made (Manual only) but also includes automated communications, like Smart Plans.
Calls Made	The number of outbound calls, including logged calls
Call Connect Rate	This metric calculates the percentage of "Talked Calls" from the total number of calls made. This does not include inbound calls.
Texts Sent (Manual Only)	The number of outbound texts sent, including logged texts. This metric only includes manually sent text messages. Automated texts are excluded.
Texts Sent (Include Auto)	This metric includes the number of all texts sent, including automated texts.
Texts Delivery Rate (Manual Only)	This metric is calculated as Texts delivered/Texts sent. This metric only includes manually sent text messages. Automated texts are excluded.
Texts Delivery Rate (Include Auto)	This metric is calculated as Texts delivered/Texts sent
Email Open Rate (Manual Only)	This metric is calculated as Emails opened/Emails sent. This metric only includes manually sent emails. Automated emails are excluded.
Task Completed	The number of tasks completed by the agent during the selected timeframe. This metric includes smart plan tasks that are completed manually by the agent
Total Appts	The number of appointments created during the selected timeframe that are either owned by the agent or the agent is a participant
Appts Set	The number of appointments created by that agent during the selected timeframe
Appts Completed	The number of appointments with the status of "completed"
No Show Rate	This metrics is calculated as: (Total appts - Appts completed)/Total appts

Uncontacted Contacts

This report focuses on the number of new contacts that have not received any follow-up, regardless of whether the follow-up is done by their assigned agent. Here are the metrics available on this report:

Metric Name	Definition
Contacts Not Contacted	The number of "New contacts assigned" who have not been contacted in the selected timeframe
Contacts Not Called	The number of "New contacts assigned" who have not been called in the selected timeframe
Contacts Not Texted	The number of "New contacts assigned" who have not been texted in the selected timeframe
Contacts Not Emailed	The number of "New contacts assigned" who have not been emailed in the selected timeframe

Follow-up Speed & Effort

This report analyses the follow-up speed and effort of the agents on their new contacts. Communications made by team members other than the assigned agent will not be included in this report. Here are the metrics available on this report:

Metric Name	Definition
Avg. Response Time	The average amount of time (in days:hours:minutes) taken from the contact creation to the first contact (call/text/email) by the contact's assigned agent
Avg. Speed To First Call	The average amount of time (in days:hours:minutes) taken from the contact creation to the first call by the contact's assigned agent
Avg. Speed To First Text (Manual Only)	The average amount of time (in days:hours:minutes) taken from the contact creation to the first manual text message sent by the contact's assigned agent
Avg. Speed To First Email (Manual Only)	The average amount of time (in days:hours:minutes) taken from the contact creation to the first manual email sent by the contact's assigned agent

Contact Response Performance

This report analyses contact responses to communications initiated by agents. Here are the metrics available on this report:

Metric Name	Definition
Contacts Contacted	The number of contacts contacted by the agent during the selected timeframe
Contacts Responded	The number of contacts that have responded to the agent during the selected timeframe
Contact Response Rate	This metric is calculated as Contacts responded/Contacts contacted
Contacts Called	The number of contacts called by the agent during the selected timeframe
Contacts Responding By Call	The number of contacts who picked up the outbound calls from the agent during the selected timeframe
% Of Contacts Responding By Call	This metric is calculated as Contacts responding by call/Contacts called
Contacts Texted (Manual Only)	The number of contacts texted manually by the agent during the selected timeframe
Contacts Texted (Include Auto)	The number of unique contacts sent any text messages during the selected timeframe
Contacts Responding By Text	The number of contacts sending inbound text message to the agent during the selected timeframe
% Of Contacts Responding By Text	This metric is calculated as Contacts responding by text/Contacts texted (manual only)
Contacts Emailed (Manual Only)	The number of contacts emailed manually by the agent during the selected timeframe
Contacts Responding By Email	The number of contacts that have replied to an email from the agent during the selected timeframe
% Of Contacts Responding By Email	This metric is calculated as Contacts responding by email/Contacts emailed (manual only)

Call Accountability

This report analyses the calling data of the agents and teams for a specified period of time. Here are the metrics available on this report:

Metric Name	Definition
Calls Made	The number of outbound calls made, including logged calls, in the selected timeframe
Contacts Called (OB)	The number of unique contacts called by the agent in the selected timeframe
Talked Calls (OB)	The number of calls with the call result of "talked" in the selected timeframe
Convos More Than 2 Mins (OB)	The number of calls with the call result of "talked" and the call duration is more than 2 minutes, in the selected timeframe
Voicemails (OB)	The number of calls with the call result of "voice message" in the selected timeframe
Bad Numbers (OB)	The number of calls with the call result of "bad numbers" in the selected timeframe
No Answer (OB)	The number of calls with the call result of "no answer" in the selected timeframe
Total Call Duration (OB)	The total time of talked calls
Calls Received	The number of inbound calls from contacts and unknown numbers, excluding missed calls, in the selected timeframe
Contacts Called (IB)	The number of unique contacts who have called the agent in the selected timeframe.
Talked Calls (IB)	The number of inbound calls with the call result of "talked" in the selected timeframe
Convos More Than 2 Mins (IB)	The number of inbound calls with the call result of "talked" and the call duration is more than 2 minutes, in the selected timeframe
Voicemails (IB)	The number of inbound calls with the call result of "voice message" in the selected timeframe
Bad Numbers (IB)	The number of inbound calls with the call result of "bad numbers" in the selected timeframe
Calls Missed	The number of inbound calls missed by the agent in the selected timeframe
Avg. Answer Time	The average amount of time it takes for the agent to answer an inbound call
Total Call Duration (IB)	The total time of talked inbound calls

Text Accountability

This report analyses the text messaging data of the agents and teams for a specified period of time. Here are the metrics available on this report:

Metric Name	Definition
Texts Sent	The number of texts sent by the agent during the selected timeframe
Contacted Texted	The number of unique contacts sent any text messages during the selected timeframe
Texts Delivered	The number of texts successfully sent during the selected timeframe
Contacts Delivered	The number of unique contacts that have successfully received any text messages in the selected timeframe
Texts Delivery Rate	This metric is calculated as Texts delivered/Texts sent
Contacts Delivery Rate	This metric is calculated as Contacts delivered/Contacts sent
Texts Received	The number of inbound text messages that the agent received in the selected timeframe
IB Contacts	The number of unique contacts who have texted the agent in the selected timeframe.
Opt-Outs	The number of unique contacts that unsubscribed from text messages in the selected timeframe
Carried Filtered	The number of texts that have been directly blocked by carriers in the selected timeframe
Other Errors	The number of text messages failed to be sent by other errors, such as sending to an invalid/landline number. Note: A high number of "Other Errors" can damage your sender reputation with carriers, making it more likely for future messages to be flagged as spam.

Email Accountability

This report analyses the emailing data of the agents and teams for a specified period of time. Here are the metrics available on this report:

Metric Name	Definition
Emails Sent	The number of emails sent by the agent during the selected timeframe
Contacts Emailed	The number of unique contacts sent any emails during the selected timeframe
Emails Delivered	This metric includes the total number of emails sent and successfully delivered during the selected timeframe.
Contacts Delivered	This metric includes the total number of contacts who were sent an email and successfully received it during the selected timeframe.
Emails Opened	This metric includes the total number of emails sent and opened by contacts during the selected timeframe.
Contacts Opened	This metric includes the total number of contacts who were sent an email and opened it during the selected timeframe.
Emails Replied To(Funnel)	This metric includes the total number of emails sent and replied to by contacts during the selected timeframe.
Emails Replied To	The number of emails replied to by contacts in the selected timeframe
Contacts Replied to	This metric includes the total number of contacts who were sent an email and replied to it during the selected timeframe.
Emails Bounced	The number of bounced emails sent within the selected timeframe.
Contacts Unsubscribed	The number of unique contacts who have unsubscribed from emails in the selected timeframe

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.

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