User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 8 Outbound Option (Blended Agent) Reports
Outbound Option Historical Reports
Key Statistics: Right Party Connect
The percentage of call attempts as indicated by agents using their desktop, when the actual
customer was contacted and handled.
Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf
Key Statistics: Dialer Aband & Aband to IVR
The number of calls that were abandoned by the dialer or abandoned to IVR because of the
non-availability of agents to take the call.
Campaign configuration determines whether these calls are abandoned at the dialer or to IVR.
Derived from: Campaign_Query_Rule_Half_Hour. AbandonToIVRToHalf +
Campaign_Query_Rule_Half_Hour. AbandonDetectToHalf
Attempts: Total
The total number of outbound calls attempted.
Derived from: Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Attempts: Customer Answered
The percentage of attempted calls that reached a live voice.
Derived from: (Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf +
Campaign_Query_Rule_Half_Hour.WrongNumberCountToHalf +
Campaign_Query_Rule_Half_Hour.CustomerNotHomeCountToHalf +
Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.CallbackCountToHalf +
Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf +
Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf)/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Attempts: Did not Answer
The percentage of call attempted when the number was dialed but the customer was not reached
and there were no problems with the call ("Ring No Answer").
Derived from: (Campaign_Query_Rule_Half_Hour.AnsweringMachineDetectToHalf +
Campaign_Query_Rule_Half_Hour.BusyDetectToHalf +
Campaign_Query_Rule_Half_Hour.NoAnswerDetectToHalf +
Campaign_Query_Rule_Half_Hour.CancelledDetectToHalf)/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Attempts: Problem
The percentage of call attempted where the contact was dialed and one of the following problems
was encountered:
1. Fax machine detected
2. No dial tone when dialer port went off hook
3. No Ringback from network when dial attempted
4. Network disconnected while alerting.