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
Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf +
Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf
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: 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.
Dialer Aband is derived from: Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf
AbandtoIVR is derived from: Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf
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 (live voice) 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