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
Customer Answered: Dialer Aband
The number of contacts/attempts in the half hour interval abandoned by the dialer because of non
availability of the agents and "Abandon to IVR" was not configured.
Derived from: Campaign_Query_Rule_Half_Hour. AbandonDetectToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Note This column is calculated as a percentage of all attempts because all the remaining numbers are
represented in percentage only. These columns always add to 100%.
Customer Answered: Aband to IVR
The number of contacts/attempts in the half hour interval that were abandoned by the dialer.
However, instead of hanging-up on the customer the customer was transferred to an IVR which
plays a message.
The percentage of attempts that were sent to IVR (or another dialed number) for treatment after the
dialer reached a contact and no agent was available to take the call.
Derived from: Campaign_Query_Rule_Half_Hour. AbandonToIVRToHalf/ 
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Call back
The number of call backs requested by the customer and the campaign is not configured for
personal callback.
Derived from: Campaign_Query_Rule_Half_Hour.CallbackCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Personal Call back
The number of call back scheduled and requested by the customer and the campaign was
configured for personal callback.
Derived from: Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Customer Not Home
The number of contacts in the half hour interval where the party answering the phone was not the
customer.
Derived from: Campaign_Query_Rule_Half_Hour.CustomerNotHomeCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Wrong Number
The number of contacts in the half hour interval where the party answering the phone indicated the
customer didn’t live there.
Derived from: Campaign_Query_Rule_Half_Hour.WrongNumberCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf