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
Agent Statistics: Time between Agent Connects
The average time in seconds between the connecting customer calls to the agents.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf +
Skill_Group_Half_Hour.TalkReserveTimeToHalf + Skill_Group_Half_Hour.AvailTimeToHalf)/
(Skill_Group_Half_Hour.AutoOutCallsToHalf + Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour. PreviewCallsToHalf)
The Summary Avg for Time between Agent Connects is calculated using the following formula:
Summary Avg for a selected campaign = idle time/ agent connects
Completed Calls: Agent Connects
The number of calls (outbound and inbound) handled per agent for the campaign's skill groups.
Derived from: (Skill_Group_Half_Hour.AutoOutCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour. PreviewCallsToHalf)
Completed Calls: Not Connected
The number of customer calls that were not connected to any agent or device.
This includes calls which were abandoned by the dialer or abandoned to IVR (includes inbound
and outbound calls) and resulted in customer abandon in queue or routing script error.
Derived from: Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.RouterErrorToHalf +
Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf
Note This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not
reserving an agent. This results in extraneous Router Error call reports which inflates the value
in this column.
Completed Calls: Dialer Aband To Other
The number of calls which are in “abandon to IVR” state and have completed in a way not
associated with a skill group in this campaign.
This value only applies to Campaigns where the skill groups associated with the campaign are not
used for inbound
Derived from: Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf -
(Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.RouterErrorToHalf)
Note • This column is approximate because the abandon to IVR might occur in one half hour interval and
the call completion occurs in another.
• This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not
reserving an agent which will result in under counting in this column.
• This column is invalid if the skill group is used for anything other than outbound agent campaigns,
e.g. inbound or transferred calls as this will result in undercounting in this column.