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
• This column is invalid if the abandon to IVR script queues to multiple skill groups in this campaign
because RouterErrorsToHalf and RouterCallsAbandQToHalf are counted once in each skill group
the call was queued to which will result in undercounting in this column.
Completed Calls: %Aban (of all voice)
The percentage of calls that reached a live voice and were abandoned by the dialer or abandon to
IVR because no agent was available.
Derived from: (Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf)/
(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)
Completed Calls: AHT
The average length of calls (Inbound and Outbound) handled by the agent during the campaign's
skill group selected interval.
Derived from: (Skill_Group_Half_Hour.TalkTimeToHalf -
Skill_Group_Half_Hour.TalkReserveTimeToHalf +
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)//
(Skill_Group_Half_Hour.AutoOutCallsToHalf + Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour. PreviewCallsToHalf)
Completed Calls: Hit Rate
The percentage % of the outbound calls (attempts) 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
Completed Calls: Attempts
The Total number of outbound calls attempted.
Derived from: Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf