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 Connect: Outbound Immediate
The number of outbound calls where the customer was connected to an agent immediately (without
waiting in queue).
Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf +
Skill_Group_Half_Hour.PreviewCallsToHalf
Agent Connect: After Aband To IVR & Inbound
This includes the following calls:
– Outbound calls that were handled by an agent in this skill group after Aband To IVR
– Outbound calls from a Transfer to IVR campaign that were queued back to agents.
– Inbound and transferred calls that were routed to agents in this skill group
Derived from: Skill_Group_Half_Hour. CallsHandledToHalf
Not Connected: Customer Aband
The number of contacts in the half hour interval where the customer hung-up immediately after
picking up the phone.
Derived from: Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf
Not Connected: Dialer Aband
The number of contacts in the half hour interval abandoned by the dialer.
Derived from:Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf
Not Connected: Customer Aband in Queue
The number of contacts in the half hour interval where the customer hung-up while in queue.
Derived from:Skill_Group_Half_Hour.RouterCallsAbandQToHalf
Not Connected: Script Error
The number of calls that resulted in an error condition in the call routing script.
Derived from:Skill_Group_Half_Hour.RouterErrorToHalf
Dialer Aband To Other: Script Dequeued
The number of calls that were initially abandoned to IVR because no agent was available and then
queued to a skill group for this campaign and again removed from the queue during the half-hour
interval.
Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf
Dialer Aband To Other: Other
The number of calls that were routed to another skill group or never made to the skill group.
Derived from:Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf -
(Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.RouterErrorToHalf +
Skill_Group_Half_Hour. RouterCallsDequeuedToHalf)