User Guide

7-27
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 7 Outbound Option (Blended Agent) Reports
Outbound Option Historical Reports
Wrong Number
The number of contacts in the half hour interv
al where the party answering the phone
indicated the customer didn’t live there.
Derived from: Campaign_Query_Rule_Half_Ho
ur.WrongNumberCountToHalf
Canceled
The number of contacts in the half hour interval where the dialer canceled a ringing
custome
r call
Derived from: Campaign_Query_Rule_Half_Ho
ur.CanceledDetectToHalf
Dialer Abandon
The number of contacts in the half hour interval abandoned by the dialer.
Derived from: Campaign_Query_Rule_Half_Ho
ur.AbandonDetectToHalf
Abandon to IVR
The number of contacts 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.
Derived from: Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf
Customer Abandon
The number of contacts in the half hour interval where the customer hung-up
imme
diately after picking up the phone.
Derived from: Campaign_Query_Rule_Half_Ho
ur.CustomerAbandonDetectToHalf
Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the
telephon
e today.
Derived from: Campaign_Query_Rule_Half_Ho
ur.TalkTimeToHalf
WrapUp Time
The length of time the agents spent in wrap-up work.
Derived from: Campaign_Query_Rule_Half_Hour.WrapupTimeToHalf
Campaign Summary
A summary of each field for each campaign.
Report Summary
A summary of each field for all campaigns.