User Guide

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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
Key Statistics: Dialer Aband & Aband to IVR
The number of calls that were abandoned by the dialer or abandoned to IVR because of
the no
n-availability of agents to take the call.
Campaign configuration determines whether these calls are abandoned at the dialer or
to IVR.
Derived from: Campaign_Query_Rule_Half_Hour. AbandonToIVRToHalf +
Camp
aign_Query_Rule_Half_Hour. AbandonDetectToHalf
Attempts: Total
The total number of outbound calls attempted.
Derived from: Campaign_Query_Rule_Half_Ho
ur.ContactsAttemptedToHalf
Attempts: Customer Answered
The percentage of attempted calls that reached a live voice.
Derived from: (Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf +
C
ampaign_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
Attempts: Did not Answer
The percentage of call attempted when the number w
as dialed but the customer was
not reached and there were no problems with the call ("Ring No Answer").
Derived from: (Campaign_Query_Rule_Half_Hour
.AnsweringMachineDetectToHalf +
Campaign_Query_Rule_Half_Hour.BusyDetectToHalf +
Campaign_Query_Rule_Half_Hour.NoAnswerDetectToHalf +
Campaign_Query_Rule_Half_Hour.CancelledDetectToHalf)/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Attempts: Problem
The percentage of call attempted where the contact w
as dialed and one of the following
problems was encountered:
1. F
ax machine detected
2. No dial ton
e when dialer port went off hook
3. No Ringback from network when dial attempted
4. Network disconnecte
d while alerting.
5. L
ow Energy ("or dead air") call detected by the dialer.
6. Oper
ator intercept (SIT Tone) was returned from network when dial attempted.
Derived from: (Campaign_Query_Rule_Half_Hour.FaxDetectToHalf +
Camp
aign_Query_Rule_Half_Hour.NoDialToneDetectToHalf +
Campaign_Query_Rule_Half_Hour.NoRingBackDetectToHalf +
Campaign_Query_Rule_Half_Hour.SITToneDetectToHalf)/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf