User Guide

7-31
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
Customer Answered: Right Party Connect
The number of call attempts as indicated by agen
ts using their desktop, when the
actual customer was contacted and handled.
Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf/
Campaign_Query_R
ule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Dialer Aband
The number of contacts/attempts in the half hour interval abandoned by the dialer
bec
ause of non availability of the agents and "Abandon to IVR" was not configured.
Derived from: Campaign_Query_Rule_Half_Ho
ur. AbandonDetectToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Aband to IVR
The number of contacts/attempts in the half hour interval that were abandoned by the
diale
r. However, instead of hanging-up on the customer the customer was transferred
to an IVR which plays a message.
The percentage of attempts that were sent to IVR (or an
other dialed number) for
treatment after the dialer reached a contact and no agent was available to take the
call.
Derived from: Campaign_Query_Rule_Half_Ho
ur.AbandonToIVRToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Call back
The number of call backs requested by the customer and th
e campaign is not
configured for personal callback.
Derived from: Campaign_Query_Rule_Half_Ho
ur.CallbackCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Personal Call back
The number of call back scheduled and requested
by the customer and the campaign
was configured for personal callback.
Derived from: Campaign_Query_Rule_Half_Ho
ur.PersonalCallbackCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Customer Not Home
The number of contacts in the half hour interv
al where the party answering the phone
was not the customer.
Derived from: Campaign_Query_Rule_Half_Ho
ur.CustomerNotHomeCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: 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/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf