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
Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf +
Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf
Key Statistics: Right Party Connect
The percentage of call attempts as indicated by
agents using their desktop, when the
actual customer was contacted and handled.
Derived from: Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf
Key Statistics: Dialer Aband & Aband to IVR
The number of calls that were abandoned by the dialer or abandoned to IVR because of
the non-availability of agents to take the call.
Campaign configuration determines whether these calls are abandoned at the dialer or
to IVR.
Dialer Aband is derived from: Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf
AbandtoIVR is derived from: Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf
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 (live
voice) was not reached and there were no problems with the call ("Ring No Answer").
Derived from: (Campaign_Query_Rule_Half_Ho
ur. 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. Fax machine detected
2. No dial ton
e when dialer port went off hook