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
Data:
Campaign Name
The name of the campaign.
Derived from: Campaign.CampaignName
Query Rule
The name of the query rule.
Derived from: Query_Rule.QueryRuleName
Attempts
The total number of outbound calls attempted.
Derived from: Campaign_Query_Rule_Half_Ho
ur.ContactsAttemptedToHalf
Customer Answered: Right Party Connect
The number of call attempts as indicated by agents 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
beca
use 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
Note This column is calculated as a percentage of all attempts because all the remaining
numbers are represented in percentage only. These columns always add to 100%.
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_Hour. AbandonToIVRToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Schema database table Campaign
Campaign_Query_Rule_Half_Hour
Summaries Query Rule Summary, Campaign Summary, Report Summary