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
Date Time (no
label)
The date and time at the start of the half hour interval for the row's data in
MM/DD/Y
YYY (month, day, year) and HH:MM:SS (hour, minute, second) format.
Derived from: Campaign_Query_Rule_Half_Hour.DateTime
Agent Time In Campaign: Full-Time E
quivalent (FTE)
The FTE value for the agents logged in and skill
ed for the campaign and not working in
other skill groups (or not ready) in the half hour interval.
If all agents spend full-time on the campaign's skill during the ha
lf hour interval, the
FTE is the number of agents.
Derived from: (Skill_Group_Half_Hour.LoggedOnTimeToHalf -
Skill_Group_Half_Hour
.BusyOtherTimeToHalf -
Skill_Group_Half_Hour.NotReadyTimeToHalf)/1800
Agent Time In Campaign: Talk
The time that the agent spent in one of the campaign's skill groups.
Derived from: (Skill_Group_Half_Hour.TalkTimeToHalf -
Skill_Group_Half_Hour
.TalkReserveTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf - Skill_Group_Half_Hour.
BusyOtherTimeToHalf - Skill_Group_Half_Hour.NotReadyTimeToHalf)
Applicable environment Outbound Option (IPCC and/or ICM)
Note In an event, if an agent is skilled for multiple skill groups
in the same campaign, the agent statistics for their time in
"ready" state is double-counted. For an active campaign,
the time is expected to be less than 2 seconds per call
between a customer call end and the beginning of the next
reservation call.
If outbound calls are initially "Abandoned to IVR" and
later sent to available agents in a the particular
skillgroup, they are considered as "inbound" calls.
Tem pl ate typ e Historical table
Default sort order By campaign name, and then by date and time
Drilldowns available Drilldown to Campaign Consolidated Detailed Half Hour/Daily
Reports
Schema database table Campaign
Campaign_Query_Rule_Half_Hour
Skill_Group_Half_Hour
Summaries Campaign Summary