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
Note This column is invalid if the Outbound Reservation Script does not use ReleaseCall
when not reserving an agent. This results in extraneous Router Error call reports
which inflates the value in this column.
Completed Calls: Dialer Aband To Other
The number of calls which are in “abandon to IVR
” state and have completed in a way
not associated with a skill group in this campaign.
This value only applies to Campaigns where
the skill groups associated with the
campaign are not used for inbound
Derived from: Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf -
(Skill_G
roup_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.RouterErrorToHalf)
Note • This column is approximate because the abandon to IVR might occur in one half hour
interval and the call completion occurs in another.
• This column is invalid if the Outbound Reservation Script does not use ReleaseCall when
not reserving an agent which will result in under counting in this column.
• This column is in
valid if the skill group is used for anything other than outbound agent
campaigns, e.g. inbound or transferred calls as this will result in undercounting in this
column.
• This column is
invalid if the abandon to IVR script queues to multiple skill groups in this
campaign because RouterErrorsToHalf and RouterCallsAbandQToHalf are counted once in
each skill group the call was queued to which will result in undercounting in this column.
Completed Calls: %Aban (of all voice)
The percentage of calls that reached a live v
oice and were abandoned by the dialer or
abandon to IVR because no agent was available.
Derived from: (Campaign_Query_Rule_Half_Ho
ur.AbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf)/
(Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf +
Campaign_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)
Completed Calls: Average Handling Time
The average length of calls (Inbound and Outbound) han
dled by the agent during the
campaign's skill group selected interval.
Derived from: (Skill_Group_Half_Hour.TalkTimeToHalf -
Skill_Group_Half_Hour
.TalkReserveTimeToHalf +
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)//
(Skill_Group_Half_Hour.AutoOutCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf + Skill_Group_Half_Hour.
PreviewCallsToHalf)