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
Completed Calls: Hit Rate
The percentage % of the outbound calls (attempts) 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
Completed Calls: Attempts
The Total number of outbound calls attempted.
Derived from: Campaign_Query_Rule_Half_Ho
ur.ContactsAttemptedToHalf
camqry22/23: Campaign Consolidated Detailed Half Hour
Report/Campaign Consolidated Detailed Daily Report
See camqry22, page 10-46 and camqry23, page 10-47 for an illustration of these reports.
Overview:
Subject Breakdown of completed calls Campaign Consolidated Half Hour
Custom R
eport
Purpose To analyze the situation with actual customer calls (outbound calls
which
reached live voice, inbound calls and/or calls transferred to
the campaign's skill group) for the selected campaigns and their
skill groups for the selected time period.
Applicable environment Outbound Option (IPCC and/or ICM).
Note
The following columns: "Customer Aband in Queue",
"Script Error", "Script Dequeued" and "Other" are not
valid under the following situations:
1. If the Outbound Reservation Script does not use
ReleaseCall when not reserving an agent.
2. I
f the abandon to IVR script queues to multiple skill groups
in this campaign.
In addition, "Other" is not valid if the skill group is used
for anything other than outbound agent campaigns, e.g
inbound or transferred calls:
Tem pl ate typ e Historical table
Default sort order By campaign name, and then by date and time
Drilldowns available No