Release Note

3-93
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Chapter 3 Descriptions of Historical Reports
Report Details
The Outbound Campaign Summary Report includes a table that shows the
following information:
Field Description
Campaign Name The name of the campaign.
Total Records The total number of contact records for this campaign.
Available The total number of contacts available (to be dialed). This number includes
callbacks and contacts that are retried (because of previous unsuccessful dial
attempts (for example, due to answering machine response or busy status).
Attempted Total number of outbound contact records attempted. A contact is considered
attempted when an outbound call is placed to the customer, regardless of the
outcome. A call record is considered attempted if an agent (at some point)
clicked on Accept for this contact. A contact that is presented to and accepted
by an agent is considered Attempted by the system. If that contact is marked for
Callback and therefore later called by the same or another agent, this call record
is still considered Attempted only once, and not twice. Similarly if a contact was
retried because the original attempt was unsuccessful (reached answering
machine, busy signal, customer not home, etc.), the contact is counted only
once.
Attempted % The percentage of outbound calls attempted. Attempted % = (Attempted/Total
Records) * 100
Accepted Total number of outbound calls accepted. A call is considered accepted if an
agent has clicked Accept when presented the call. A call that is presented to an
agent, skipped/rejected by that agent, presented to another agent, and then
accepted by that other agent is counted once towards the number of calls.
Rejected The number of outbound calls that were skipped or rejected by an agent as part
of this campaign. This means that the agent selected Reject, Skip, or Cancel
Reservation. These contacts are dialed again. If a contact is rejected by multiple
agents, this field is incremented each time the contact is rejected.
Closed The number of outbound contacts that were closed by agents as part of this
campaign. This means that the agent selected Skip-Close or Reject-Close.
These contacts are not dialed again.
Vo i c e The number of outbound calls for the day that ended successfully. This means
that an agent accepted the call (by clicking Accept) and selected a classification
of Voice for this contact. The calls marked with this classification are a subset
of the calls accepted.