Agent Outbound CCDR Report

The Agent Outbound CCDR Report provides progressive and predictive agent outbound call-related information, which is stored in the Unified CCX database. This report provides information for each leg of a call.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Node ID - Session ID - Sequence Number

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Start Time

Date and time the call starts.

End Time

Date and time the call is disconnected or transferred.

Contact Disposition

Disposition of a call.

  • 1—Abandoned
  • 2—Handled
  • 4—Aborted
  • 5 to 98—Rejected
  • 99—Cleaned

Originator—Type

Originator of the call.

  • 1= Agent. Call that originated from an agent. Displays the Unified CCX extension of the agent.
  • 2 = Device. Call that originated from a device that is not associated to an agent or from a device that is associated to an agent, but the agent is not currently logged in. Displays the Computer Telephony Interface (CTI) port number that is associated with the route point that the caller dialed.
  • 3 = Unknown. Call that originated from an outside caller through a gateway or from an unmonitored device. Displays the telephone number of the caller.

Originator—ID

Login ID of the agent. This field is populated only if Originator—Type is 1. This field is populated only if the call is transferred from the script to an agent.

Originator—Directory Number

Originator's telephone number.

Destination—Type

Destination of the call.

  • 1 = Agent. Call that is presented to an agent. Displays the Unified CCX extension or the non-Unified CCX extension of the agent.
  • 2 = Device. Call that is presented to a route point. Displays the CTI port number that is associated with the route point on which the call is answered.
  • 3 = Unknown. Call that is presented either to an outside destination through a gateway or to an unmonitored device. Displays the telephone number that is dialed.

Destination—ID

Login ID of the agent. This field is populated only if Destination—Type is 1.This field is blank unless the call is made to a extension where the agent is logged in.

Destination—Directory Number

Destination telephone number.

Call Status

Status of the contact that was imported to dial out an outbound call. The call status value is updated with the most recent status of the contact.

  • 1—Pending. Call is pending.
  • 2—Active. Record is sent to the outbound subsystem for dialing.
  • 3—Closed. Record is closed.
  • 4—Callback. Record is marked for a callback.
  • 5—Max Calls. Maximum attempts are made for the record, so it is closed.
  • 6—Retry. Call is redialed immediately whenever there is any miss in the callbacks for Retries with Delay.
  • 7—Unknown. If the outbound system is restarted with active records then the records are moved to Unknown state.
  • 8—Retries with Delay. Call is redialed because the contact was either busy or did not answer, or the customer or the system abandoned the call. Retry time is set according to the corresponding configuration in the Unified CCX Application Administration web interface.

Call Result

Call result value for the outbound call. The call result value is updated for each call that was placed for an outbound contact.

  • 1—Customer answers and is connected to an agent.
  • 2— Fax machine or modem is detected.
  • 3— Answering machine is detected.
  • 4— Network reports an invalid number.
  • 5—Customer does not want to be called again.
  • 6—Call connected, but wrong number.
  • 7—Call connected, but reached the wrong person.
  • 8—Customer requests callback. This is not applicable for IVR-based outbound campaigns.
  • 11—Busy tone is detected.
  • 15—Customer phone timed out because either the customer did not answer or there is a gateway failure.
  • 16—Call is abandoned because of the following reasons:
    • The Interactive Voice Response (IVR) port is not available or Unified CCX fails to transfer the call to the IVR port.
    • The agent is not available or Unified CCX fails to transfer the call to the agent.
  • 17—Call failed because of gateway issues.
  • 18—Customer or agent abandons the call. The customer or the agent disconnects the call within the Abandoned Call Wait Time that is configured in the Unified CCX Application Administration web interface.

Campaign Name

Name of the agent outbound campaign.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign Name

Displays the list of agent-based outbound campaigns.

Grouping Criteria

None

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