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Campaign
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Name of the agent outbound campaign.
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Contacts—Total
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Total contacts imported for the campaign.
Summary info—Sum of the
records in this column.
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Contacts—Attempted
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Number of attempted outbound contacts.
Summary info—Sum of the
records in this column.
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Contacts—Remaining
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Number of contacts that are not yet dialed out.
Remaining contacts include the contacts that are marked for
retry, callback, and the contacts that will never be dialed out as they are
deleted from the campaign after importing.
If there are no contacts that are to be retried or called
back, then Total contacts = Attempted contacts + Remaining contacts.
Summary info—Sum of the
records in this column.
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Contacts—% Attempted
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Percentage of attempted outbound calls.
Attempted % = (Attempted / Total Contacts) * 100
Summary info—Overall
attempted percentage.
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Calls—Voice
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Number of outbound calls that are detected as live voice and
connected to the IVR trigger.
Summary info—Sum of the
records in this column.
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Calls—Answering Machine
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Number of outbound calls that reach an answering machine.
Summary info—Sum of the
records in this column.
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Calls—Invalid
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Number of outbound calls that reach an invalid number.
Summary info—Sum of the
records in this column.
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Calls—Fax/Modem
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Number of outbound calls that reach a fax or modem.
Summary info—Sum of the
records in this column.
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Calls—No Answer
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Number of outbound calls that are not answered.
This also includes the number of retries.
For example: Assume that 1 contact has
to be dialed out and the Maximum Attempts to Dial
Contact is configured as
3. If the contact does not answer the call for the first
time the No Answer count is 1. For the
consecutive attempts, the count increases to 2 and 3
respectively. Extrapolating the same scenario for 10
contacts, the possibility of No Answer count ranges from 0
to 30.
Summary info—Sum of the
records in this column.
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Calls—Busy
|
Number of outbound calls that receive a busy signal.
Summary info—Sum of the
records in this column.
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Calls—Failed
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Number of outbound calls that failed.
Summary info—Sum of the
records in this column.
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Calls—Customer/Agent Abandoned
|
Number of outbound calls that are considered abandoned, since
the call was disconnected either by the customer or agent within the
Abandoned
Call Wait Time, that is configured in the Unified CCX Application Administration
web interface.
Summary info—Sum of
the records in this column.
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Calls—System Abandoned
|
Number of outbound calls that are abandoned by the system.
Summary info—Sum of
the records in this column.
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Calls—Requested Callback
|
Number of calls that are marked for callback.
Note |
A call that is accepted by the agent, marked for
callback, later routed to and accepted by another agent (at the callback time),
and again marked for callback is counted twice toward the number of callback
calls.
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Summary info—Sum of
the records in this column.
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Talk Time—Avg
|
Average time in HH:MM:SS that the agent spends talking on
outbound calls. Duration of all calls that are Agent Accepted and classified as
Voice.
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Talk Time—Max
|
Longest time in HH:MM:SS that the agent spends talking on an
outbound call for the campaign. Duration of all calls that are Agent Accepted
and classified as Voice.
Summary info—Maximum
value in this column.
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