Agent Outbound Half Hourly Report

The Agent Outbound Half Hourly Report provides information about progressive and predictive agent outbound calls for every half hour in the time range when the campaign is active.

Note

The campaign may stop few seconds after the specified End Time. Therefore, the report may provide information for an additional half hour interval. This half hour interval has information for the outbound calls that are dialed out before the campaign End Time, response for which is received after the campaign End Time.

Charts

The following chart is available:

Chart Name	Description
Total Attempted, Abandoned, Voice Calls by Campaign	Number of attempted calls, abandoned calls, and voice calls for a campaign.

Fields

The report includes a table that describes the following information:

Field	Description
Campaign Name	Name of the agent outbound campaign for which the data is recorded.
Start Time	Start date and time of the interval.
End Time	End date and time of the interval.
Total Attempted Calls	Number of attempted calls. Summary info—Sum of the records in this column.
Total Live Voice Calls	Number of voice calls. Summary info—Sum of the records in this column.
Total Abandoned Calls	Number of system abandoned calls. Summary info—Sum of the records in this column.
Lines Per Agent	Displays the LPA (Lines Per Agent) value for a campaign at the end of the half hour interval. For Progressive campaigns, the LPA value is configured through the Unified CCX Application Administration web interface. For Predictive campaigns, the LPA value is calculated by the predictive algorithm.
Abandoned Rate	Call abandon rate since the statistics were last reset. Abandon rate = (Abandoned / Voice + Abandoned) x 100

Filter Criteria

You can filter using the following parameter:

Filter Parameter	Result
Campaign Name	Displays half-hourly information for the specified progressive or predictive campaigns.

Grouping Criteria

Data is grouped by the following field:

Field	Result
Campaign	Sorts data by campaign name.