Cisco Cisco IPCC Web Option Betriebsanweisung
7-31
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
Customer Answered: Right Party Connect
The number of call attempts as indicated by agents using their desktop, when the
actual customer was contacted and handled.
actual customer was contacted and handled.
Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Dialer Aband
The number of contacts/attempts in the half hour interval abandoned by the dialer
because of non availability of the agents and "Abandon to IVR" was not configured.
because of non availability of the agents and "Abandon to IVR" was not configured.
Derived from: Campaign_Query_Rule_Half_Hour. AbandonDetectToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Aband to IVR
The number of contacts/attempts in the half hour interval that were abandoned by the
dialer. However, instead of hanging-up on the customer the customer was transferred
to an IVR which plays a message.
dialer. However, instead of hanging-up on the customer the customer was transferred
to an IVR which plays a message.
The percentage of attempts that were sent to IVR (or another dialed number) for
treatment after the dialer reached a contact and no agent was available to take the
call.
treatment after the dialer reached a contact and no agent was available to take the
call.
Derived from: Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Call back
The number of call backs requested by the customer and the campaign is not
configured for personal callback.
configured for personal callback.
Derived from: Campaign_Query_Rule_Half_Hour.CallbackCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Personal Call back
The number of call back scheduled and requested by the customer and the campaign
was configured for personal callback.
was configured for personal callback.
Derived from: Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Customer Not Home
The number of contacts in the half hour interval where the party answering the phone
was not the customer.
was not the customer.
Derived from: Campaign_Query_Rule_Half_Hour.CustomerNotHomeCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Customer Answered: Wrong Number
The number of contacts in the half hour interval where the party answering the phone
indicated the customer didn’t live there.
indicated the customer didn’t live there.
Derived from: Campaign_Query_Rule_Half_Hour.WrongNumberCountToHalf/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf