Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
7-10
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 7 Outbound Option (Blended Agent) Reports
Outbound Option Real-Time Reports
Wrong Number
The number of contacts where the party answering the phone indicated the customer
didn’t live there.
didn’t live there.
Derived from: Campaign_Query_Rule_Real_Time.WrongNumberCount
Canceled
The number of calls where the dialer canceled a ringing customer call
Derived from: Campaign_Query_Rule_Real_Time.CancelledDetectCount
Dialer Abandon
The number of calls abandoned by the dialer.
Derived from: Campaign_Query_Rule_Real_Time.AbandonDetectCount
Abandon to IVR
The number of calls 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.
hanging-up on the customer the customer was transferred to an IVR which plays a
message.
Derived from: Campaign_Query_Rule_Real_Time.AbandonToIVRCount
Customer Abandon
The number of calls where the customer hung-up immediately after picking up the
phone.
phone.
Derived from: Campaign_Query_Rule_Real_Time.CustomerAbandonDetectCount
Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the
telephone today.
telephone today.
Derived from: Campaign_Query_Rule_Real_Time.TalkTimeCount
Wrapup Time
The length of time the agents spent in wrap-up work.
Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount
Report Summary
A summary of each field in the report.
camqry03: Valid Campaign Dialing Times Real Time Report
Overview:
Subject
Currently configured campaign dialing times
Purpose
To display the currently valid campaign dialing times
Applicable environment
Outbound Option (IPCC and/or ICM)