Cisco Cisco IPCC Web Option User Guide
8-
6
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Outbound Option Real-Tme Reports
8 Outbound Option (Blended Agent) Reports
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)
Template type
Real-time table
Default sort order
By campaign name
Drilldowns available
No
Schema database
tables
tables
Campaign