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Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

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7-7
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.
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.CanceledDetectCount 
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.
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.
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.
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 
Query Rule Summary
A summary of each field for each query rule.
Campaign Summary
A summary of each field for each campaign.
Report Summary
A summary of each field for all campaigns.