Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) リリースノート
Chapter 3 Description of Historical Reports
Report Details
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Cisco Unified CCX Historical Reports User Guide, Release 8.0(1)
Outbound Agent Detail Performance Report
The Outbound Agent Detail Performance Report shows detailed statistics for each
agent by campaign. The report also contains the total call details and campaign
call details are displayed for each agent besides a summary row of the call details
for each agent for all campaigns combined. This report is available with the
Outbound feature.
agent by campaign. The report also contains the total call details and campaign
call details are displayed for each agent besides a summary row of the call details
for each agent for all campaigns combined. This report is available with the
Outbound feature.
The Outbound Agent Detail Performance Report can include these charts:
The Outbound Agent Detail Performance Report includes a table that shows the
following information:
following information:
Chart Name
Description
Calls accepted by
campaign and agent
campaign and agent
Displays the total number of calls that are accepted by each agent for each
campaign.
campaign.
Field
Description
Agent Name
(Agent_ID)
(Agent_ID)
The last and first name of the agent. The string in parantheses displays the login
ID of the agent.
ID of the agent.
Campaign Name
The name of the campaign.
Offered
Total number of outbound calls offered to this agent for this campaign. A contact
that is offered to an agent multiple times (possibly because that agent skipped
the call and was eventually looped back to the same agent) is counted once for
each time the contact is presented. Offered refers to the total number of
Accepted, Rejected, and Closed calls.
that is offered to an agent multiple times (possibly because that agent skipped
the call and was eventually looped back to the same agent) is counted once for
each time the contact is presented. Offered refers to the total number of
Accepted, Rejected, and Closed calls.
Accepted
Total number of outbound calls accepted by this agent for this campaign. A call
is considered Accepted if an agent has clicked Accept when presented the call.
is considered Accepted if an agent has clicked Accept when presented the call.
Rejected
The number of outbound calls that were skipped or rejected by this agent for this
campaign. This means that the agent selected Reject, Skip, or Cancel
Reservation. These contacts are dialed again.
campaign. This means that the agent selected Reject, Skip, or Cancel
Reservation. These contacts are dialed again.
Closed
The number of Outbound contacts that were closed by this agent for this
campaign. This means that the agent selected Skip-Close or Reject-Close.
These contacts are not dialed again.
campaign. This means that the agent selected Skip-Close or Reject-Close.
These contacts are not dialed again.
RNA
Ring-no-answer (RNA). The number of outbound calls that the agent ignores.