Cisco Cisco IPCC Web Option 사용자 가이드
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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
Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf +
Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf
Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf
Key Statistics: Right Party Connect
The percentage 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: Derived from: Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf
Key Statistics: Dialer Aband & Aband to IVR
The number of calls that were abandoned by the dialer or abandoned to IVR because of
the non-availability of agents to take the call.
the non-availability of agents to take the call.
Campaign configuration determines whether these calls are abandoned at the dialer or
to IVR.
to IVR.
Dialer Aband is derived from: Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf
AbandtoIVR is derived from: Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf
Attempts: Total
The total number of outbound calls attempted.
Derived from: Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Attempts: Customer Answered
The percentage of attempted calls that reached a live voice.
Derived from: (Campaign_Query_Rule_Half_Hour.VoiceDetectToHalf +
Campaign_Query_Rule_Half_Hour.WrongNumberCountToHalf +
Campaign_Query_Rule_Half_Hour.CustomerNotHomeCountToHalf +
Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.CallbackCountToHalf +
Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf +
Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf)/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.WrongNumberCountToHalf +
Campaign_Query_Rule_Half_Hour.CustomerNotHomeCountToHalf +
Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.CallbackCountToHalf +
Campaign_Query_Rule_Half_Hour.PersonalCallbackCountToHalf +
Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf +
Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf)/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Attempts: Did Not Answer
The percentage of call attempted when the number was dialed but the customer (live
voice) was not reached and there were no problems with the call ("Ring No Answer").
voice) was not reached and there were no problems with the call ("Ring No Answer").
Derived from: (Campaign_Query_Rule_Half_Hour. AnsweringMachineDetectToHalf +
Campaign_Query_Rule_Half_Hour.BusyDetectToHalf +
Campaign_Query_Rule_Half_Hour.NoAnswerDetectToHalf +
Campaign_Query_Rule_Half_Hour.CancelledDetectToHalf)/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Campaign_Query_Rule_Half_Hour.BusyDetectToHalf +
Campaign_Query_Rule_Half_Hour.NoAnswerDetectToHalf +
Campaign_Query_Rule_Half_Hour.CancelledDetectToHalf)/
Campaign_Query_Rule_Half_Hour.ContactsAttemptedToHalf
Attempts: Problem
The percentage of call attempted where the contact was dialed and one of the following
problems was encountered:
problems was encountered:
1. Fax machine detected
2. No dial tone when dialer port went off hook