Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

The campaign query rule reports are the most useful reports for measuring campaign effectiveness. These
reports show you what is happening in each campaign, including the number of calls closed, number of
customers contacted, average talk time, and average wrap up time for each query in the campaigns.

You can report on campaigns on a higher level using the dailer reports. Each campaign is associated with
a dialer. By reporting on a dialer, you view statistics that span all of the campaigns associated with the
dialer. These reports show you the number of customers dialed, the number of calls that were not answered,
the number of calls that were abandoned, and detection of busy, voice, answering machine, and SITTones.

Outbound Option reports also enable you to view the success of record importation. Using the import
reports, you can monitor whether records being added successfully (good records) or are failing (bad
records). Also, you can monitor how long it takes to import the records so that you can plan for future
record importation.

If you want to view data for Outbound calls that are transferred to the VRU, use the peripheral service
IVR reports.

Use agent skill group reports to monitor agent talk time for Outbound Dialer calls.

Follow these guidelines when configuring Outbound Option:

•

Create a separate call type for Outbound Option calls. Outbound Option uses a routing script in
addition to a physical call to reserve agents, and therefore WebView Call Type real-time and half
hour reports contain data for the call type associated with the routing script.

A short call is a call that is either abandoned or answered and terminated very quickly. By defining what
you believe to be a short call, then you can filter out those calls that you believe did not stay in the system
long enough to be counted as a real call. Short calls can be configured for call types, peripherals, and
services. Note that for call types, you configure only abandoned short calls; answered short calls are not
reported for call types.

Short calls apply only to voice calls. You do not define short calls for non-voice tasks, such as
single-session chat tasks.

You can configure two types of short calls:

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Abandoned short calls

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Answered short calls (for the service and peripheral only)