Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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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
Abandon to IVR
The number of contacts in the half hour interval 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.
However, instead of hanging-up on the customer the customer was transferred to an
IVR which plays a message.
Derived from: Campaign_Query_Rule_Half_Hour.AbandonToIVRToHalf
Customer Abandon
The number of contacts in the half hour interval where the customer hung-up
immediately after picking up the phone.
immediately after picking up the phone.
Derived from: Campaign_Query_Rule_Half_Hour.CustomerAbandonDetectToHalf
Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the
telephone in the half hour interval.
telephone in the half hour interval.
Derived from: Campaign_Query_Rule_Half_Hour.TalkTimeToHalf
WrapUp Time
The length of time the agents spent in wrap-up work.
Derived from: Campaign_Query_Rule_Half_Hour.WrapupTimeToHalf
Campaign Summary
A summary of each field for each campaign.
Query Rule Summary
A summary of each field for each query rule.
Report Summary
A summary of each field for all campaigns.
camqry11: Summary of Call Counts per Campaign Half Hour Report
See
for an illustration of this report.
Overview:
Subject
Outbound Option Campaign Query Rule:
Status of all campaign records, gathered in half-hour increments.
Purpose
To show the status for all campaigns for the selected time period.
Applicable environment
Outbound Option (IPCC and/or ICM)
Template type
Historical table
Default sort order
By campaign name, and then by date and time