Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 8 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 today.
telephone today.
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.
Report Summary
A summary of each field for all campaigns.
dialer10: Dialer Call Result Summary Half Hour Report
See
for an illustration of this report.
Overview:
Subject
Outbound Option Dialer:
Data for contacts, voice, busy, answering machine, and other
detects by the dialer, gathered in half-hour increments.
detects by the dialer, gathered in half-hour increments.
Purpose
To show the status of each dialer for the selected time period.
Applicable
environment
environment
Outbound Option (IPCC and/or ICM)
Template type
Historical table
Default sort order
By dialer and then by date and time.
Drilldowns available
No
Schema database table
Dialer
Dialer_Half_Hour