Cisco Cisco IP Contact Center Release 4.6.1 用户指南
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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
Agent Closed
The number of preview/callback contacts that were rejected by the agent (these
customers will not be dialed).
customers will not be dialed).
Derived from: Campaign_Query_Rule_Half_Hour.AgentClosedDetectToHalf
Customer Not Home
The number of contacts in the half hour interval where the party answering the phone
was not the customer.
was not the customer.
Derived from: Campaign_Query_Rule_Half_Hour.CustomerNotHomeCount
Wrong Number
The number of contacts in the half hour interval where the party answering the phone
indicated the customer didn’t live there.
indicated the customer didn’t live there.
Derived from: Campaign_Query_Rule_Half_Hour.WrongNumberCount
Canceled
The number of contacts in the half hour interval where the dialer canceled a ringing
customer call.
customer call.
Derived from: Campaign_Query_Rule_Half_Hour.CanceledDetectToHalf
Dialer Abandon
The number of contacts in the half hour interval abandoned by the dialer.
Derived from: Campaign_Query_Rule_Half_Hour.AbandonDetectToHalf
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