Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1)
Outbound Real Time Reports
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Outbound Real Time Reports

Outbound Real Time Reports

Call Summary Count per Campaign Real Time

This report displays the status of each query rule within a campaign, current status of all campaign records, and the currently valid campaign dialing times.

Views: This report has three views - Summary of Call Counts Per Campaign Real Time Report, Valid Campaign Dialing Times Real Time Report, Call Summary Count per Campaign Real Time.

Query: This report data is built from an Anonymous Block query.

Value List: _Campaigns

Database Schema Table(s) from which data is retrieved:
  • Campaign
  • Campaign_Query_Rule_Real_Time

Current Fields in the Call Summary Count per Campaign Real Time View

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Total Records

The total number of records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount

Available

The number of available records.

Derived from: Campaign_Query_Rule_Real_Time. TotalCount-Campaign_Query_Rule_Real_Time. FutureUseInt1-Campaign_Query_Rule_Real_Time.ClosedCount

Closed

The number of contacts attempted.

Derived from: Campaign_Query_Rule_Real_Time.ClosedCount

Voice

The number of calls for the day that ended in successful customer contact.

Derived from: Campaign_Query_Rule_Real_Time.FutureUseInt1

Current Fields in the Valid Campaign Dialing Times Real Time Report View

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Start Zone 1 Time

Campaign Start Zone 1 time measured in HH:MM format. Campaign Start Zone 1 time is the start time that a customer can be phoned at Zone 1. Zone 1 time and Zone 2 time cannot overlap.

Derived from: Campaign.HomeStartHours ':' Campaign.HomeStartMinutes

End Zone 1 Time

Campaign End Zone 1 time measured in HH:MM format. Campaign End Zone 1 time is the time beyond which a customer can no longer be phoned at Zone 1.

Derived from: Campaign.HomeEndHours ':' Campaign.HomeEndMinutes

Zone 1 Duration

The total Zone 1 time. Zone 1 Duration = End Zone 1 Time-Start Zone 1 Time

Derived from: Campaign.HomeDuration

Start Zone 2 Time

Campaign Start Zone 2 time measured in HH:MM:SS format. Campaign Start Zone 2 time is the start time that a customer can be phoned at Zone 2. Campaign time is normalized to the customer's time zone. For example, if the campaign runs from 3 to 6 PM Eastern Standard time and it is past 6 PM on the East coast, you can still dial someone in Chicago since it is not yet 6 PM there.

Derived from: Campaign.WorkStartHours : Campaign.WorkStartMinutes

End Zone 2 Time

Campaign End Zone 2 time measured n HH:MM:SS format. Campaign End Zone 2 time is the time beyond which a customer can no longer be phoned at Zone 2.

Derived from: Campaign.WorkEndHours : Campaign.WorkEndMinutes

Zone 2 Duration

The total Zone 2 time. Zone 2 Duration = End Zone 2 Time - Start Zone 2 Time

Derived from: Campaign.WorkDuration

Current Fields in the Summary of Call Counts Per Campaign Real Time Report View

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Attempted

Summary total of the number of calls attempted.

Derived from: Campaign_Query_Rule_Real_Time.AttemptedCount

Requested Personal Callback

The number of call-back contacts scheduled.

Derived from: Campaign_Query_Rule_Real_Time.PersonalCallBackCount

Requested Callback

The number of call-back contacts.

Derived from: Campaign_Query_Rule_Real_Time.CallBackCount

Voice

The number of calls for the day that ended in successful customer contact.

Derived from: Campaign_Query_Rule_Real_Time.VoiceCount

Busy

The number of calls that detected a busy signal.

Derived from: Campaign_Query_Rule_Real_Time.BusyCount

No Answer

The number of calls that were not answered.

Derived from: Campaign_Query_Rule_Real_Time.NoAnswerDetectCount

No Ringback

The number of calls that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column.

Derived from: Campaign_Query_Rule_Real_Time.NoRingBackDetectCount

No Dialtone

The number of calls that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Real_Time.NoDialToneDetectCount

Fax

The number of calls that detected a fax.

Derived from: Campaign_Query_Rule_Real_Time.FaxDetectCount

Network IVR

The number of calls that detected a network answering machine.

Derived from: Campaign_Query_Rule_Real_Time.NetworkAnsMachinesCount

Answering Machine

The number of calls that detected an answering machine.

Derived from: Campaign_Query_Rule_Real_Time.AnsweringMachineCount

SIT Tone

The number of calls that detected a special information tone (SIT).

Derived from: Campaign_Query_Rule_Real_Time.SITToneDetectCount

Agent Rejected

The number of preview/callback calls that were rejected by the agent.

Derived from: Campaign_Query_Rule_Real_Time.AgentRejectedCount

Agent Closed

The number of preview/callback calls that were rejected by the agent (these customers will not be dialed).

Derived from: Campaign_Query_Rule_Real_Time.AgentClosedCount

Customer Not Home

The number of contacts where the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Real_Time.CustomerNotHomeCount

Wrong Number

The number of contacts where the party answering the phone indicated the customer did not live there.

Derived from: Campaign_Query_Rule_Real_Time.WrongNumberCount

Canceled

The number of calls where the dialer canceled a ringing customer call

Derived from: Campaign_Query_Rule_Real_Time.CancelledDetectCount

Dialer Abandon

The number of calls abandoned by the dialer.

Derived from: Campaign_Query_Rule_Real_Time.AbandonDetectCount

Abandon to IVR

The number of calls 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.

Derived from: Campaign_Query_Rule_Real_Time.AbandonToIVRCount

Customer Abandon

The number of calls where the customer hung-up immediately after picking up the phone.

Derived from: Campaign_Query_Rule_Real_Time.CustomerAbandonDetectCount

Talk Time

The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the telephone today.

Derived from: Campaign_Query_Rule_Real_Time.TalkTimeCount

Wrapup Time

The length of time the agents spent in wrap-up work.

Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount

Dialer Real Time

Provides the current status of each dialer.

This report is based on the Outbound Option Dialer - Contacts, busy, voice, answering machine, SIT Tone detects, no answer, and abandoned calls for each dialer.

Views: This report has a grid view only.

Query: This report data is built from an Anonymous Block Query.

Grouping: This report is grouped by Dialer Name.

Value List: Dialers

Database Schema Table(s) from which data is retrieved:
  • Dialer
  • Dialer_Real_Time

Current Fields in the Dialer Real Time Report

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Dialer Name

The name of the dialer.

Derived from: Dialer.DialerName

Attempted

Summary total of the number of contacts dialed today.

Derived from: Dialer_Real_Time.ContactsDialedToday

Requested Personal Callback

The number of call-back contacts scheduled.

Derived from: Dialer_Real_Time.PersonalCallBackCount

Requested Callback

The number of call-back contacts.

Derived from: Dialer_Real_Time.CallBackCount

Voice

The number of contacts for which a voice was detected today.

Derived from: Dialer_Real_Time.VoiceDetectToday

Busy

The number of contacts for which busy signals were detected today.

Derived from: Dialer_Real_Time.BusyDetectToday

No Answer

The number of contacts which were not answered today.

Derived from: Dialer_Real_Time.NoAnswerDetectToday

No Ringback

The number of contacts today that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column.

Derived from: Dialer_Real_Time.NoRingBackDetectHalf

No Dialtone

The number of contacts today that did not detect a dial tone.

Derived from: Dialer_Real_Time.NoDialToneDetectHalf

Fax

The number of contacts today that detected a fax.

Derived from: Dialer_Real_Time.FaxDetectHalf

Network IVR

The number of contacts today that detected a network answering machine.

Derived from: Dialer_Real_Time.NetworkAnsMachineDetectHalf

Answering Machine

The number of contacts today that detected an answering machine.

Derived from: Dialer_Real_Time.AnsweringMachineDetectToday

SIT Tone

The number of contacts today that detected a special information tone (SIT).

Derived from: Dialer_Real_Time.SITToneDetectToday

Agent Rejected

The number of preview/callback contacts today that were rejected by the agent. These customers will not be dialed.

Derived from: Dialer_Real_Time.AgentRejectedDetectHalf

Agent Closed

The number of preview/callback contacts that were rejected by the agent (these customers will not be dialed).

Derived from: Dialer_Real_Time.AgentClosedDetectHalf

Customer Not Home

The number of contacts today where the party answering the phone was not the customer.

Derived from: Dialer_Real_Time.CustomerNotHomeCount

Wrong Number

The number of contacts today where the party answering the phone indicated the customer didn’’t.

Derived from: Dialer_Real_Time.WrongNumberCount

Canceled

The number of contacts today where the dialer canceled a ringing customer call.

Derived from: Dialer_Real_Time.CancelledDetectHalf

Dialer Abandon

The number of contacts in the half-hour interval abandoned by the dialer.

Derived from: Dialer_Real_Time.AbandonDetectToday

Abandon to IVR

The number of contacts today 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.

Derived from: Dialer_Real_Time.AbandonToIVRHalf

Customer Abandon

The number of contacts today where the customer hung-up immediately after picking up the phone.

Derived from: Dialer_Real_Time.CustomerAbandonDetectHalf

Import Status Real Time

Provides the status of Outbound Option import records.

This report is based on the Import Rule - The number of good, bad, and total records imported, or to be imported.

Views: This report has a grid view only.

Query: This report data is built from an Anonymous Block Query.

Grouping: There is no grouping for this report. It is sorted by Import Name.

Value List: Import Rule

Database Schema Table(s) from which data is retrieved:
  • Import_Rule
  • Import_Rule_Real_Time

Current Fields in the Import Status Real Time Report View

Current fields are those fields that appear by default in a report generated from the stock template. You can change them.

Columns (Fields)

Description

Import Name

The name of the import rule.

Derived from: Import_Rule.ImportRuleName

Start Date

The time the import rule is scheduled to start.

Derived from: Import_Rule_Real_Time.DateTimeStart

Status

The status of the import rule. The status of the import rule. These are the codes:

380 = "IMPORT_BEGIN"

385 = "IMPORT_UPDATE"

390 = "BUILD_BEGIN"

410 = "BUILD_END"

420 = "IMPORT_END"

430 = "DNC_BEGIN"

450 = "DNC_END"

455 = "IMPORT_FAILED"

All other values = "IDLE"

Derived from: Import_Rule_Real_Time.Status

Good Records

The number of good records imported or to be imported.

Derived from: Import_Rule_Real_Time.GoodRecords

Bad Records

The number of bad records imported.

Derived from: Import_Rule_Real_Time.BadRecords

Total Records

The total number of records imported or to be imported.

Derived from: Import_Rule_Real_Time.TotalRecords

Query Rule Within Campaign Real Time

This report displays current status of all campaign records, dialing times, and query rule within a campaign.

Views: This report has three grid views - Call Counts of Query Rule within Campaign, Call Summary Count Of Query Rule Within Campaign, Query Rule Dialing Times.

Query: This report data is built from an Anonymous Block.

Grouping: Grouped by Campaign Name and Query Rule Name, sorted by Campaign Name

Value List: Campaigns

Database Schema Table(s) from which data is retrieved:
  • Campaign
  • Query_Rule
  • Campaign_Query_Rule_Real_Time
  • Campaign_Query_Rule

Current Fields in the Call Counts of Query Rule within Campaign View

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule Name

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Date Time

Date Time in MM/DD/YYYY (month, day, year) and HH:MM (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Real_Time.DateTime

Attempted

Summary total of the number of calls attempted.

Derived from: Campaign_Query_Rule_Real_Time.AttemptedCount

Requested Personal Callback

The number of call-back contacts scheduled.

Derived from: Dialer_Real_Time.PersonalCallBackCount

Requested Callback

The number of call-back contacts.

Derived from: Dialer_Real_Time.CallBackCount

Voice

The number of contacts for which a voice was detected today.

Derived from: Dialer_Real_Time.VoiceDetectToday

Busy

The number of contacts for which busy signals were detected today.

Derived from: Dialer_Real_Time.BusyDetectToday

No Answer

The number of contacts which were not answered today.

Derived from: Dialer_Real_Time.NoAnswerDetectToday

No Ringback

The number of contacts today that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column.

Derived from: Dialer_Real_Time.NoRingBackDetectHalf

No Dialtone

The number of contacts today that did not detect a dial tone.

Derived from: Dialer_Real_Time.NoDialToneDetectHalf

Fax

The number of contacts today that detected a fax.

Derived from: Dialer_Real_Time.FaxDetectHalf

Network IVR

The number of contacts today that detected a network answering machine.

Derived from: Dialer_Real_Time.NetworkAnsMachineDetectHalf

Answering Machine

The number of contacts today that detected an answering machine.

Derived from: Dialer_Real_Time.AnsweringMachineDetectToday

SIT Tone

The number of contacts today that detected a special information tone (SIT).

Derived from: Dialer_Real_Time.SITToneDetectToday

Agent Rejected

The number of preview/callback contacts today that were rejected by the agent. These customers will not be dialed.

Derived from: Dialer_Real_Time.AgentRejectedDetectHalf

Agent Closed

The number of preview/callback contacts that were rejected by the agent (these customers will not be dialed).

Derived from: Dialer_Real_Time.AgentClosedDetectHalf

Customer Not Home

The number of contacts today where the party answering the phone was not the customer.

Derived from: Dialer_Real_Time.CustomerNotHomeCount

Wrong Number

The number of contacts today where the party answering the phone indicated the customer did not.

Derived from: Dialer_Real_Time.WrongNumberCount

Canceled

The number of contacts today where the dialer canceled a ringing customer call.

Derived from: Dialer_Real_Time.CancelledDetectHalf

Dialer Abandon

The number of contacts in the half-hour interval abandoned by the dialer.

Derived from: Dialer_Real_Time.AbandonDetectToday

Abandon to IVR

The number of contacts today 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.

Derived from: Dialer_Real_Time.AbandonToIVRHalf

Customer Abandon

The number of contacts today where the customer hung-up immediately after picking up the phone.

Derived from: Dialer_Real_Time.CustomerAbandonDetectHalf

Talk Time

The total time in HH:MM (hours, minutes, seconds) that agents spent talking on the telephone today.

Derived from: Campaign_Query_Rule_Real_Time.TalkTimeCount

Wrapup Time

The length of time the agents spent in wrap-up work.

Derived from: Campaign_Query_Rule_Real_Time.WrapupTimeCount

Current Fields in the Call Summary Count Of Query Rule Within Campaign View

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule Name

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Total Records

The total number of records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount

Available

The number of available records.

Derived from: Campaign_Query_Rule_Real_Time.TotalCount - Campaign_Query_Rule_Real_Time.FutureUseInt1 - Campaign_Query_Rule_Real_Time.ClosedCount

Closed

The number of contacts attempted.

Derived from: Campaign_Query_Rule_Real_Time.ClosedCount

Voice

The number of contacts for which a voice was detected today.

Derived from: Dialer_Real_Time.VoiceDetectToday

Current Fields in the Query Rule Dialing Times View

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

Columns (Fields)

Description

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule Name

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Start Zone 1 Time

Campaign Start Zone 1 time measured in HH:MM format. Campaign Start Zone 1 time is the start time that a customer can be phoned at Zone1. Zone 1 time and Zone 2 time cannot overlap.

Derived from: Campaign.HomeStartHours ':' Campaign.HomeStartMinutes

End Zone 1 Time

Campaign End Zone 1 time measured in HH:MM format. Campaign End Zone 1 time is the time beyond which a customer can no longer be phoned at Zone1.

Derived from: Campaign.WorkEndHours ':' Campaign.WorkEndMinutes

Zone 1 Duration

The total Zone 1 time. Home Duration = End Home Time - Start Home Time.

Derived from: (((Campaign.HomeEndHours * 60) + (Campaign.HomeEndMinutes)) - ((Campaign.HomeStartHours * 60) + (Campaign.HomeStartMinutes)))

Start Zone 2 Time

Campaign Start Zone 2 time measured in HH:MM format. Campaign Start Zone 2 time is the start time that a customer can be phoned at Zone2. Campaign time is normalized to the customer's time zone. For example, if the campaign runs from 3 to 6 PM Eastern Standard time and it is past 6 PM on the East coast, you can still dial someone in Chicago since it is not yet 6 PM there.

Derived from: Campaign.WorkStartHours ':' Campaign.WorkStartMinutes

End Zone 2 Time

The Zone 2 time in HH:MM format at which the campaign ends.

Derived from: Campaign.WorkEndHours ':' Campaign.WorkEndMinutes

Zone 2 Duration

The total Zone 2 time. Work Duration = End Work Time - Start Work Time.

Derived from: (((Campaign.WorkEndHours * 60) + (Campaign.WorkEndMinutes)) - ((Campaign.WorkStartHours * 60) + (Campaign.WorkStartMinutes)))

Query Rule Start Time

The time in HH:MM format that the query rule starts. Query rule time is based on the Central Controller's time zone. Typically, the Administration and Data Server from which a query is run is in the Central Controller's time zone..

Derived from: Campaign_Query_Rule.StartHours ":" Campaign_Query_Rule.StartMinutes

Query Rule End Time

The time in HH:MM format that the query rule ends.

Derived from: Campaign_Query_Rule.EndHours ':' Campaign_Query_Rule.EndMinutes

Query Rule Duration

The total query rule time. Work Duration = End Query Rule Time - Start Query Rule Time.

Derived from: (((Campaign_Query_Rule.EndHours * 60) + (Campaign_Query_Rule.EndMinutes)) - ((Campaign_Query_Rule.StartHours * 60) + (Campaign_Query_Rule.StartMinutes)))