Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 10.0(1)
Historical Outbound Option Report Templates
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Historical Outbound Option Report Templates

Attempts per Campaign Daily

This report shows the status (summary and percentage) of each campaign for the selected time period and the breakdown of attempts (in percentage) of each campaign for the selected time period.

Views: This report has two views - Summary of Attempts per Campaign Daily Report and Breakdown of Attempts (%) per Campaign Daily Report

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

Value List: Campaigns

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

Current Fields in the Summary of Attempts per Campaign Daily 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

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Key Statistics: Customer Answered

The number of outbound calls (attempts) that reached a live voice.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR

Key Statistics: Right Party

The number of call attempts, as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Key Statistics: Dialer Aband & Aband to IVR

The number of calls that were abandoned by the dialer or abandoned to IVR because an agent was not available to take the call. Campaign configuration determines whether these calls are abandoned at the dialer or transferred to IVR.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR + Campaign_Query_Rule_Interval. AbandonDetect

Attempts: Total

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Customer Answered

The percentage of attempted calls that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Did not Answer

The percentage of calls attempted when the number was dialed but the customer was not reached and there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval.AnsweringMachineDetect + Campaign_Query_Rule_Interval.BusyDetect + Campaign_Query_Rule_Interval.NoAnswerDetect + Campaign_Query_Rule_Interval.CancelledDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Problem

The percentage of calls attempted where the contact was dialed and one of the following problems was encountered:
  • Fax machine detected
  • No dial tone when dialer port went off hook
  • No Ringback from network when dial attempted
  • Network disconnected while alerting.
  • Low Energy ("or dead air") call detected by the dialer
  • Operator intercept (SIT Tone) was returned from network when dial attempted.

Derived from: (Campaign_Query_Rule_Interval.FaxDetect + Campaign_Query_Rule_Interval.NoDialToneDetect + Campaign_Query_Rule_Interval.NoRingBackDetect + Campaign_Query_Rule_Interval.SITToneDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Dial: Agent Rejected

The number of preview/call back calls that were rejected by the agent (These customers should be tried contacting again).

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

These calls are not counted as attempted.

Did Not Dial: Agent Closed

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

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

These calls are not counted as attempted.

Breakdown of Attempts per Campaign Daily Report View

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

Columns (Fields)

Description

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Attempts

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Right Party Connect

The percentage of calls attempted when the actual customer was contacted and handled, as indicated by agents using their desktop.

Derived from: Campaign_Query_Rule_Interval. VoiceDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Dialer Aband

The percentage of contacts/attempts abandoned by the dialer because the agent was not available and "Abandon to IVR" was not configured.

Derived from: Campaign_Query_Rule_Interval. AbandonDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Aband to IVR

The percentage of contacts/attempts that were abandoned by the dialer but transferred to an IVR. That is, the percentage of attempts that were sent to IVR (or another dialed number) for treatment after the dialer reached a contact and no agent was available to take the call. Instead of hanging-up on the customer the customer was transferred to an IVR which plays a message.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Call back

When the campaign is not configured for personal call back, the percentage of customers contacted that request a call back .

Derived from: Campaign_Query_Rule_Interval. CallbackCount/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Personal Call back

When the campaign is configured for personal call back, the percentage of contacts in which the customer requested a call back and was scheduled.

Derived from: Campaign_Query_Rule_Interval. PersonalCallbackCount/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Customer Not Home

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

Derived from: Campaign_Query_Rule_Interval. CustomerNotHomeCount/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Wrong Number

The percentage of contacts where the party answering the phone indicated the customer didn't live there.

Derived from: Campaign_Query_Rule_Interval. WrongNumberCount/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Customer Aband

The percentage of contacts where the customer hung-up immediately after being connected to an agent.

Derived from: Campaign_Query_Rule_Interval. CustomerAbandonDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Answering Machine

The percentage of contacts that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval. AnsweringMachineDetectToHal/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: No Answer

The percentage of contacts that were not answered.

Derived from: Campaign_Query_Rule_Interval. NoAnswerDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Busy

The percentage of contacts that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval. BusyDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Canceled

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

Derived from: Campaign_Query_Rule_Interval. CanceledDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Problem: SIT Tone

The number of contacts in the half hour interval that detected a Special Information Tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Problem: No Dial tone

The number of contacts in the half hour interval that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Problem: Fax

The number of contacts in the half hour interval that detected a fax.

Campaign_Query_Rule_Interval.FaxDetect

Problem: Network Error

The number of contacts that encountered one of the following problems:
  • No Ringback from network when dial attempted
  • Network disconnected while alerting
  • Low Energy ("or dead air") call detected by the dialer.

Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect

Campaign Consolidated Daily

This report shows the daily activity and performance of the selected campaigns and their skill groups for the selected time period and provides analysis of the actual customer calls (outbound calls which reached live voice, inbound calls, and/or calls transferred to the campaign's skill group) for the selected campaigns and their skill groups for the selected time period.

Views: This report has two views - Campaign Consolidated Daily Report and Campaign Consolidated Detailed Daily Report.

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

Value List: Campaigns

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

Current Fields in the Campaign Consolidated Daily 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

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Agent Time In Campaign: FTE

The FTE value for the agents logged in and skilled for the campaign and not working in other skill groups (or not ready). If all agents spend full-time on the campaign's skill, the FTE is the number of agents.

Derived from: (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime)/ Skill_Group_Interval.ReportingInterval

Agent Time In Campaign: Talk

The percentage of time that agents spent talking in one of the campaign's skill groups.

Derived from: (Skill_Group_Interval.TalkTime - Skill_Group_Interval.TalkReserveTime)/ (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign: Wrap Up

The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in one of the campaign's skill groups.

Derived from: (Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime)/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign: Idle

The percentage of time the agents were available in one of the campaign's skill group; but not working.

Derived from: (Skill_Group_Interval.ReservedStateTime + Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Agent Statistics: Connects/ FTE Agent Hour

The FTE value for the number of calls of agents for the campaign's skill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls) * Skill_Group_Interval.ReportingInterval/ (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime, 0)

Agent Statistics: Time between Agent Connects

The average time in seconds between the connecting customer calls to the agents.

Derived from: (Skill_Group_Interval.ReservedStateTime + Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/ (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

The Summary Avg for Time between Agent Connects is calculated using the following formula: Summary Avg for a selected campaign = idle time/ agent connects

Completed Calls: Agent Connects

The number of calls (outbound and inbound) handled per agent for the campaign's skill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

Completed Calls: Not Connected

The number of customer calls that were not connected to any agent or device. This includes calls which were abandoned by the dialer or abandoned to IVR (includes inbound and outbound calls) and resulted in customer abandon in queue or routing script error.

Derived from: Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.RouterError + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.AbandonDetect

Note: This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent. This results in extraneous Router Error call reports which inflates the value in this column.

Completed Calls: Dialer Aband To Other

The number of calls which are in "abandon to IVR" state and have completed in a way not associated with a skill group in this campaign. This value only applies to Campaigns where the skill groups associated with the campaign are not used for inbound

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR - (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterError)

Note : This column is approximate because the abandon to IVR might occur in one half hour interval and the call completion occurs in another.

This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent which will result in under counting in this column.

This column is invalid if the skill group is used for anything other than outbound agent campaigns, e.g. inbound or transferred calls as this will result in undercounting in this column.

This column is invalid if the abandon to IVR script queues to multiple skill groups in this campaign because RouterErrors and RouterCallsAbandQ are counted once in each skill group the call was queued to which will result in undercounting in this column.

Outbound Statistics: AHT

The average length of calls (Inbound and Outbound) handled by the agent during the campaign's skill group selected interval.

Derived from: (Skill_Group_Interval.TalkTime - Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime)/ (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

Outbound Statistics: % Aban Of All Voice

The percentage of calls that reached a live voice and were abandoned by the dialer or abandon to IVR because no agent was available.

Derived from: (Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)

Outbound Statistics: Hit Rate

The percentage % of the outbound calls (attempts) that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Outbound Statistics: Attempts

The Total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Current Fields in the Campaign Consolidated Detailed Daily 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

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Agent Connects: Outbound Immediate

The number of outbound calls where the customer was connected to an agent immediately (without waiting in queue).

Derived from: Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.PreviewCalls

Agent Connects: After Aband To IVR & Inbound

This includes the following calls:

  • Outbound calls that were handled by an agent in this skill group after Aband To IVR .
  • Outbound calls from a Transfer to IVR campaign that were queued back to agents.
  • Inbound and transferred calls that were routed to agents in this skill group.

Derived from: Skill_Group_Interval. CallsHandled

Not Connected: Customer Aband

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

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect

Not Connected: Dialer Aband

The number of contacts abandoned by the dialer.

Derived from:Campaign_Query_Rule_Interval.AbandonDetect

Not Connected: Customer Aband in Queue

The number of contacts where the customer hung-up while in queue.

Derived from:Skill_Group_Interval.RouterCallsAbandQ

Not Connected: Script Error

The number of calls that resulted in an error condition in the call routing script.

Derived from:Skill_Group_Interval.RouterError

Dialer Aband To Other: Script Dequeued

The number of calls that were initially abandoned to IVR because no agent was available and then queued to a skill group for this campaign and again removed from the queue during the interval.

Derived from: Skill_Group_Interval.RouterCallsDequeued

Dialer Aband To Other: Other

The number of calls that were routed to another skill group or never made it to the skill group. This column is approximate because the abandon to IVR might occur in one half hour interval and the call completion occurs in another interval.

Derived from:Campaign_Query_Rule_Interval.AbandonToIVR - (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterError + Skill_Group_Interval. RouterCallsDequeued)

This column is approximate because the abandon to IVR might occur in one interval and the call completion occurs in another interval.

Campaign Consolidated Half Hour

This report shows the list of Consolidated Calls and Agent Statistics per Campaign by Half Hour and Breakdown of completed calls.

Views: This report has two views - Campaign Consolidated Half Hour Report and Campaign Consolidated Detailed Half Hour Report.

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

Value List: Campaigns

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

Current Fields in the Campaign Consolidated Half Hour 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

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Date Time

The date and time at the start of the half hour interval for the row's data in MM/DD/YYYY (month,day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Agent Time In Campaign: FTE

The FTE value for the agents logged in and skilled for the campaign and not working in other skill groups (or not ready) in the half hour interval. If all agents spend full-time on the campaign's skill during the half hour interval, the FTE is the number of agents.

Derived from: (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime)/ Skill_Group_Interval.ReportingInterval

Agent Time In Campaign: Talk

The percentage of time that agents spent talking in one of the campaign's skill groups.

(Skill_Group_Interval.TalkTime - Skill_Group_Interval.TalkReserveTime)/ (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign: Wrap Up

The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in one of the campaign's skill groups.

Derived from: (Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime)/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Agent Time In Campaign: Idle

The percentage of time the agents were available in one of the Campaign's skill groups but not working.

Derived from: (Skill_Group_Interval.ReservedStateTime + Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Agent Statistics: Connects/ FTE Agent Hour

The FTE value for the number of calls of agents in the interval for the campaign's skill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls) * Skill_Group_Interval.ReportingInterval/ (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime, 0)

Agent Statistics: Time between Agent Connects

The average time in seconds between the connecting customer calls to the agents.

Derived from: (Skill_Group_Interval.ReservedStateTime + Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/ (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

The Summary Avg for Time between Agent Connects is calculated using the following formula: Summary Avg for a selected campaign = idle time/ agent connects

Completed Calls: Agent Connects

The number of calls (outbound and inbound) handled per agent for the campaign's skill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

Completed Calls: Not Connected

The number of customer calls that were not connected to any agent or device. This includes calls which were abandoned by the dialer or abandoned to IVR (includes inbound and outbound calls) and resulted in customer abandon in queue or routing script error.

Derived from: Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.RouterError + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.AbandonDetect

Note: This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent. This results in extraneous Router Error call reports which inflates the value in this column.

Completed Calls: Dialer Aband To Other

The number of calls which are in "abandon to IVR" state and have completed in a way not associated with a skill group in this campaign.This value only applies to Campaigns where the skill groups associated with the campaign are not used for inbound

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR - (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterError)

Note : This column is approximate because the abandon to IVR might occur in one half hour interval and the call completion occurs in another.

This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent which will result in under counting in this column.

This column is invalid if the skill group is used for anything other than outbound agent campaigns, e.g. inbound or transferred calls as this will result in undercounting in this column.

This column is invalid if the abandon to IVR script queues to multiple skill groups in this campaign because RouterErrors and RouterCallsAbandQ are counted once in each skill group the call was queued to which will result in undercounting in this column.

Outbound Statistics: AHT

The average length of calls (Inbound and Outbound) handled by the agent during the campaign's skill group selected interval.

Derived from: (Skill_Group_Interval.TalkTime - Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime)/ (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

Outbound Statistics: % Aband Of All Voice

The percentage of calls that reached a live voice and were abandoned by the dialer or abandon to IVR because no agent was available.

Derived from: (Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)

Outbound Statistics: Hit Rate

The percentage % of the outbound calls (attempts) that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Outbound Statistics: Attempts

The Total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Current Fields in the Campaign Consolidated Detailed Half Hour 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

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Date Time

The date and time at the start of the half hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Agent Connects: Outbound Immediate

The number of outbound calls where the customer was connected to an agent immediately (without waiting in queue).

Derived from: Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.PreviewCalls

Agent Connects: After Aband To IVR & Inbound

This includes the following calls:

Outbound calls that were handled by an agent in this skill group after Aband To IVR.

Outbound calls from a Transfer to IVR campaign that were queued back to agents.

Inbound and transferred calls that were routed to agents in this skill group.

Derived from: Skill_Group_Interval. CallsHandled

Not Connected: Customer Aband

The number of contacts in the half hour interval where the customer hung-up immediately after picking up the phone.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect

Not Connected: Dialer Aband

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

Derived from:Campaign_Query_Rule_Interval.AbandonDetect

Not Connected: Customer Aband in Queue

The number of contacts in the half hour interval where the customer hung-up while in queue.

Derived from:Skill_Group_Interval.RouterCallsAbandQ

Not Connected: Script Error

The number of calls that resulted in an error condition in the call routing script.

Derived from:Skill_Group_Interval.RouterError

Dialer Aband To Other: Script Dequeued

The number of calls that were initially abandoned to IVR because no agent was available and then queued to a skill group for this campaign and again removed from the queue during the half-hour interval.

Derived from: Skill_Group_Interval.RouterCallsDequeued

Dialer Aband To Other: Other

The number of calls that were routed to another skill group or never made to the skill group.

Derived from:Campaign_Query_Rule_Interval.AbandonToIVR - (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterError + Skill_Group_Interval. RouterCallsDequeued)

This column is approximate because the abandon to IVR might occur in one half hour interval and the call completion occurs in another interval.

Campaign Half Hour Summary

This report shows the status for all campaigns for the selected time period, the status (summary and percentage) of each campaign for the selected time period and the breakdown of attempts (in percentage) of each campaign for the selected time period.

Views: This report has three views - Breakdown of Attempts per Campaign Half Hour Report, Summary of Attempts per Campaign Half Hour Report and Summary of Call Counts per Campaign Half Hour Report

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

Value List: Campaigns

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

Current Fields in the Breakdown of Attempts (%) per Campaign Half Hour 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

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Date Time

The date and time at the start of half hour interval for the row's data in MM/DD/YYYY (month,day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Attempts

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Right Party Connect

The percentage of call attempts when the actual customer was contacted and handled, as indicated by agents using their desktop.

Derived from: Campaign_Query_Rule_Interval. VoiceDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Dialer Aband

The percentage of contacts/attempts in the half hour interval abandoned by the dialer because of non availability of the agents and "Abandon to IVR" was not configured.

Derived from: Campaign_Query_Rule_Interval. AbandonDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Abandon to IVR

The percentage of contacts/attempts 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. The percentage of attempts that were sent to IVR (or another dialed number) for treatment after the dialer reached a contact and no agent was available to take the call.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Call back

The percentage of call backs requested by the customer and the campaign is not configured for personal call back.

Derived from: Campaign_Query_Rule_Interval.CallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Personal Call back

The percentage of call backs scheduled and requested by the customer and the campaign was configured for personal call back.

Derived from: Campaign_Query_Rule_Interval.PersonalCallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Customer Not Home

The percentage of contacts in the half hour interval where the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Interval.CustomerNotHomeCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Wrong Number

The percentage of contacts in the half hour interval where the party answering the phone indicated the customer didn't live there.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Customer Aband

The percentage of contacts in the half hour interval where the customer hung-up immediately after being connected to an agent.

Derived from: Campaign_Query_Rule_Interval. CustomerAbandonDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Answering Machine

The percentage of contacts in the half hour interval that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval. AnsweringMachineDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: No Answer

The percentage of contacts in the half hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval. NoAnswerDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Busy

The percentage of contacts in the half hour interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval. BusyDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Cancel

The percentage of contacts in the half hour interval where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect /Campaign_Query_Rule_Interval.ContactsAttempted

Problem: SIT Tone

The number of contacts in the half hour interval that detected a Special Information Tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Problem: No Dial tone

The number of contacts in the half hour interval that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Problem: Fax

The number of contacts in the half hour interval that detected a fax.

Derived from: Campaign_Query_Rule_Interval.FaxDetect

Problem: Network Error

The number of contacts that encountered one of the following problems:
  • No Ringback from network when dial attempted
  • Network disconnected while alerting
  • Low Energy ("or dead air") call detected by the dialer.

Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect

Current Fields in the Summary of Attempts per Campaign Half Hour 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

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Date Time

The date and time of the start half hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Key Statistics: Customer Answered

The number of the outbound calls (attempts) that reached a live voice.

Derived from: Cam paign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR

Key Statistics: Right Party Connect

The number of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Key Statistics: Dialer Aband & Aband to IVR

The number of calls that were abandoned by the dialer or abandoned to IVR because of the non-availability of agents to take the call. Campaign configuration determines whether these calls are abandoned at the dialer or to IVR.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR + Campaign_Query_Rule_Interval. AbandonDetect

Attempts: Total

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Customer Answered

The percentage of attempted calls that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Did Not Answer

The percentage of call attempted when the number was dialed but the customer was not reached and there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval.AnsweringMachineDetect + Campaign_Query_Rule_Interval.BusyDetect + Campaign_Query_Rule_Interval.NoAnswerDetect + Campaign_Query_Rule_Interval.CancelledDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Problem

The percentage of call attempted where the contact was dialed and one of the following problems was encountered:
  • Fax machine detected
  • No dial tone when dialer port went off hook
  • No Ringback from network when dial attempted
  • Network disconnected while alerting.
  • Low Energy ("or dead air") call detected by the dialer.
  • Operator intercept (SIT Tone) was returned from network when dial attempted.

Derived from: (Campaign_Query_Rule_Interval.FaxDetect + Campaign_Query_Rule_Interval.NoDialToneDetect + Campaign_Query_Rule_Interval.NoRingBackDetect + Campaign_Query_Rule_Interval.SITToneDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Dial: Agent Rejected

The number of preview/call back calls in the half hour interval that were rejected by the agent (These customers should be tried contacting again).

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Note:These calls are not counted as attempted.

Did Not Dial: Agent Closed

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

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Note: These calls are not counted as attempted.

Current Fields in the Summary of Call Counts per Campaign Half Hour 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

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Date Time

The central controller date and time at the start of the half-hour interval.

Derived from: Campaign_Query_Rule_Interval.DateTime

Attempted

Summary total of the number of calls attempted in the half-hour interval.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Requested Call back

The number of call back contacts.

Derived from: Campaign_Query_Rule_Interval.CallBackCount

Requested Personal Call back

The number of call back contacts scheduled.

Derived from: Campaign_Query_Rule_Interval.PersonalCallBackCount

Voice

The number of contacts for which a voice was detected in the half hour interval.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Busy

The number of contacts in the half hour interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval.BusyDetect

No Answer

The number of contacts in the half hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval.NoAnswerDetect

No Ringback

The number of contacts in the half hour interval 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_Interval.NoRingBackDetect

No Dialtone

The number of contacts in the half hour interval that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Fax

The number of contacts in the half hour interval that detected a fax.

Derived from: Campaign_Query_Rule_Interval.FaxDetect

Network IVR

The number of contacts in the half hour interval that detected a network answering machine.

Derived from: Campaign_Query_Rule_Interval.NetworkAnsMachineDetect

Answering Machine

The number of contacts in the half hour interval that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval.AnsweringMachineDetect

SIT Tone

The number of contacts in the half hour interval that detected a special information tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Agent Rejected

The number of preview/call back contacts in the half hour interval that were rejected by the agent.

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Agent Closed

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

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Customer Not Home

The number of contacts in the half hour interval where the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Interval.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.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount

Canceled

The number of contacts in the half hour interval where the dialer canceled a ringing customer call

Derived from: Campaign_Query_Rule_Interval.CanceledDetect

Dialer Abandon

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

Derived from: Campaign_Query_Rule_Interval.AbandonDetect

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.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Customer Abandon

The number of contacts in the half hour interval where the customer hung-up immediately after picking up the phone.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect

Talk Time

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

Derived from: Campaign_Query_Rule_Interval.TalkTime

WrapUp Time

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

Derived from: Campaign_Query_Rule_Interval.WrapupTime

Dialer Call Result Summary Half Hour

This report displays the status of each dialer for the selected time period.

Views: This report has one view - Dialer Call Result Summary Half Hour Report.

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

Value List: Dialers

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

Current Fields in the Dialer Call Result Summary Half Hour 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

Dialer Name

The name of the dialer.

Derived from: Dialer.DialerName

Date Time

The central controller date and time at the start of the half-hour interval.

Derived from: Dialer_Interval.DateTime

Attempted

Summary total of the number of contacts dialed in the half hour interval.

Derived from: Dialer_Interval.ContactsDialed

Requested Call back

The number of call back contacts.

Derived from: Dialer_Interval.CallBackCount

Requested Personal Call back

The number of call back contacts scheduled.

Derived from: Dialer_Interval.PersonalCallBackCount

Voice

The number of contacts for which a voice was detected in the half hour interval.

Derived from: Dialer_Interval.VoiceDetect

Busy

The number of contacts for which busy signals were detected in the half hour interval.

Derived from: Dialer_Interval.BusyDetect

No Answer

The number of contacts which were not answered in the half hour interval.

Derived from: Dialer_Interval.NoAnswerDetect

No Ringback

The number of contacts in the half hour interval that did not detect a ring back.

Derived from: Dialer_Interval.NoRingBackDetect

No Dialtone

The number of contacts in the half hour interval that did not detect a dial tone.

Derived from: Dialer_Interval.NoDialToneDetect

Fax

The number of contacts in the half hour interval that detected a fax.

Derived from: Dialer_Interval.FaxDetect

Network IVR

The number of contacts in the half hour interval that detected a network answering machine.

Derived from: Dialer_Interval.NetworkAnsMachineDetect

Answering Machine

The number of contacts in the half hour interval that detected an answering machine.

Derived from: Dialer_Interval.AnsweringMachineDetect

SIT Tone

The number of contacts in the half hour interval that detected a special information tone (SIT).

Derived from: Dialer_Interval.SITToneDetect

Agent Rejected

The number of preview/call back contacts in the half hour interval that were rejected by the agent.

Derived from: Dialer_Interval.AgentRejectedDetect

Agent Closed

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

Derived from: Dialer_Interval.AgentClosedDetect

Customer Not Home

The number of contacts in a half-hour interval where the party answering the phone was not the customer.

Derived from: Dialer_Interval.CustomerNotHomeCount

Wrong Number

The number of contacts in a half-hour interval where the party answering the phone indicated the customer didn't live there.

Derived from: Dialer_Interval.WrongNumberCount

Canceled

The number of contacts in the half hour interval where the dialer canceled a ringing customer call.

Derived from: Dialer_Interval.CancelledDetect

Dialer Abandon

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

Derived from: Dialer_Interval.AbandonDetect

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.

Derived from: Dialer_Interval.AbandonToIVR

Customer Abandon

The number of contacts in the half hour interval where the customer hung-up immediately after picking up the phone.

Derived from: Dialer_Interval.CustomerAbandonDetect

Dialer Capacity Daily

This report displays the status of each dialer for the selected time period.

Views: This report has one view - Dialer Capacity Daily Report.

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

Value List: Dialers

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

Current Fields in the Dialer Capacity Daily 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

Dialer Name

The name of the dialer.

Derived from: Dialer.DialerName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Dialer_Interval.DateTime

Port Status: In Service FTE

The FTE value of registered dialer ports during the interval. If this is less than the full number of ports allocated, then it describes a system issue where ports were offline for some period of time.

Derived from: (Dialer_Interval.IdlePortTime+Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)/ Dialer_Interval.ReportingInterval

Port Status: Idle

The percentage of non-busy ports in the current interval.

Derived from: Dialer_Interval.IdlePortTime/ (Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Contacting Customers

The percentage of time spent by the dialer ports for calling customers during the current interval.

Derived from: Dialer_Interval.DialingTime /(Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Reserving Agents

The percentage of time spent by the dialer ports for reserving agents during the current interval for an agent campaign.

Derived from: Dialer_Interval.ReservePortTime/ (Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Out of Ports

The percentage of time maxed out by the dialer during the current interval.

Derived from: Dialer_Interval.FutureUseInt2/(Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Dialer Statistics: Attempts

The number of customer contact calls attempted by the dialer during the current interval. This includes all attempts whether customers were reached or not.

Derived from: Dialer_Interval.ContactsDialed

Dialer Statistics: Average Attempt Time

The average time length of a customer attempt in seconds.

Derived from: Dialer_Interval.DialingTime/Dialer_Interval.ContactsDialed

Dialer Statistics: Reservation Calls

The total number of reservation calls placed. This includes dialer requests to reserve agents that were rejected in the routing script because no agents were available or otherwise.

Derived from: Dialer_Interval.FutureUseInt1

Dialer Statistics: Average Reservation Call

The average length of a reservation call in seconds.

Derived from: Dialer_Interval.ReservePortTime/ Dialer_Interval.FutureUseInt1

Dialer Capacity Half Hour

This report displays the status of each dialer for the selected time period.

Views: This report has one view - Dialer Capacity Half Hour Report.

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

Value List: Dialers

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

Current Fields in the Dialer Capacity Half Hour 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

Dialer Name

The name of the dialer.

Derived from: Dialer.DialerName

Date Time

The date and time of the start of the half hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.

Derived from: Dialer_Interval.DateTime

Port Status: In Service FTE

The FTE value of registered dialer ports during the half hour interval. If this is less than the full number of ports allocated, then it describes a system issue where ports were offline for some period of time.

Derived from: (Dialer_Interval.IdlePortTime+Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)/ Dialer_Interval.ReportingInterval

Port Status: Idle

The percentage of non-busy ports in the current half-hour interval.

Derived from: Dialer_Interval.IdlePortTime/ (Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Contacting Customers

The percentage of time spent by the dialer ports for calling customers during the current half hour interval.

Derived from: Dialer_Interval.DialingTime /(Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Reserving Agents

The percentage of time spent by the dialer ports for reserving agents during the current half hour interval for an agent campaign.

Derived from: Dialer_Interval.ReservePortTime/ (Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Port Status: Out of Ports

The percentage of time maxed out by the dialer during the current half hour interval.

Derived from: Dialer_Interval.FutureUseInt2/(Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Dialer Statistics: Attempts

The number of customer contact calls attempted by the dialer during the current half hour interval. This includes all attempts whether customers were reached or not.

Derived from: Dialer_Interval.ContactsDialed

Dialer Statistics: Average Attempt Time

The average time length of a customer attempt in seconds.

Derived from: Dialer_Interval.DialingTime/Dialer_Interval.ContactsDialed

Dialer Statistics: Reservation Calls

The total number of reservation calls placed the current half hour interval. This includes dialer requests to reserve agents that were rejected in the routing script because no agents were available or otherwise.

Derived from: Dialer_Interval.FutureUseInt1

Dialer Statistics: Average Reservation Call

The average length of a reservation call in seconds.

Derived from: Dialer_Interval.ReservePortTime / Dialer_Interval.FutureUseInt1

Import Rule

This report displays the status of imported records for the selected time period.

Views: This report has one view - Import Rule Report.

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

Value List: Import Rule

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

Current Fields in the Import Rule 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 date and time the import rule is scheduled to start.

Derived from: Import_Rule_History.StartDateTime

End Date

The date and time the import rule finished.

Derived from: Import_Rule_History.EndDateTime

Duration

The total time duration

Derived from: DateDiff(ss, Import_Rule_History.StartDateTime,Import_Rule_History.EndDateTime)

Records Status: Total Records

The total number of records present in the import list.

Derived from: Import_Rule_History.TotalRecords

Records Status: Imported

The total number of records imported into the Do Not Call List.

Derived from: Import_Rule_History.GoodRecords

Records Status: Failed

The total number of import records which did not meet format criteria. These records are captured in an import error file.

Derived from: Import_Rule_History.BadRecords

Records To Dial

The total number of records imported to dialing lists based on existing query rules.

Derived from: Import_Rule_History. ImportedToDialingListCount

Records With Unknown Prefix

The total number of records which did not match the prefixes in the region prefix table and were assigned with the default time zone for the campaign. This field describes the count of numbers which did not match prefixes found in the region prefix table and were assigned with the default time zone for the campaign.

Derived from: Import_Rule_History.UnmatchedRegionPrefixCount

Query Rule Within Campaign Daily

This report shows the breakdown of attempts (in percentage) of each campaign for the selected time period and the status (summary and percentage) of each campaign for the selected time period

Views: This report has two views - Attempts per Query Rule Within Campaign Daily and Breakdown of Attempts per Query Rule Daily.

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

Value List: Campaigns

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

Summary of Attempts per Query Rule Within Campaign Daily Report

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

Columns (Fields)

Description

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Key Statistics: Customer Answered

The number of the outbound calls (attempts) that reached a live voice.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR

Key Statistics: Right Party Connect

The number of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Key Statistics: Dialer Aband & Aband to IVR

The number of calls that were abandoned by the dialer or abandoned to IVR because of the non-availability of agents to take the call.Campaign configuration determines whether these calls are abandoned at the dialer or to IVR.

Dialer Aband is derived from: Campaign_Query_Rule_Interval.AbandonDetect

Aband to IVR is derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Attempts: Total

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Customer Answered

The percentage of attempted calls that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Did Not Answer

The percentage of call attempted when the number was dialed but the customer (live voice) was not reached and there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval. AnsweringMachineDetect + Campaign_Query_Rule_Interval.BusyDetect + Campaign_Query_Rule_Interval.NoAnswerDetect + Campaign_Query_Rule_Interval.CancelledDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Problem

The percentage of call attempted where the contact was dialed and one of the following problems was encountered: 1. Fax machine detected 2. No dial tone when dialer port went off hook 3. No Ringback from network when dial attempted 4. Network disconnected while alerting 5. Low Energy ("or dead air") call detected by the dialer 6. Operator intercept (SIT Tone) was returned from network when dial attempted.

Derived from: (Campaign_Query_Rule_Interval.FaxDetect + Campaign_Query_Rule_Interval.NoDialToneDetect + Campaign_Query_Rule_Interval.NoRingBackDetect + Campaign_Query_Rule_Interval.SITToneDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Dial: Agent Rejected

The number of preview/call back calls that were rejected by the agent (These customers should be tried contacting again).

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Did Not Dial: Agent Closed

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

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Note that these calls were not counted as attempted.

Breakdown of Attempts (%) per Query Rule Within Campaign Daily Report

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

Columns (Fields)

Description

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Attempts

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Right Party Connect

The percentage of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Dialer Aband

The percentage of contacts/attempts abandoned by the dialer because of non availability of the agents and "Abandon to IVR" was not configured.

Derived from: Campaign_Query_Rule_Interval. AbandonDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Aband to IVR

The percentage of attempts that were sent to IVR (or another dialed number) for treatment after the dialer reached a contact and no agent was available to take the call.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Call back

The percentage of call backs requested by the customer and the campaign is not configured for personal call back.

Derived from: Campaign_Query_Rule_Interval.CallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Personal Call back

The percentage of call back scheduled and requested by the customer and the campaign was configured for personal call back.

Derived from: Campaign_Query_Rule_Interval.PersonalCallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Customer Not Home

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

Derived from: Campaign_Query_Rule_Interval.CustomerNotHomeCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Wrong Number

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

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered: Customer Aband

The percentage of contacts where the customer hung-up immediately after being connected to an agent.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Answering Machine

The percentage of contacts that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval. AnsweringMachineDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: No Answer

The percentage of contacts that were not answered.

Derived from: Campaign_Query_Rule_Interval. NoAnswerDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Busy

The percentage of contacts that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval. BusyDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer: Cancel

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

Derived from: Campaign_Query_Rule_Interval.CanceledDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Problem: SIT Tone

The percentage of contacts that detected a Special Information Tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Problem: No Dial tone

The percentage of contacts that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Problem: Fax

The percentage of contacts that detected a fax machine.

Derived from: Campaign_Query_Rule_Interval.FaxDetect

Problem: Network Error

The number of contacts that encountered one of the following problems:
  • No Ringback from network when dial attempted
  • Network disconnected while alerting
  • Low Energy ("or dead air") call detected by the dialer.

Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect

Query Rule Within Campaign Half Hour

This report shows the breakdown of attempts (in percentage) of each campaign for the selected time period, the status (summary and percentage) of each campaign for the selected time period and the status for each Query rule within a campaign for the selected time interval.

Views: This report has three views - Call Counts per Query Rule within Campaign Half Hour Report, Summary of Attempts per Query Rule Within Campaign Half Hour Report and Breakdown of Attempts (%) per Query Rule Within Campaign Half Hour Report

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

Value List: Campaigns

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

Current Fields in the Call Counts per Query Rule within Campaign Half Hour 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

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Date Time

The central controller date and time at the start of the half hour interval.

Derived from: Campaign_Query_Rule_Interval.DateTime

Attempted

Summary total of the number of calls attempted in the half hour interval.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Requested Call back

The number of call back contacts.

Derived from: Campaign_Query_Rule_Interval.CallBackCount

Requested Personal Call back

The number of call back contacts scheduled.

Derived from: Campaign_Query_Rule_Interval.PersonalCallbackCount

Voice

The number of contacts for which a voice was detected during the half hour interval.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Busy

The number of contacts in the half hour interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval.BusyDetect

No Answer

The number of contacts in the half hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval.NoAnswerDetect

No Ringback

The number of contacts in the half hour interval 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_Interval.NoRingBackDetect

No Dialtone

The number of contacts in the half hour interval that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Fax

The number of contacts in the half hour interval that detected a fax.

Derived from: Campaign_Query_Rule_Interval.FaxDetect

Network IVR

The number of contacts in the half hour interval that detected a network answering machine.

Derived from: Campaign_Query_Rule_Interval.NetworkAnsMachineDetect

Answering Machine

The number of contacts in the half hour interval that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval.AnsweringMachineDetect

SIT Tone

The number of contacts in the half hour interval that detected a special information tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Agent Rejected

The number of preview/call back contacts in the half hour interval that were rejected by the agent.

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Agent Closed

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

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Customer Not Home

The number of contacts in the half hour interval where the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Interval.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.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount

Canceled

The number of contacts in the half hour interval where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect

Dialer Abandon

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

Derived from: Campaign_Query_Rule_Interval.AbandonDetect

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.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Customer Abandon

The number of contacts in the half hour interval where the customer hung-up immediately after picking up the phone.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect

Talk Time

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

Derived from: Campaign_Query_Rule_Interval.TalkTime

WrapUp Time

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

Derived from: Campaign_Query_Rule_Interval.WrapupTime

Current Fields in the Summary of Attempts per Query Rule Within Campaign Half Hour 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

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Date Time

The date and time at the start of the half hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Key Statistics: Customer Answered

The number of the outbound calls (attempts) that reached a live voice.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount +Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR

Key Statistics: Right Party Connect

The number of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Key Statistics: Dialer Aband & Aband to IVR

The number of calls that were abandoned by the dialer or abandoned to IVR because of the non-availability of agents to take the call. Campaign configuration determines whether these calls are abandoned at the dialer or to IVR.

Dialer Aband is derived from: Campaign_Query_Rule_Interval.AbandonDetect

AbandtoIVR is derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Attempts: Total

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Customer Answered

The percentage of attempted calls that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Did Not Answer

The percentage of calls attempted when the number was dialed but the customer (live voice) was not reached and there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval. AnsweringMachineDetect + Campaign_Query_Rule_Interval.BusyDetect + Campaign_Query_Rule_Interval.NoAnswerDetect + Campaign_Query_Rule_Interval.CancelledDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts: Problem

The percentage of calls attempted where the contact was dialed and one of the following problems was encountered:
  • Fax machine detected
  • No dial tone when dialer port went off hook
  • No Ringback from network when dial attempted
  • Network disconnected while alerting
  • Low Energy ("or dead air") call detected by the dialer
  • Operator intercept (SIT Tone) was returned from network when dial attempted

Derived from: (Campaign_Query_Rule_Interval.FaxDetect + Campaign_Query_Rule_Interval.NoDialToneDetect + Campaign_Query_Rule_Interval.NoRingBackDetect + Campaign_Query_Rule_Interval.SITToneDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Dial: Agent Rejected

The number of preview/call back calls in the half hour interval that were rejected by the agent (These customers should be tried contacting again).

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Note : These calls were not counted as attempted.

Did Not Dial: Agent Closed

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

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Note :These calls were not counted as attempted.

Current Fields in the Breakdown of Attempts (%) per Query Rule Within Campaign Half Hour 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

Campaign Name

The name of the campaign.

Derived from: Campaign.CampaignName

DateTime

The date and time of the start of the half hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Attempts

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Customers Answered: Right Party Connect

The percentage of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect /Campaign_Query_Rule_Interval.ContactsAttempted

Customers Answered: Dialer Aband

The percentage of contacts/attempts in the half hour interval abandoned by the dialer because of non availability of the agents and "Abandon to IVR" was not configured.

Derived from: Campaign_Query_Rule_Interval. AbandonDetect/Campaign_Query_Rule_Interval.ContactsAttempted

Note This column is calculated as a percentage of all attempts because all the remaining numbers are represented in percentage only. These columns always add to 100%.

Customers Answered: Aband to IVR

The percentage of attempts that were sent to IVR (or another dialed number) for treatment after the dialer reached a contact and no agent was available to take the call.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR/Campaign_Query_Rule_Interval.ContactsAttempted

Customers Answered: Call back

The percentage of call backs requested by the customer and the campaign is not configured for personal callback.

Derived from: Campaign_Query_Rule_Interval.CallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customers Answered: Personal Call back

The percentage of call backs scheduled and requested by the customer and the campaign was configured for personal callback.

Derived from: Campaign_Query_Rule_Interval.PersonalCallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customers Answered: Customers Not Home

The percentage of contacts in the half hour interval where the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Interval.CustomersNotHomeCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customers Answered: Wrong Number

The percentage of contacts in the half hour interval where the party answering the phone indicated the customer didn't live there.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customers Answered: Customer Aband

The percentage of contacts in the half hour interval where the customer hung-up immediately after being connected to an agent.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customers Did Not Answer: Answering Machine

The percentage of contacts in the half hour interval that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval. AnsweringMachineDetectToHal/ Campaign_Query_Rule_Interval.ContactsAttempted

Customers Did Not Answer: No Answer

The percentage of contacts in the half hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval. NoAnswerDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customers Did Not Answer: Busy

The percentage of contacts in the half hour interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval. BusyDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customers Did Not Answer: Canceled

The percentage of contacts in the half hour interval where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Problem: SIT Tone

The number of contacts in the half hour interval that detected a Special Information Tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Problem: No Dialtone

The number of contacts in the half hour interval that did not detect a dialtone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Problem: Fax

The number of contacts in the half hour interval that detected a fax machine.

Derived from: Campaign_Query_Rule_Interval.FaxDetect

Problem: Network Error

The number of contacts that encountered one of the following problems:
  • No Ringback from network when dial attempted
  • Network disconnected while alerting
  • Low Energy ("or dead air") call detected by the dialer.

Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect