Outbound Reports

Agent Outbound Campaign Summary Report

The Agent Outbound Campaign Summary Report provides call statistics for agent-based progressive and predictive outbound campaigns.


Note

The report displays data only for the campaigns for which at least one contact is dialed out in the selected time range.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Campaign

Name of the agent outbound campaign.

Contacts—Total

Total number of contacts that are imported for the campaign. The number of contacts include all the contacts that were imported at the time the report is generated and is independent of the end date that you choose when you generated the report.

Contacts—Total = Imported contacts in the campaign that are yet to be dialed out (including the contacts that are marked for retry or callback) + Contacts that are deleted from the start date + Contacts that are closed by the system from the day before the start date (either the contacts are dialed out successfully or the maximum number of attempts are made to dial the contact).

Summary info—Sum of the records in this column.

Contacts—Attempted

Number of attempted outbound contacts.

Summary info—Sum of the records in this column.

Contacts—Remaining

Number of contacts that are yet to be dialed out including the contacts that are marked for retry, callback, and the contacts that will never be dialed out as they are deleted from the campaign after importing.

The contacts include data till the time the report is generated and is independent of the end date that is chosen while generating the report.

If there are no contacts that are to be retried or called back, then Total contacts = Attempted contacts + Remaining contacts.

Summary info—Sum of the records in this column.

Contacts—% Attempted

Percentage of attempted outbound calls.

Attempted % = (Attempted / Total Contacts) * 100

Summary info—Overall attempted percentage.

Calls—Voice

Number of outbound calls that are detected as live voice and connected to the IVR trigger.

Summary info—Sum of the records in this column.

Calls—Answering Machine

Number of outbound calls that reach an answering machine.

Summary info—Sum of the records in this column.

Calls—Invalid

Number of outbound calls that reach an invalid number.

Summary info—Sum of the records in this column.

Calls—Fax/Modem

Number of outbound calls that reach a fax or modem.

Summary info—Sum of the records in this column.

Calls—No Answer

Number of outbound calls that are not answered.

Summary info—Sum of the records in this column.

Calls—Busy

Number of outbound calls that receive a busy signal.

Summary info—Sum of the records in this column.

Calls—Failed

Number of outbound calls that failed.

Summary info—Sum of the records in this column.

Calls—Customer/Agent Abandoned

Number of outbound calls that are considered abandoned, since the call was disconnected either by the customer or agent within the Abandoned Call Wait Time that is configured in the Unified CCX Application Administration web interface.

Summary info—Sum of the records in this column.

Calls—System Abandoned

Number of outbound calls that are abandoned by the system.

Summary info—Sum of the records in this column.

Calls—Requested Callback

Number of calls that are marked for callback.

Note 
A call that is accepted by the agent, marked for callback, later routed to and accepted by another agent (at the callback time), and again marked for callback is counted twice toward the number of callback calls.

Summary info—Sum of the records in this column.

Talk Time—Avg

Average time in HH:MM:SS that the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice.

Talk Time—Max

Longest time in HH:MM:SS that the agent spends talking on an outbound call for the campaign. Duration of all calls that are Agent Accepted and classified as Voice.

Summary info—Maximum value in this column.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign List

Displays the list of agent-based outbound campaigns.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Campaign

Sorts data by campaign name.

Agent Outbound CCDR Report

The Agent Outbound CCDR Report provides progressive and predictive agent outbound call-related information, which is stored in the Unified CCX database. This report provides information for each leg of a call.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Node ID-Session ID-Sequence Number

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Start Time

Date and time the call starts.

End Time

Date and time the call is disconnected or transferred.

Contact Disposition

Disposition of a call.

To view the list of contact disposition and their descriptions, see Contact Disposition.

Originator—Type

Originator of the call.

To view the list of originator numbers and their descriptions, see Originator Telephone Number / Originator DN and Originator Type.

Originator—ID

Login ID of the agent. This field is populated only if Originator—Type is 1. This field is populated only if the call is transferred from the script to an agent.

Originator—Directory Number

Originator's telephone number.

Destination—Type

Destination of the call.

To view the list of destination numbers and their descriptions, see Destination Telephone Number / Destination DN and Destination Type.

Destination—ID

Login ID of the agent. This field is populated only if Destination—Type is 1.This field is blank unless the call is made to a extension where the agent is logged in.

Destination—Directory Number

Destination telephone number.

Call Status

Status of the contact that was imported to dial out an outbound call. The call status value is updated with the most recent status of the contact.

To view the list of call status and their descriptions, see Call Status.

Call Result

Call result value for the outbound call. The call result value is updated for each call that was placed for an outbound contact.

To view the list of call results and their descriptions, see Call Result.

Campaign Name

Name of the agent outbound campaign.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign Name

Displays the list of agent-based outbound campaigns.

Grouping Criteria

None

Agent Outbound Half Hourly Report

The Agent Outbound Half Hourly Report provides information about progressive and predictive agent outbound calls for every half hour in the time range when the campaign is active.


Note
The campaign may stop few seconds after the specified End Time. Therefore, the report may provide information for an additional half hour interval. This half hour interval has information for the outbound calls that are dialed out before the campaign End Time, response for which is received after the campaign End Time.

Charts

The following chart is available:

Chart Name

Description

Total Attempted, Abandoned, Voice Calls by Campaign

Number of attempted calls, abandoned calls, and voice calls for a campaign.

Fields

The report includes a table that describes the following information:

Field

Description

Campaign Name

Name of the agent outbound campaign for which the data is recorded.

Start Time

Start date and time of the interval.

End Time

End date and time of the interval.

Total Attempted Calls

Number of attempted calls.

Summary info—Sum of the records in this column.

Total Live Voice Calls

Number of voice calls.

Summary info—Sum of the records in this column.

Total Abandoned Calls

Number of system abandoned calls.

Summary info—Sum of the records in this column.

Lines Per Agent

Displays the LPA (Lines Per Agent) value for a campaign at the end of the half hour interval. For Progressive campaigns, the LPA value is configured through the Unified CCX Application Administration web interface. For Predictive campaigns, the LPA value is calculated by the predictive algorithm.

Abandoned Rate

Call abandon rate since the statistics were last reset.

Abandon rate = (Abandoned / Voice + Abandoned) x 100

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign Name

Displays half-hourly information for the specified progressive or predictive campaigns.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Campaign

Sorts data by campaign name.

IVR Outbound Campaign Summary Report

The IVR Outbound Campaign Summary Report presents call statistics for each outbound Interactive Voice Response (IVR) campaign. This report displays the call summary for progressive and predictive outbound campaigns.


Note

The report displays data only for the campaigns for which at least one contact is dialed out in the selected time range.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Campaign

Name of the outbound IVR campaign.

Contacts—Total

Total number of contacts that are imported for the campaign. The number of contacts include all the contacts that were imported at the time the report is generated and is independent of the end date that you choose when you generated the report.

Contacts—Total = Imported contacts in the campaign that are yet to be dialed out (including the contacts that are marked for retry or callback) + Contacts that are deleted from the start date + Contacts that are closed by the system from the day before the start date (either the contacts are dialed out successfully or the maximum number of attempts are made to dial the contact).

Summary info—Sum of the records in this column.

Contacts—Attempted

Number of attempted outbound IVR contacts.

Summary info—Sum of the records in this column.

Contacts—Remaining

Number of contacts that are yet to be dialed out including the contacts that are marked for retry, callback, and the contacts that will never be dialed out as they are deleted from the campaign after importing.

The contacts include data till the time the report is generated and is independent of the end date that is chosen while generating the report.

If there are no contacts that are to be retried or called back, then Total contacts = Attempted contacts + Remaining contacts.

Summary info—Sum of the records in this column.

Contacts—% Attempted

Percentage of attempted outbound IVR calls.

Attempted % = (Attempted / Total Contacts) * 100

Summary info—Overall attempted percentage

Calls—Voice

Number of outbound calls that are detected as live voice and connected to the IVR trigger.

Summary info—Sum of the records in this column.

Calls—Answering Machine

Number of outbound IVR calls that reach an answering machine.

Summary info—Sum of the records in this column.

Calls—Invalid

Number of outbound IVR calls that reach an invalid number.

Summary info—Sum of the records in this column.

Calls—Fax/Modem

Number of outbound IVR calls that reach a fax or modem.

Summary info—Sum of the records in this column.

Calls—No Answer

Number of outbound IVR calls that are not answered.

Summary info—Sum of the records in this column.

Calls—Busy

Number of outbound IVR calls that receive a busy signal.

Summary info—Sum of the records in this column.

Calls—Failed

Number of outbound IVR calls that failed.

Summary info—Sum of the records in this column.

Calls—Customer Abandoned

Number of outbound IVR calls that are abandoned by the customer.

Summary info—Sum of the records in this column.

Calls—System Abandoned

Number of outbound IVR calls that are abandoned by the system.

Summary info—Sum of the records in this column.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign List

Displays information for the specified outbound IVR campaigns.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Campaign

Sorts data by campaign name.

IVR Outbound CCDR Report

The IVR Outbound CCDR Report provides Interactive Voice Response (IVR) call-related information, which is stored in the Unified CCX database. This report provides information for each leg of a call.

Transferring an Outbound IVR call to an agent using SelectResource step is not supported in Unified CCX.


Note
Unified CCX does not support the translation or modification of the phone number that is used to dial out the outbound calls. This is due to the voice translation rules that are configured in the gateway. Inconsistent behavior is observed in the Answering Machine Treatment also when the translation rules are configured. You can use either of the below two supported methods to modify a dialed number in the gateway:

  • To remove the initial digits of the phone number use forward-digits or digit-strip in the dial peer configuration.

  • To add a prefix to the phone number use prefix in the dial peer configuration.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description

Node ID-Session ID-Sequence Number

Node ID is the unique numeric ID, which starts from 1, that the system assigns to each Unified CCX server in the cluster.

Session ID is the unique session ID that the system assigns to a call.

Session sequence number is the number that the system assigns to each call leg. The session sequence number increases by 1 for each leg of a call.

Together, these three values uniquely identify an Automatic Call Distribution (ACD) call that is processed by the system.

Start Time

Date and time the call starts.

End Time

Date and time the call is disconnected or transferred.

Contact Disposition

Disposition of a call.

To view the list of contact disposition and their descriptions, see Contact Disposition.

Originator—Type

Originator of the call.

To view the list of originator numbers and their descriptions, see Originator Telephone Number / Originator DN and Originator Type.

Originator—ID

Login ID of the agent. This field is populated only if Originator—Type is 1. This field is populated only if the call is transferred from the script to an agent.

Originator Directory Number

Originator's telephone number.

Destination—Type

Destination of the call.

To view the list of destination numbers and their descriptions, see Destination Telephone Number / Destination DN and Destination Type.

Destination—ID

Login ID of the agent. This field is populated only if Destination—Type is 1. This field is blank unless the call is made to a extension where the agent is logged in.

Destination—Directory Number

Destination telephone number.

Trigger Directory Number

Number that is dialed by the outbound IVR dialer. It can be either a route point number or the dialed telephone number.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

Call Status

Status of the contact that was imported to dial out an outbound call. The call status value is updated with the most recent status of the contact.

To view the list of call status and their descriptions, see Call Status.

Call Result

Call result value for the outbound call. The call result value is updated for each call that was placed for an outbound contact.

To view the list of call results and their descriptions, see Call Result.

Campaign Name

Name of the IVR outbound campaign.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign List

Displays the list of IVR-based outbound campaigns.

Grouping Criteria

None

IVR Outbound Half Hourly Report

The IVR Outbound Half Hourly Report provides information about the progressive and predictive outbound Interactive Voice Response (IVR) calls for every half hour in the time range when the campaign is active.


Note
The campaign may stop few seconds after the specified End Time. Therefore, the report may provide information for an additional half hour interval. This half hour interval has information for the outbound calls that are dialed out before the campaign End Time, response for which is received after the campaign End Time.

Charts

The following chart is available:

Chart Name

Description

Total Attempted, Abandoned, Voice Calls by Campaign

Number of attempted calls, abandoned calls, and voice calls for a campaign.

Fields

The report includes a table that displays the following information:

Field

Description

Campaign Name

Name of the IVR outbound campaign for which the data is recorded.

Start Time

Start date and time of the interval.

End Time

End date and time of the interval.

Total Attempted Calls

Number of attempted calls.

Summary info—Sum of the records in this column.

Total Live Voice Calls

Number of voice calls.

Summary info—Sum of the records in this column.

Total Abandoned Calls

Number of abandoned calls.

Summary info—Sum of the records in this column.

Lines Per Port

Displays the LPP (Lines Per Port) value for a campaign at the end of the half hour interval. For Progressive campaigns, the LPP value is configured through the Unified CCX Application Administration web interface. For Predictive campaigns, the LPP value is calculated by the predictive algorithm.

Abandoned Rate

Call abandon rate since the statistics were last reset.

Abandon rate = (Abandoned / Voice + Abandoned) x 100

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign Name

Displays half-hourly information for the specified progressive or predictive campaigns.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Campaign

Sorts data by campaign name.

Outbound Agent Detail Performance Report

The Outbound Agent Detail Performance Report provides detailed statistics for each agent by campaign (progressive and predictive). The report also provides the total call details, campaign call details for each agent, and a summary row of the call details for each agent for all agent-based progressive and predictive campaigns. This report is available with the Outbound feature.

Charts

The following chart is available:

Chart Name

Description

Calls Transferred By Campaign And Agent

Displays the number of calls that are transferred by each agent for a campaign.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Campaign

Name of the campaign.

RNA

Number of outbound calls that the agent did not answer. Ring-no-answer (RNA).

Summary info—Sum of the records in this column.

Transfer

Number of outbound calls that are transferred from another agent. The other agent dials the outbound call and transfers it to the agent.

Summary info—Sum of the records in this column.

Talk Time—Avg

Average time in HH:MM:SS that the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice.

Talk Time—Max

Longest time in HH:MM:SS that the agent spends talking on an outbound call for the campaign. Calls that are Agent Accepted and classified as Voice are considered.

Filter Criteria

You can filter using any one of the following parameters:

Filter Parameter

Result

Campaign Names

Displays information for the specified campaigns.

Agent Names

Displays information for the specified agents.

Resource Group Names

Displays information for the agents who belong to the specified resource groups.

Skill Names

Displays information for the agents who have the specified skills.

Team Names

Displays information for the agents who belong to the specified teams.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Preview Outbound Agent Detail Performance Report

The Preview Outbound Agent Detail Performance Report presents detailed statistics for each agent by campaign. The report also presents the total call details, campaign call details for each agent, and a summary row of the call details for each agent for all preview outbound campaigns. This report is available with the Outbound feature.

Charts

The following chart is available:

Chart Name

Description

Calls Accepted By Campaign And Agent

Displays the number of calls that are accepted by each agent for a campaign.

Fields

The report includes a table that displays the following information:

Field

Description

Agent Name

First name and last name of the agent.

Campaign

Name of the campaign.

Offered

Number of outbound calls that are offered to the agent.

Summary info—Sum of the records in this column.

Accepted

Total number of outbound calls that are accepted by the agent.

Summary info—Sum of the records in this column.

Rejected

Number of outbound calls that are rejected by the agent.

Summary info—Sum of the records in this column.

Closed

Number of outbound contacts that are closed by the agent.

Summary info—Sum of the records in this column.

RNA

Number of outbound calls the agent did not answer. Ring-no-answer (RNA).

Summary info—Sum of the records in this column.

Transfer

Number of outbound calls that are transferred from another agent. The agent did not dial an outbound call; the other agent dials the outbound call and transfers it to the agent.

Summary info—Sum of the records in this column.

Talk Time—Avg

Average time in HH:MM:SS the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice.

Talk Time—Max

Longest time in HH:MM:SS the agent spends talking on an outbound call for the campaign. Calls that are Agent Accepted and classified as Voice are considered.

Filter Criteria

You can filter using any one of the following parameters:

Filter Parameter

Result

Campaign Names

Displays information for the specified campaigns.

Agent Names

Displays information for the specified agents.

Resource Group Names

Displays information for the agents who belong to the specified resource groups.

Skill Names

Displays information for the agents who have the specified skills.

Team Names

Displays information for the agents who belong to the specified teams.

Grouping Criteria

Data is grouped by the following field:

Field

Result

Agent Name

Sorts data by agent name.

Preview Outbound Campaign Summary Report

The Preview Outbound Campaign Summary Report presents call summary statistics for each campaign. This report is available with the Unified Outbound Preview Dialer (Outbound) feature.

Charts

The following chart is available:

Chart Name

Description

Calls Accepted, Rejected, Closed by Campaign

Displays the number of calls that are accepted, rejected, or closed for a campaign.

Fields

The report includes a table that displays the following information:

Field

Description

Campaign

Name of the campaign.

Total

Total number of contacts that are imported for the campaign. The number of contacts include all the contacts that were imported at the time the report is generated and is independent of the end date that you choose when you generated the report.

Contacts—Total = Imported contacts in the campaign that are yet to be dialed out (including the contacts that are marked for retry or callback) + Contacts that are deleted from the start date + Contacts that are closed by the system from the day before the start date (either the contacts are dialed out successfully or the maximum number of attempts are made to dial the contact).

Summary info—Sum of the records in this column.

Available

Number of contacts that are yet to be dialed out including the contacts that are marked for retry, callback, and the contacts that will never be dialed out as they are deleted from the campaign after importing.

The contacts include data till the time the report is generated and is independent of the end date that is chosen while generating the report. If there are no contacts that are to be retried or called back, then Total contacts = Attempted contacts + Available contacts.

Summary info—Sum of the records in this column.

Attempt

Number of outbound contact records that were tried atleast once .

Summary info—Sum of the records in this column.

% Attempt

The percentage of attempted outbound calls.

% Attempt = (Attempted / Total Contacts) x 100

Summary info—Overall percentage

Accepted

Number of outbound calls that are accepted by agents.

Summary info—Sum of the records in this column.

Rejected

Number of outbound calls that are skipped or rejected by agents.

Summary info—Sum of the records in this column.

Closed

Number of outbound contacts that are closed by agents.

Summary info—Sum of the records in this column.

Voice

Number of successful outbound calls.

Summary info—Sum of the records in this column.

Answering Machine

Number of daily outbound calls with a classification of Answering Machine. The agent clicks Accept and selects a classification of Answering Machine for this contact.

Summary info—Sum of the records in this column.

Fax/Modem

Number of outbound calls with a classification of Fax/Modem. The agent clicks Accept and selects a classification of Fax/Modem for this contact.

Summary info—Sum of the records in this column.

Invalid

Number of outbound calls for the day with a classification of Invalid. The agent clicks Accept and selects a classification of Invalid for this contact.

Summary info—Sum of the records in this column.

Requested Callback

Number of calls that are marked for callback.

Note 

A call that is accepted by the agent, marked for callback, later routed to and accepted by another agent (at the callback time), and again marked for callback is counted twice toward the number of callback calls.

Summary info—Sum of the records in this column.

Not Home

Number of outbound contacts where the person who answers the phone is not the customer.

Summary info—Sum of the records in this column.

Wrong Number

Number of outbound contacts where the person who answers the phone indicates that the customer does not live there.

Summary info—Sum of the records in this column.

Busy

Number of outbound calls where the response is a busy signal.

Summary info—Sum of the records in this column.

Talk Time—Avg

Average time in HH:MM:SS the agent spends talking on outbound calls. Duration of all calls that are Agent Accepted and classified as Voice.

Talk Time—Max

Longest time in HH:MM:SS the agent spends talking on an outbound call for the campaign. Duration of all calls that are Agent Accepted and classified as Voice.

Summary info—Maximum value in this column.

Filter Criteria

You can filter using the following parameter:

Filter Parameter

Result

Campaign Names

Displays information for the specified campaigns.

Grouping Criteria

None