Preface

Change History

This table lists changes made to this guide. Most recent changes appear at the top.

Change

Refer

Date

Initial Release of the Document

December 2020

New historical report added

Callback Trace Report

New 2-Way SMS reports added

2-Way SMS Reports

About this Guide

This guide describes how to access and configure the reports available in the Cisco Webex Contact Center Campaign Manager modules and how to schedule real-time and historical reports to be sent out periodically to specified recipients.

The chapters in this guide provide the following information:

RealTime Reports describes contact center data that can be viewed in real time as campaigns are running. You can use the comprehensive filter criteria to drill down from a macro view to the micro level of a contact, call, or agent.

Historical Reports describes reports generated from past data up to the immediate preceding 15-minute interval. These reports are populated based on the filter criteria that you choose and can either be viewed or saved in a comma-separated value (csv) format.

Schedule Report describes how to schedule selected real-time and historical reports to be periodically sent by email to specified recipients.

Other Reports describes the Call Guide reports available in the Campaign Manager Script Designer module and the License reports available in the License module.

Audience

This guide is intended for administrators and personnel who use Campaign Manager to configure and manage outbound campaigns.

Conventions

This guide uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • For emphasis. Example: Do not use the numerical naming convention.

  • An argument for which you must supply values.

    Example:

    IF (condition, true-value, false-value)

  • A book title. Example:

    See the Cisco Webex Contact Center Getting Started Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or information that the system displays. Example:

    <html><title> Cisco Systems,Inc. </title></html>

  • File names. Example: tserver.properties.

  • Directory paths. Example:

    C:\Program Files\Adobe

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