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 |
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Campaign |
Name of the agent outbound campaign. |
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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. |
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Contacts—Attempted |
Number of attempted outbound contacts. Summary info—Sum of the records in this column. |
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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. |
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Contacts—% Attempted |
Percentage of attempted outbound calls. Attempted % = (Attempted / Total Contacts) * 100 Summary info—Overall attempted percentage. |
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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. |
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Calls—Answering Machine |
Number of outbound calls that reach an answering machine. Summary info—Sum of the records in this column. |
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Calls—Invalid |
Number of outbound calls that reach an invalid number. Summary info—Sum of the records in this column. |
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Calls—Fax/Modem |
Number of outbound calls that reach a fax or modem. Summary info—Sum of the records in this column. |
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Calls—No Answer |
Number of outbound calls that are not answered. Summary info—Sum of the records in this column. |
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Calls—Busy |
Number of outbound calls that receive a busy signal. Summary info—Sum of the records in this column. |
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Calls—Failed |
Number of outbound calls that failed. Summary info—Sum of the records in this column. |
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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. |
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Calls—System Abandoned |
Number of outbound calls that are abandoned by the system. Summary info—Sum of the records in this column. |
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Calls—Requested Callback |
Number of calls that are marked for callback.
Summary info—Sum of the records in this column. |
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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. |
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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 |
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Campaign List |
Displays the list of agent-based outbound campaigns. |
Grouping Criteria
Data is grouped by the following field:
Field |
Result |
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Campaign |
Sorts data by campaign name. |