700 Outbound Campaign Detail
Definition
This report shows Outbound Dialer key data on a historical base per call and sequence. It includes reservation calls, dialer calls, customer calls and callbacks. Based on this report you can do a call based reporting over all connections and dial modes.
Main data sources: Termination_Call_Detail and Dialer_Detail
Screenshots
Field description
| Field name | Description |
|---|---|
| StartDateTime | Date and start time of the call |
| IntervalDateTime | Date and start time of the 15 minutes interval of the call |
| Date | Date of the call |
| IntervalTime | Start time of the 15 minutes interval of the call |
| IntervalTimeString | Start time of the 15 minutes interval of the call as string based on database time (without timezone offset) |
| CampaignID | ID of dialer campaign (0 if PersonalCallback, 1 if no campaign present) |
| CampaignName | Configured name of dialer campaign (PersonalCallback or CampaignDefault if no campaign present) |
| CallLeg | Type of call: "Reservation" or "Customer" |
| Mode | Mode for the call with the following possible values: Preview, Direct Preview, Predictive/Progressive, Campaign Callback, Personal Callback, IVR Campaign |
| Result | Result in text, how the call ended with the following possible values: Rejected, Closed, Accepted (for Reservations), RightParty, CallbackRequest, NotHome, WrongNumber (for Customer Calls Handled), Abandoned, Invalid (for remaining Customer Calls) |
| BAStatus | OutboundVariable: Type of an outbound call based on dialing mode |
| DialingMode | On dialer call leg only: Mode value based on Dialer_Detail table definition |
| PeripheralCallType | Type of call for sequence, e.g. 17 = Preview/Callback Customer Call (see Cisco Schema Help) |
| BAResponse | OutboundVariable: Interaction of CTI-Desktop with an outbound call (Reject, Skip, Accept, Customer Call Handling) |
| CallDisposition | Result how the call ended for the sequence, e.g. 28 = Blind Transfer (see Cisco Schema Help) |
| CallDispositionFlag | Detailed result how the call ended for the sequence, e.g. 1 = Handled (see Cisco Schema Help) |
| CallResult | On dialer call leg only: Result code for the call based on Dialer_Detail table definition |
| CallStatusZone1 | On dialer call leg only: Status (outcome) of a contact after calling for zone 1 |
| CallStatusZone2 | On dialer call leg only: Status (outcome) of a contact after calling for zone 2 |
| ZoneIndex | On dialer call leg only: Note about which zone was active (0 = Zone 1, 1 = Zone 2, NULL also for Callback) |
| CallbackPhone | On dialer call leg only: Phone number that was set for the Callback |
| CallbackDateTime | On dialer call leg only: Timestamp that was set for the Callback |
| WrapupData | Call classification which was set by the agent in the wrap-up |
| AgentID | ID of agent |
| AgentFirstName | First name of agent |
| AgentLastName | Surname of agent |
| AgentName | Full name of agent (combination of surname and first name) |
| AgentPeripheralNumber | Login name of agent (PeripheralNumber) |
| AgentLoginName | Login name of agent (LoginName) |
| AgentEnterpriseName | EnterpriseName of agent |
| AgentInstrument | Telephone number of agent telephone |
| TeamID | ID of agent team (optional) |
| TeamName | Name of agent team (optional) |
| CallTypeID | ID of call type (only available for reservation call) |
| CallTypeName | Name of call type |
| SkillGroupID | ID of the skill group (queue) from which the contact was assigned. |
| SkillGroupName | Name of the skill group (queue) from which the contact was assigned. |
| ddAccountNumber | On dialer call leg only: Account number of a contact |
| FirstName | On dialer call leg only: First name of the contact |
| LastName | On dialer call leg only: Last name of the contact |
| Phone | On dialer call leg only: Called number of the contact |
| ImportRuleDateTime | On dialer call leg only: Timestamp of when the contact was loaded into the dialer |
| ReservationCallDuration | On dialer call leg only: Time in seconds which the agent was reserved for the contact |
| PreviewTime | On dialer call leg only: Time in seconds the agent spend in Preview/Direct Preview mode to accept, skip, or reject a contact before the reservation started (like ringing state) |
| WaitTime | Waiting time in seconds for reserving agents or calling customers until they answer |
| AnswerDateTime | Date and start time when the reservation call or the customer call was answered (empty if not answered) |
| HandleTime | Total handling time of the call in seconds from answering to end of wrap-up |
| TalkTime | Time in seconds which the call is active at the agent (call duration without hold time) |
| HoldTime | Time in seconds which the call is on hold at the agent (e.g. for queries) |
| WrapupTime | Time in seconds which the call is in the wrap-up stage at the agent (after active task until agent is available again) |
| EndDateTime | Date and end time of the sequence (IVR sequence overlaps with the agent sequence until the call is answered) |
| Reservation | 1 if reservation of an agent |
| ReservationRejected | 1 if reservation rejected and deferred by the agent |
| ReservationClosed | 1 if reservation rejected and contact closed by the agent |
| ReservationAccepted | 1 if reservation accepted by the agent (also in case of Auto-Accepted in Predictive and Progressive Mode) |
| Customer | 1 if customer called on it's number (corresponds to Attempts) |
| CustomerHandled | 1 if customer call answered by any person |
| CustRightParty | 1 if customer call answered by the right person |
| CustCallbackRequest | 1 if customer call answered by any person and callback requested (mistimed or right person not available) |
| CustNotHome | 1 if customer call answered by a wrong person but on correct number |
| CustWrongNumber | 1 if customer call answered by a wrong person because of wrong number |
| CustomerAbandoned | 1 if customer call aborted by the agent or dialer because not successful (VoiceMail, Busy, NoAnswer, NoAgents) |
| CustomerInvalid | 1 if customer call not possible due to invalid number (Fax, NoDialTone, NoRingBack) |
| CallbackExecution | 1 if the reservation or customer call is a matter of a callback (Regular or Personal Callback) |
| RecoveryKey | Unique idendity of call segment within UCCE (row), can be used to join ECC-variables |
| ResRecoveryKey | On Customer Call only: RecoveryKey of corresponding agent reservation call, can be used to join reservation- and customer call |
| ANI | Telephone number of the caller for the sequence (based on dialing mode) |
| DigitsDialed | Dialed telephone number of the sequence |
| CED | Caller Entered Digits - System-Variable including information if reservation call or call back |
| QueryRuleID | On dialer call leg only: ID of query rule that was used to import contacts of a dialer campaign |
| DialingListID | On dialer call leg only: ID of dialer list where the contact was loaded from (combination of CampaignID and QueryRuleID) |
| BACampaign | OutboundVariable: Used name of dialer campaign |
| BADialedListID | OutboundVariable: ID of Dialing_List table where the contact was loaded from |
| BAAccountNumber | OutboundVariable: Account number of the contact |
| BABuddyName | OutboundVariable: Concatenated last name, first name of the contact |
| Variable1 | Content of CallVariable 1 |
| Variable2 | Content of CallVariable 2 |
| Variable3 | Content of CallVariable 3 |
| Variable4 | Content of CallVariable 4 |
| Variable5 | Content of CallVariable 5 |
| Variable6 | Content of CallVariable 6 |
| Variable7 | Content of CallVariable 7 |
| Variable8 | Content of CallVariable 8 |
| Variable9 | Content of CallVariable 9 |
| Variable10 | Content of CallVariable 10 |