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.
For abandoned Dialer calls which were not presented to an agent, there are no TCD information or OutboundVariables, resulting in some of the fields being empty.
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 |