Outbound Campaign - Agent Calls

The reports show how agents have served in Outbound call campaigns, and how they have succeeded in handling customers during the campaign. There are 3 reports; the annual, monthly, and daily reports have similar structure and data content, only the reported time intervals are different. Reports are based on the data in the cube CubCSSAgents.

Table 1. Filters
Filter Parameter	Description
Year/Month/Day/	Choose one of the years/months/days available in the time dimension. The default value is defined by the day previous to the current day.
Campaign	Choose the campaign. Note: There is no default value; report is not shown until a campaign has been selected.
Group	Choose the group whose information you are interested in. The default value is All.
Agent	Choose the agent. The default value is All.

The report includes reporting data for the following items:

Table 2. Report Column Descriptions
Column Type	Column	Description
Grouping data	Time unit	Time unit for limiting reporting data.
	Group	List of reporting groups where the agent belongs to.
	Agent	List of agents.
Campaign Information	Campaign Name	Displayed campaign name, defined in the SC as one of the campaign attributes.
Campaign Information	Customers (Total)	Total number of customers. The number may change during campaign.
Campaign Handling Summary	Number of Allocated Customers	Number of customers that are allocated for the specified agent.
	Dialled Calls	Number of campaign calls the agent has made. The formula is Handled – (Skipped + Rejected).
	Answered Calls	Number of Handled calls.
Handling Durations. Durations contain only the time when the agent has been serving in Outbound Campaigns.	Logged On (Total)	Total serving time in Outbound campaigns
	Waiting (Total)	Total waiting time
	Waiting (Avg.)	Average waiting time; calculated from formula: Total waiting time / Allocated calls (/customers)
	Preview (Total)	Total previewing time
	Preview (Avg.)	Average waiting time; calculated from formula: Total preview time / Allocated calls (/customers)
	Calling (Total)	Total call access time. The time that the agent waits for the customer to answer.
	Calling (Avg.)	Average call access time. The time that the agent waits for the customer to answer, calculated from the formula Total call access time / dialled calls.
	Talking (Total)	Total talking time
	Talking (Avg.)	Average talking time; calculated from formula: Total waiting time / Answered calls
	Wrap-Up (Total)	Total wrap-up time .
	Wrap-Up (Avg.)	Average wrap-up time; calculated from formula: Total waiting time / Allocated calls (/customers)
	Pause (Total)	Total pausing time. Since current Outbound-pause functionality log an agent off from Outbound Campaign, agent is not reported at that moment as in Outbound Serving and pause time remains 0. Value reserved for future use.
	Talking Ratio	Ratio of talking to serving time. Calculated with formula: Calling / serving time.