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: annual, monthly, and daily. The reports have a similar structure and data content. Only the reported time intervals are different. The 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. The 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 reports include 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 System Configurator as one of the campaign attributes
Campaign Information	Customers (Total)	Total number of customers The number may change during the 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 with formula: Total waiting time / Allocated calls (/customers)
	Preview (Total)	Total previewing time
	Preview (Avg.)	Average waiting time Calculated with 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 with formula: Total call access time / dialled calls
	Talking (Total)	Total talking time
	Talking (Avg.)	Average talking time Calculated with 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