Call Outcome
- DarkLight
Call Outcome
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
Call Outcome report shows the number of contacts for each selected Telephony Outcome from the contacts dialed.
Select the Time Period from Today, Yesterday, This Week, This Month and Custom. If you select Custom, select the Start Date and End Date.
Select the Channel type from Voice, SMS or Email.
Select the Outcome Types and Outcomes from the dropdown list.
Select the Filter Criteria. For more information, see Report Filter Criteria.
Click Show Records to populate the report.
Click Export to export the contents of the report into an Excel (xlsx) or CSV file. By default, the report is exported as XLSX. If the Export Mask option within the PII Protection feature is enabled and users can view data in the exported sheet, contact Support Team to mask the data. This requires back-end configurations.
Fields
Following parameters are included in the Call Outcome report:
Fields | Description |
|---|---|
Today | Generates the report for the current date. |
Yesterday | Generates the report for previous day up to midnight. |
This Week | Generates the report from Monday to the current day. |
This Month | Generates the report from the first of the calendar month to the current day. |
Custom | Generates the report for a date range. Select the Start Date and End Date from the calendar controls. |
Channel | Type of communication such as Voice, SMS, or Email. |
Outcome Type | Outcome type. |
Outcome Detail | Lists the contact-wise outcomes for each contact for the selected outcomes and campaigns. |
Outcome Summary | Lists a one-line summary for each outcome for each Campaign. Select the Pivot checkbox. The Pivot checkbox transposes the columns and rows. With the Pivot selected, the report lists the outcomes in rows, the count of outcomes in columns, one column for each selected campaign. |
Pivot option is applicable only if you select Campaigns in the filter criteria, and not for Global Lists or Campaign Groups. | |
Outcome | Outcome from all the configured Telephony outcomes displayed in the dropdown. Use the Select All Outcomes option to select all the outcomes. You can also select multiple outcomes. |
Call Outcome - Detail | |
CampaignGroup | Campaign Group for which the report is rendered. |
CampaignID | Campaign for which the report is rendered. |
ListID | List ID to which this data belongs. |
ContactID | Contact ID for which the outcome is set. |
Outcome | Outcome for this call. |
ParentOutcome | Parent outcome, if any, to which the above outcome is mapped. |
Call_Start_DateTime | Call commencement date and time. |
Call_End_DateTime | Call completion date and time. |
Businessfield1 (1-26) | All configured business fields are listed at one Business Field per column. |
If you select a single campaign, Business Field names are displayed as <BusinessFieldName_BF>; Businessfield1 to Businessfield 26 is displayed if you select multiple campaigns. | |
Mode | Mode on which the call was made. |
Dialed_Number | Number to which the call was made. |
Agent_ID | Agent ID of the agent who handled this call. |
Agent_Name | Name of the agent who handled this call. |
Agent_Login_Name | Agent login name for the agent who handled this call. |
Duration | Call duration, in HH:MM:SS |
Target_Value | Value set by the agent for this call. |
Agent_Comments | Comments entered by the agent for this call. |
Lead Score | Lead score set at the end of the call. |
Callback_DateTime | Callback dial out date and time as set by the agent. |
DiallerReferenceID | This is value of the Call GUID field in the dialer table. |
Contact_Nature | This describes the type of contact such as Fresh, Rescheduled, Normal Callback, Personal Callback, AEM-Fresh, AEM-Rescheduled, AEM-Callback, Fresh-Moment, or AEM-Fresh-Moment. |
Schedule_DeliveryTime | This is the time when agents set the call for fresh contacts. This is the Fresh Contact reschedule time. |
Next_ScheduleTime | This is the time when agents set the call for reschedule contacts. |
Attempt_Number | This is the number of attempts made on the contact as of the report date and time. |
Outcome Summary | |
CampaignID | The unique identifier representing the specific campaign associated with the record. |
GlobalListID | The unique identifier representing the global list for which the report is generated.
|
Outcome(s) | The number of calls with each of these outcomes, with each outcome represented as a separate column. |
Was this article helpful?