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Control Operator - Contact Attempt
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Control Operator - Contact Attempt
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Note:
This is applicable only for Genesys.
The Control Operator report lists the details of control agents and their activities. It provides details such as when a contact was presented to the Control Agent for manual dialing, when the Control Agent accepted the contact, and when it was sent to the dialer.
To view report:
Select the Time Period from Today, Yesterday, This Week, This Month and Custom. If you select Custom, select the Start Date and End Date.
Note:
The database is updated at 15-minute intervals, at -00 -15, -30, -45 every hour. If you select any in-between time (say 3:35pm) as the To date for your Summary report, the populated report does not contain data for the time 3:30:01 to 3:44:59 (in HH:MM:SS).
Select the Filter Criteria. For more information, see Report Filter Criteria.
Select the appropriate Campaigns from Campaign list or click Select All.
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.
Fields
Report displays the following parameters:
Fields | Description |
|---|---|
CampaignID | Campaign ID for which the report is generated. |
ListID | List ID to which this data belongs. |
ContactID | Number of attempts to which the details in this entry pertain. For example, 1 indicates the details pertaining to the first attempt and 2 indicates the details pertaining to the second attempt. |
Contact Number | Contact number that is dialed. |
LCMKey | It is a unique ID to identify a call attempt for a contact. |
Control Agent | Name of the control agent. |
Presented Time | Date and time when a control agent receives a call. |
Accepted Time | Date and time when a control agent accepts a call. |
Sent to Dialer Time | Date and time when a call is sent to the dialer after accepting a call. |
Accepted Duration (ms) | The duration, in milliseconds, the call was in ringing state. It is the difference between Presented Time and Accepted Time. |
Sent Duration (ms) | The duration of a call delivered to the dialer. It is in milliseconds. It is the difference between Accepted Time and Sent to Dialer Time. |
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