Real Time Report Type

Telephony Outcome

The Telephony Outcome Widget shows the number of contacts dialed for each telephony outcome. Hover the mouse over the chart to see the count of calls for specific telephony Outcomes. Use the context menu to download the chart in any of the options. In the minimized view, outcomes with minimal percentage may be hidden. To view all outcomes, zoom to full screen.

Business Outcome

The Business Outcome widget shows the number of contacts dialed for each business outcome. Hover the mouse over the chart to see the count of calls for specific business outcomes. Use the context menu to download the chart in any of the options.

Campaign-wise Contact vs Agent Available

Campaign-wise Contact vs Agent Available shows the number of contacts and agents for all campaigns on the application. The left axis shows the number of contacts, the right axis shows the number of agents, and the horizontal axis shows the campaigns. Hover the mouse over the chart to see the count of contacts and agents for specific campaigns. Use the context menu to download the chart in any of the options.

Contact Status

Contact Status widget shows the status of contacts for selected filter criteria in real time. This widget shows the number of contacts in each state in real time. The campaigns are listed on the X axis and the number of contacts on the Y axis. Hover the mouse over the chart to see the count for the specific contact status. Click any status on the bottom right of the widget to remove the contacts associated with that state from the widget. Toggle to restore the data. Use the context menu to download the chart in any of the options.

Contact Success Ratio Campaign wise

Contact Success Ratio shows the ratio of success outcomes vis-à-vis the contacts dialed to the campaign. The widget shows the number of Contacts on the X axis and the Success Ratio on the Y axis. Hover the mouse over the chart to see the success ratio for a specific campaign. Click any campaign on the bottom right of the widget to remove the contacts associated with that state from the widget. Toggle to restore the data. Use the context menu to download the chart in any of the options.

Campaign Target Achieved

Campaign Target shows the target achieved by agents for each campaign. Hover the mouse over the chart to see the target achieved for a campaign. Use the context menu to download the chart in any of the options.

Contact Strategy

Contact Strategy shows the details of outcomes both business and telephony for contact strategies used, as per the filter criteria.

This widget shows the number of contacts for both Telephony and Business Outcomes. The data shown in the chart can be drilled down further.

Example: Click Telephony Outcome to see the number of contacts for each Telephony Outcome.

To revert to original report, click Back to Outcome.

From the outcome chart, click any outcome to get the number of contacts for each Contact Strategy that throws up this outcome.

To revert to the previous screen, click Back to Telephony Outcome. From the Contact Strategy chart, click any Contact Strategy to drill down to the Modes within the contact strategy that contribute to this outcome.

Contact Selection Strategy

Contact Selection Strategy shows the details of outcome both business and telephony for contact selection strategies used, as per filter criteria.

This widget shows the number of contacts for both Telephony and Business Outcomes. The data shown in the chart can be drilled down further to see more minute details.

From the outcome chart, click any outcome to get the number of contacts for each Contact Selection Strategy that throws up this outcome.

To revert to the previous screen, click Back to Telephony Outcome.

From the Contact Selection Strategy chart, click any Contact Selection Strategy to drill down to the Contact Selection Strategies that contribute to this outcome.

Calls dialed for Specific Modes

Calls dialed for Specific Modes shows the count of calls dialed for each Mode for chosen period. The widget shows the data in a spider graph. Hover the mouse over the chart to see the number of calls dialed a specific mode. Use the context menu to download the chart in any of the options.

Campaign wise Delivered Contacts

Campaign wise Delivered Contacts shows the number of contacts delivered to each campaign. This widget shows the number of contacts delivered to the dialer, for each campaign. Hover the mouse over the chart to see the number of contacts delivered for a specific campaign. The X axis shows the number of contacts and the Y axis shows the campaigns. Use the context menu to download the chart in any of the options. The data visible within the application is exported. If the data is masked within the application, it is also masked in the exported sheet.

The information contained in this widget is also presented in a grid and it contains details for each contact delivered from the application to the Cisco CCE dialer.

Agent State

This widget displays the details of the activity state of the agents.

Real Time Statistics

This widget contains the snapshots that provide a live, high-level, 360-degree view of the application.

It displays application-wide number of active campaigns. This also shows the number for campaigns in Total, Inactive, and Elapsed categories.

The total number of contacts uploaded to the application across all campaigns. This also shows a Break up of Open, Fresh (yet to be dialed), Schedule, Closed, and Other contacts.

The total number of uploaded contacts, including how many Success, Failure, and Duplicate contacts.

The total number of agents and agents in different state, such as InCall, Idle, Not Ready, ACW, and Preview.

It displays the Connect Ratio, Success Ratio, Attempt Ratio, Attempt Connect Ratio, Abandon Ratio, and Average Handle Time.

Delivered Contact

This widget displays the number of contacts delivered to the dialer.

Fields

The report displays the following fields: