UCCX 9 CUIC Preview Outbound Campaign Summary Report

Version 1
    This document was generated from CDN thread

    Created by: KARL BELTER on 12-12-2013 11:11:27 AM
    UCCX 9 with CUIC reporting.  Running stock "Preview Outbound Campaign Summary" report.  Have referred to Cisco documents and coworkers already.  Looking for better understanding of what each column in the report means.

    Have site using Preview Outbound Campaign for doing callback requests for their customers.  When we run the report, based upon the Cisco documentation, we cannot make the math add up.  Site is concerned that they are not calling customers back.  Here is a sample report:
    CampaignTotalAvailableAttempt% AttemptAccepted Rejected  Closed Voice  Answering  MachineFax/Modem  InvalidRequested Call BackNot HomeWrong NumberDo Not CallBusy
    CallbackEnglish130187671072079120600023
    CallbackSpanish 511316140002930500000
     1812118 147201081501100023
    So looking at this report it looks like we had 130 contacts added to the English campaign.  First why do we have such low Attempt?  It looks like we only tried 87 contacts?  But then I would expect that we had more than 1 available.

    If I try to add up the remaining columns, including Accepted then I get way more than 130.  Or if I try 2+0+79+12+0+6+0+0+0+2+3=104 which does not match Total or Attempted or Accepted.  If anyone has a better understanding of what this report is showing, me and my customer would greatly appreciate it.

    Subject: Re: New Message from KARL BELTER in Contact Center Reporting (CCR) - Contac
    Replied by: Steven Pawlak on 12-12-2013 12:08:15 PM
    Karl,

    Something looks wrong.

    Talking about English line only.

    There was 130 contacts in the campaign, yet only 1 was available to be dialed due to the rules and such. Yet the system dialed out 87 attempts.

    Of the 130 contacts, where only 1 was suppose to be available, when presented with the contacts the agents Accepted 107 of them and Rejected 2 of them. None of the contacts were closed. That is 109 of 130 which can be ok since the campaigns do not always dial to completion in the time allotted.

    So far we have 107 accepted out of 130. Yet only 87 of the 107 were attempted. Why is it not 107 attempts????

    The last set of columns tell you what the Attempted calls disposition was. 79 were answered by a human, 12 were an answering machine, 6 were bad numbers, 2 asked for Do no Call, and 3 numbers were busy. That is only 102, where are the other 5 (107-102) or why are we over by 15 (102-87)


    I would try a test campaign of 5 numbers, you and your coworkers, and see how that campaign turns out. If the numbers still do not make sense, look for a bug or contact TAC and have them explain.

    Steven Pawlak
    Consulting Engineer - Contact Center | CDW
    120 S. Riverside Plaza, Chicago, IL 60606
    Mobile: 312.493.1279


    From: Cisco Developer Community Forums <cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>>
    Reply-To: "cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>" <cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>>
    Date: Thursday, December 12, 2013 11:12 AM
    To: "cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>" <cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>>
    Subject: New Message from KARL BELTER in Contact Center Reporting (CCR) - Contact Center Reporting: UCCX 9 CUIC Preview Outbound Campaign Summary Report

    KARL BELTER has created a new message in the forum "Contact Center Reporting": -------------------------------------------------------------- UCCX 9 with CUIC reporting.  Running stock "Preview Outbound Campaign Summary" report.  Have referred to Cisco documents and coworkers already.  Looking for better understanding of what each column in the report means.

    Have site using Preview Outbound Campaign for doing callback requests for their customers.  When we run the report, based upon the Cisco documentation, we cannot make the math add up.  Site is concerned that they are not calling customers back.  Here is a sample report:
    Campaign        Total   Available       Attempt % Attempt       Accepted         Rejected       Closed   Voice    Answering  Machine    Fax/Modem       Invalid Requested Call Back     Not Home        Wrong Number    Do Not Call     Busy
    CallbackEnglish 130     1       87      67      107     2       0       79      12      0       6       0       0       0       2       3
    CallbackSpanish  51     1       31      61      40      0       0       29      3       0       5       0       0       0       0       0
            181     2       118             147     2       0       108     15      0       11      0       0       0       2       3
    So looking at this report it looks like we had 130 contacts added to the English campaign.  First why do we have such low Attempt?  It looks like we only tried 87 contacts?  But then I would expect that we had more than 1 available.

    If I try to add up the remaining columns, including Accepted then I get way more than 130.  Or if I try 2+0+79+12+0+6+0+0+0+2+3=104 which does not match Total or Attempted or Accepted.  If anyone has a better understanding of what this report is showing, me and my customer would greatly appreciate it.
    --
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