Campaign Call Details

[Emam21]

Hi All,
Would you please any one provide me with docs descripe the meaning of each field in the campaign call details report as am confused.
i have report with this result.
Contacts accepted by agents:2753
Contacts closed by agents:794
Voice Calls made:3135.
can any one interpet to me this records.
how come voice calls made more than contacts accepted by agents?
any one can provide us with docs descripe all outbound reports in details.

Thanks,
Emam21

 

[Utreg]

The 'Contact Center Manager Historical Reporting and Data Dictionary' lists all database items (on which reports are based);

http://support.nortel.com/go/main.jsp?cscat=DOCDETAIL&id=856575&poid=10901

 

[Emam21]

Hi Utreg,
Thanks for your reply but i regret to say that this doc doesn't contain all parameters definiations in this report.for example could you please send calrify to me the defination of(calls accepted by agents-Voice calls made).
as am seeing difference between those numbers.could you please interpret to me this difference.

Thanks,
Emam21

 

[alfacom]

Voice call made: Outgoing calls made by agent.
Calls accepted by agents: Incoming calls answered by agent.

 

[Emam21]

Hi alfacom,
This is Outbound report so calls accepted by agents isn't incoming calls especially that all agents in this skill set are assigned for outbound calls.
i did some trials to get the right defination for all parameters of this report and i found the following.
that the calls accepted by agents=voice calls made. although that i rejected some calls from the CCAD but thos calls requeued again.
biu in the actual reports i found that there is a difference in the number between accpted calls and voice calls made!!!
so i need to know why this difference??

Thanks,
Emam21

 

[Utreg]

Think 'voice calls made' are dial out calls made by the the system. These calls can be 'Busy', 'Not Answered'..
That could explain why 'Contacts accepted by agents' < 'voice calls made'.

To know for sure I tried to edit the 'campaign call details report' (to look which database items are used so can find out how they are described in the documentation) via the RCW but I'm currently not at a multimedia site and could not open/edit the report.

 

[Utreg]

Looked into the report and have to conclude: 'voice calls made' are dial out calls made by the the system. These calls can be 'Busy', 'Not Answered'..

Herewith my findings;

Voice Calls Made = field (formula): 'Count of CampaignCallByCallDetails.DialledDN'

via the documentation you will find:
Source table = cls.Actions
Source field = NumberUsed

NumberUsed Description: The telephone number used to contact the customer. This field is
applicable to both Outbound and e-mail.

Contacts Accepted by Agents = field (formula): 'Sum of @IsProcessed' which refers to 'CampaignCallByCallDetails.ActionDispositionCode' (value = 0 when this field has no value. In other cases value = 1. The formula adds up all '1's).
via the documentation you will find:
Source table = cls.Actions
Source field = DispositionCode

DispositionCode
Description: This is an embedded table (cls.DispositionCodes). It can be
selected either as a field or as a pointer. As a field, it returns the ID value of the
cls.DispositionCodes record related to this cls.Actions record. As a pointer, it
refers to the fields on the cls.DispositionCodes record.
As a field, it can be used in an SQL relational join to the cls.DispositionCodes
record. For a list of fields, refer to “DispositionCodes” on page 667.
For more information about querying data from fields that are embedded tables,
see “About the Caché database” on page 599. This field is applicable to
Outbound only.