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• 5.2 • 5.3

Contents

Simple Format

This section describes the fields of the campaign results exported or downloaded from Bright Pattern Contact Center in the simple format. This simple format shows only the result of the last call attempt for a calling record (i.e., it contains one row per record).

Campaign results may be exported or downloaded from the Contact Center Administrator application. To access them, navigate to Configuration > Services & Campaigns > Outbound Voice Service > Results tab and select simple (records only). Note that the Results tab is available for only outbound services or campaigns.


Campaign results can be provided in a simple or detailed format


Simple Format Field Descriptions

Activity form fields

The values of the fields of the activity form associated with this campaign. Only the fields that are marked for export in results will appear in the results.

Calling record fields

The values of all fields of the calling record. The fields have the same names and values, and they are arranged in the same order in which they appear in the calling list.

Completed

If the record is completed (i.e., a final disposition was set), this field is set to “1”. Otherwise, this field is set to "0". For records whose processing was stopped or never started because a campaign quota was reached (see Out of Quota below), this field is set to “0”.

Global Interaction ID

The Global interaction Identifier of the last call attempt for this record.

Last Agent

The username of the agent who last talked to the customer on the last call made for this record.

Last ANI

The caller ID from which the last call attempt was made.

Last Call Disposition

The disposition set for the last call attempt made for this record. For descriptions of preconfigured dispositions, see section Predefined Dispositions of the Contact Center Administrator Guide.

Last Call Disposition Code

The alphanumeric code of the Last Call Disposition (if defined in configuration).

Last Call Duration

The duration of the last call made for this record in seconds from the moment an answer was detected. This field is set to “0” for unsuccessful call attempts.

Last Call Time

The date and time when the last call attempt for this record started.

Last Note

The last call notes entered by the agent for the last call made for this record.

Last Phone Called

The phone number dialed during the last call attempt for this record. This phone number is copied from the calling record.

Last Scheduled at

This field is non-blank if the last attempt for the given record is a rescheduled call attempt. It is set to the earliest time the rescheduled call was allowed by dial rules.

List Name

List Name provides the name of the calling list that contains this record as defined in configuration.

Out of Quota

This field is set to "1" if the record processing was stopped or never started because the campaign quota related to this record was reached, or because the record did not match any quota groups defined within the campaign.

Quota Group

For any record where the Out of Quota field is set to "1", the Quota Group field indicates which particular value group reached its quota before this record could be processed. If the record was not processed because it did not match any quota groups defined within the campaign, the Quota Group field will be set to "<no match>".

Record Disposition

The disposition set for this record when it was completed. For descriptions of preconfigured dispositions, see section Pre-defined Dispositions of the Contact Center Administrator Guide.

Record Disposition Code

The alphanumeric code of the Record Disposition (if defined in configuration).

Total attempts (per rec)

The total number of call attempts made for this calling record.



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