Results Tab

Bright Pattern Documentation

Generated: 6/24/2021 6:36 am
Content is available under license unless otherwise noted.


Lists

Lists contain destination data for automated outbound dialing. Each list record provides information about a single destination, and typically includes customer’s name, at least one telephone number, and other information specific to the dialing purpose. For example, lists used in a satisfaction survey campaign may include information about products purchased by the customers. Lists are used in outbound and blended services as discussed in section Services and Campaigns - Lists Tab.

List data is deleted from the calling list database automatically when the

To work with lists, select the Lists option from the root menu. To import and configure a new list, click the button with the “+” sign. A list import wizard will open.


List import wizard


List Import

The list import wizard screens and properties are described as follows.


List Type screen

List type screen


Select list type

Select the method that will be used to import data to this list: a file or Salesforce.com query. For the latter, you must have a Salesforce.com integration account configured in your system.

For detailed instructions on importing data from a Salesforce.com application see section Importing Calling Lists and Exporting Campaign Results of the Salesforce.com Integration Guide.


Name and Source screen

Name and Source screen


Data source

Data source is the source of data for this list. To upload a file from a local source, select Upload, click Browse, and select the data file. You can use results of previous campaigns, filtered by disposition if necessary, as the source of your list data.

To obtain data from an external source, select the transfer protocol (FTP or SFTP), and specify the address (URL), Username, and Password.

Note that only plain text list files (.CSV or fixed width) are supported as sources for list data. This setting is specified for list type File only.

List name

The list name is mandatory and must be unique within the contact center. The name of the selected data source is offered as the default name.

List format

If you want the format of a list to be based on the format of one of the previously imported lists, select the desired list format from the drop-down menu. Using an existing list format can save you time while going through the subsequent import steps, especially the Fields wizard screen.

If you need to review the desired format before assigning it, close the wizard, locate the desired format in the Format column of the list view, select the corresponding list, and click the view link in the Properties tab.

Note that if you select an existing list format but decide to introduce some changes for the imported list (e.g., change some field names), then upon completion of the wizard, you will be prompted to save these changes as a new format.

If you wish to create a new format using the layout of the imported list, select Create new format. This setting is specified for list type File only.

Salesforce.com integration account

The Salesforce.com integration account is what will be used to obtain Salesforce.com data for this list. This setting is specified for list type Salesforce.com only.

SOQL query to select object for list

Use this field to specify the query for selecting Salesforce.com records for this calling list. The query must be written in the Salesforce Object Query Language (SOQL). Note that the records must contain object identifiers and have at least one phone number.

This setting is specified for list type Salesforce.com only. Note that there is a 30 second timeout on the Bright Pattern Contact Center side to begin receiving data from SFDC after the SOQL query is submitted.


Format Type screen (for list type File only)

Format Type screen


Delimited

Select Delimited if a character, such as comma or tab, separates each field in the imported data

First line contains field names

Select this checkbox if the first line of the imported data appears to contain column headings. Field names are case insensitive starting from version 3.13. This means field names that differ in case only refer to the same field.

Fixed width

Select this option if fields of the imported data appear to be aligned in columns with spaces between each field.

Input file encoding

The Input file encoding option lets you select the encoding used by the source file. Initially, the UTF-8 encoding is assumed by default. If you select another encoding during a list import, the selected encoding will become the new default for subsequent list imports.


Format Options screen (for list type File only)

Format Options screen


Delimiter

Select the character that is used to separate each field in the imported data. If the delimiting character is anything other than the comma, tab, or semicolon, use the Custom option to specify the character. When the correct delimiter is selected, the preview should show the imported data arranged as a table.


Fields screen

Fields screen


Do not import field (skip)

This field indicates whether the selected field is to be imported. Select this checkbox if the data in the selected field is not essential for any contact center operations (i.e., will not be used for dialing, analyzed in a scenario, or displayed for agents) and does not need to appear in campaign results.

Type

Specify the type of data that the selected field contains. If the type of data is anything other than the data types predefined in the drop-down menu, select Other. Note that at least one field of the imported list must have type Phone.

If the first row of the imported data contains column names, the wizard will try to automatically set field types according to matching column names (e.g., a column titled State will be set to field type State). You should review all name-type pairs to make sure the mapping is correct.

Possible uses of the available field types are described as follows.

Account

Account can be used for a field that contains a customer identifier. If defined, the value from this field will be stored as part of the history of all calls initiated by the corresponding calling record and can be used as a selection criterion in interaction record search. Unique account numbers can also be used as calling record keys (see below). A list can have only one field of this type.

Agent Login ID

Agent Login ID can be used to assign list records to specific agents. This may be useful, for example, for proactive contacts within established business relationships where clients might expect/prefer to be contacted by business representatives that they are familiar with. Note that such personal record assignments are used in preview campaigns only. When a list with records assigned to specific agents is used in a predictive, progressive, or automatic/IVR campaign, all such assignments will be ignored.

Caller ID

If calling records contain numbers that should be displayed as caller IDs when dialing corresponding records during campaigns, use the field type Caller ID for the field that contains these numbers. Use of these numbers as Caller IDs for a particular campaign is enabled by the campaign's Caller ID settings (option From list field of type “Caller ID”, otherwise default). Note that your service provider may or may not allow use of arbitrary caller ID numbers for your outgoing calls. If use of arbitrary caller IDs is not available to you, the number specified in the calling record will be used only as a caller ID if it matches one of the access numbers assigned to your contact center; otherwise, the specified default number will be used. When using this field to specify caller IDs for your campaign, be sure to check all legal requirements and restrictions for what can be sent as a caller ID in the jurisdictions where you operate.

Company

Company can be used when calling record contains a company name.

Date/Time

If the calling list is based on customers’ callback requests (opt-in callback list), your local telemarketing regulations may require that such callbacks are made within a specific number of days. In this case, the imported list will typically have information about when the callback request was made. Use the field type Date/Time for this information. Fields of the Date/Time type cannot be used to set campaign quotas.

Date/Time - schedule call at

Date/Time - schedule call at can be used to provide, during list import, information about when this record needs to be called. It can be used to define the exact moment of time when this record needs to be attempted.

Note that the call will happen as close to the specified date and time as possible; the system will make the best attempt. Safe calling hours are not ignored. If the date and time are in the past at the time of list load, the field contents are ignored.

Encrypted data

Encrypted data can be used to store sensitive information that must be stored encrypted and only be presented in clear text to the agent who will be processing the record in case of a successful call attempt. Note that the encrypted data cannot be not automatically processed by the system, and thus, may not include any information used for campaign automation, such as phone numbers, zip codes, states, or any information that is used to set campaign quotas. If you do not see the Encrypted data field type, the data encryption function is not enabled for your contact center by the service provider.

First name

First name is the person's first name.

Integer

Integer is intended for fields with semantically numeric data (e.g., person's age or account balance) that may be used to set a campaign quota.

Last name

Last name is a person's last name.

Other

Other can be used for fields that do not fall into any specific field type uses outlined here.

Phone

Phone should be set for fields with phone numbers that may be dialed during a campaign. A list must contain at least one field of this type.

Postal code

Postal code is a person's postal code. This must be present if the Use safe calling hours option is desired.

Priority

Priority can be used to indicate that the record shall be attempted as soon as possible relative to other records within the same list. This can be useful, for example, in order to give calling priority to the most recent web leads that tend to be most effective when followed up on immediately. A record will be treated as a prioritized record when its priority field is set to any value other than empty string, zero, "no", or "false". The priority setting only affects the first attempt to dial the record; for any possible subsequent attempts the prioritized record will be treated as a regular record. Priority of records can also be set to expire after a specified time period (see property Priority expires after).

State/Province

State/Province is a person's state/province. Either this field or the Postal code field must be present in the calling records in order to observe mandatory State Calling Hours.

Name

If the first line of the imported data contains column headings, these headings will be used as the default field names. Otherwise, default names Field1, Field2,…, FieldN will be assigned. Use this option to change the default field name if necessary. Field names are case-sensitive, which means that field names that differ in case only refer to the same field.

Required Field

Required Field indicates that the data in this field is required. If selected, the import process will not skip records that have no data in this field.

For all fields of the Phone type, this checkbox is preselected automatically. You can unselect it manually for any phone field that is optional. Remember, however, that at least one field of the imported list must have the type Phone.

For lists of the Salesforce.com type, field ID is preselected automatically and cannot be unselected.

Searchable Field

Searchable Field indicates this field may be searched for in the Agent Desktop application when associated with a custom Activity History field that is included in a screenpop activity form. For more information, see section Activity Forms.

The numbers are in the format for

This setting is displayed for the fields of type Phone only.

If all phone numbers in this field are within the USA and/or Canada, select United States and Canada. In this case, the numbers in this field will be processed according the following rules:

If some or all numbers in this field are from countries other than the USA or Canada, select Other countries or multiple countries. In this case, the numbers in this field will be processed according the following rules:

Remove prefix

This setting is displayed for the fields of the type Phone only and can be used when the number format is set to Other countries or multiple countries. If phone numbers in this field contain a prefix that must be removed, specify this prefix here. Otherwise, this setting should be left blank.

Default country code

This setting is displayed for the fields of type Phone only and can be used when the number format is set to Other countries or multiple countries. By default, numbers in a field of type Phone are assumed to have country codes included. In this case, you can leave this field blank. Otherwise, specify the country code here; it will be automatically prepended to each number in the given field unless the number begins with “+”.

Note that a country code must be specified for campaigns with any calling hour restrictions and for campaigns where numbers are checked against DNC lists of the following types: Area Code, Geographic (Postal), and Geographic (State/Province).

Time zone

This setting is displayed for the fields of Date/Time type only. By default, the time in this field is assumed to be specified for the time zone indicated in the general settings of your contact center. You can use this setting to specify another the time zone for this field.

Date/Time format

This setting is displayed for the fields of Date/Time type only and allows you to select the format in which the date and time is specified in this field. If you cannot find a format that matches exactly the date/time pattern used in the imported list, use the editable field to specify this format manually, using the Java SimpleDateFormat conventions.

Note that campaign results report timestamps of call attempts in the following format: MM/dd/yyyy HH:mm:ss z Z, where z Z is the time zone (e.g., 11/09/2015 13:59:57 PST -0800).

Order of prioritized records

This setting is displayed for the fields of type Priority only and defines the order in which prioritized records received during list updates will be attempted.

Priority expires after

This setting is displayed for the fields of type Priority only and specifies the time period during which records with a non-empty value of this field will be considered a prioritized record. Upon expiration, priority of these records will be lowered to normal. If you do not wish the priority of a record to expire at all, set this field to 0.


Key screen (for list type File only)

Key screen


Fields

This screen allows you to select a field, or a combination of fields, whose values will be used as keys (i.e., will uniquely identify records within the list). Only the fields that were marked as Required in the previous wizard step will appear as possible keys. Records with the same key values are considered duplicates, and only one of such duplicate records will appear in the imported list. Keys are also used to reference the campaign results to the original list records.

Save config only

Click this button, instead of clicking Next, if you wish to save only the list format (i.e., the configured field and key information without the actual data). The result will appear as a new list with zero records in the list view.


Import Complete screen

Import Complete screen


Import results

This screen provides statistics about the imported list, including the number of successfully imported records, as well as the numbers of records that have not been imported for various reasons.

Calling records that contain the same phone number in multiple fields of the Phone type will be successfully imported. The dialer will detect duplicate numbers while processing the list for use in a specific campaign and will only use the number in the first phone field while ignoring that number in all other phone fields of the same record. For example, if a calling record contains the same number in the field Home Phone, which happens to be the fourth field in the record, and in field Mobile Phone, which is the sixth field, the dialer will use this number according to the calling hours set for home phones. It will ignore this number when dialing mobile numbers (or when sending preview records to agents in case of a preview campaign).


Updating Lists

New lists imported via the list import wizard appear in the list view of Lists. You can update these lists manually or set up periodic automatic updates, in both cases list update procedure can be performed on-a-fly during actively running campaign.


Manual List Update

To update a list manually, select it from the list view and click the Add records button at the bottom of the screen. (Note that this function is not available for lists of Salesforce.com type.) A list update wizard appears. Its screens and properties are described as follows.


Name and Source screen

List name

List name is the name of the selected list. It is read-only.

Data source

Data source is the source of data for this list. To upload a file from a local source, select Upload, click Browse, and select the data file. To obtain data from an external source, select the transport protocol (FTP or SFTP), and specify the address (URL), Username, and Password.

Note that only plain text list files (.CSV or fixed width) are supported as sources for list data. Note that the data structure of the selected data source shall correspond to the data structure of the data source used for the original import.


Update Policy screen

replace list data

Select this option if the data from the specified data source shall replace the existing list data. Note the following:

add list data

Select this option if the data from the specified data source shall be added to the existing list data. Note that data records whose keys match with keys of the existing records will not be imported.


Import Complete screen

Import results

This screen provides statistics about the imported list, including the number of successfully imported records, as well as the numbers of records that have not been imported for various reasons.


List Properties and Automated Updates

To view the current content of a list, set up periodic automatic updates, or view the list import/update history, select the desired list from the list view.


Lists > Properties tab


Lists screen properties

Properties tab

Name

This is the name of the list. List name is originally defined during the initial list import, but it can be changed at any time. The name must be unique within the contact center.

Format

Format is the name of the format that this list is based on. It is read-only. (The format is selected or defined during the initial list import.)

To review the format, click the view link. A new dialog window will open with description of all fields defined within this format. For more information, see description of the Fields screen of the List Import Wizard above. If any activity forms are mapped to lists based on this format, this view will also show the mapping between the form fields and list fields.

For lists of the Salesforce.com type, the window will also show the SOQL query that is used to extract the list records from the Salesforce.com application. While you cannot change the field composition or formatting, you can modify the data selection criteria for these fields (i.e., any condition in the WHERE part of the query). To do so, hover over the SOQL query and click EDIT. The new selection criteria will be applied upon the next list update.

Campaigns

Click add to associate this list with one or more campaigns. For additional configuration options related to use of the list within the associated campaign, select this campaign in the Services and Campaigns list view and open the Lists tab.

Expire records

You can set the list records to expire in a specified number of days. If a record expires before it is completed according to the regular campaign dial rules, its processing within campaign will be finished with the predefined disposition Record Expired.

To set the records of the given list to expire, select the checkbox, specify the Expiration period, and indicate the starting point from which this period will be counted:

Expiration period

Expiration period is the number days in which the records of this list expire. See the description of the Expire records setting for more information.

Expiration field

Expiration field is the field of the calling list that will be used to determine when the callback request was made, which is necessary in order to calculate when it expires. Only fields of type Date/Time are available for selection as expiration fields. This setting is essential if you have selected the Count expiration using date in record option. See the description of the Expire records setting for more information.

Periodic Import

To set up automatic periodic updates for this list, click edit.

In the dialog that appears:

  1. Specify the protocol (FTP or SFTP), URL with file name, FTP Username, and FTP Password; this setting is specified for lists of File type only.
  2. Select the Start date and time of the first update and specify the desired Import interval.
  3. Select the desired Update Policy. (Note that the replace list data policy may suspend use of this list within a running campaign for the time it takes to re-process the list.) This setting is specified for lists of the File type only.
  4. Click OK.
  5. Once these parameters are defined, select the Enabled checkbox to activate periodic import.

For lists of the Salesforce.com type, new records matching the original SOQL query will be added to the list during each update, while any records that may have been removed from Salesforce will be disabled in the list. If there are campaign results available for such disabled records, they will be preserved.

For lists of the 'Salesforce.com type, there is a 30-second timeout on the Bright Pattern Contact Center side to begin receiving data from SFDC after the SOQL query is submitted.

You can also run import with the above settings at any time by clicking Run import now.


Contents tab

Lists > Contents tab


List pane

The List pane shows the entire content of the list. It is read-only.

Record pane

The Record pane shows the content of the record selected from the List pane. It is read-only.

Timestamp

Timestamp is the timestamp of the operation.

Errors is the total number of records that were not imported due to various errors (missing required fields, duplicate keys, incorrect format).

Operator

Operator is the username of the user who performed this operation.

Comment

Comment is the operation result.


Log Tab

Timestamp

Time stamp of the operation

File

Name of the list data source file

Direction

Type of the operation (IN for import/updates, EXP for export of campaign results)

Number of records

Total number of successfully imported/exported records during this operation

Errors

Total number of records that were not imported due to various errors (missing required fields, duplicate keys, incorrect format)

Operator

Username of the user who performed this operation

Comment

Operation result



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Encryption Settings

Recordings and transcripts of all your contact center interactions can be encrypted while they are stored in the Bright Pattern Contact Center system.

Before you can use the encryption capability, it must be enabled for your contact center at the service provider level.

To enable encryption, go to Security > Encryption Settings and check the items that you intend to store encrypted.

Select from the following:


Security > Encryption


When you export any encrypted items out of the system, they will be unencrypted for export.

For more information about the method and keys used for encryption, see section Encryption Key Management.




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Recordings Details Format

The following table describes the fields of the data file that accompanies the export of call recordings and maps them to the available components of configurable file names that are assigned to recordings during export. The file is exported in .CSV format and contains details of the corresponding calls, which may facilitate a search for specific recordings once they have been exported out of the system.

Note that conference calls produce multiple recordings corresponding to the number of participating agents. The recording details file in this case will contain a separate record for each recording.


Field Name File Name Component Description
Agent First Name $(agentFirstName) For complete recordings, the first name of the agent who last handled this call; for segments, the first name of the agent who handled the given segment
Agent Last Name $(agentLastName) For complete recordings, the last name of the agent who last handled this call; for segments, the last name of the agent who handled the given segment
Agent loginId $(agent) For complete recordings, the, username of the agent who last handled this call; for segments, the username of the agent who handled the given segment
Customer phone $(customerPhone) Customer’s phone number (technically, the phone number of the party opposite to the above agent)
Direction $(direction) Call direction, Inbound or Outbound
Disposition $(disposition) Call disposition
Export status N/A An indicator of whether the recording was actually exported (success) or the recording was never found (failed)
Flagged $(flagged) An indicator of whether the call was flagged
Global Interaction ID $(globalInteractionId) Global interaction identifier of this call; note that for complete recordings, there may be more than one call recording file with the same identifier. For segments, the Global Interaction ID of all segments will be inherited from the interaction that those segments are a part of.
N/A $(callDuration) Overall call duration of this call
N/A $(callHour) Ordinal number of the hour (from 00 to 23) during which the call started
N/A $(currentTime) The value is set to the time when the recording is exported.
N/A $(uniqueId) Unique identifier assigned to this recording; unlike Global Interaction ID (above), this value is unique for each exported recording
Notes N/A Call notes entered for by the agent
N/A $(periodEndDate) The value is the start time of the last exported recordings file (if there was at least one file to export), or the end of the period if there were no files to export. Note: Starting from Bright Pattern Contact Center version 5.3.5, this variable replaces the $(currentDate) variable.
Pure Talk Time $(pureTalkTime) Pure talk time of this call/segment (excludes ACW and hold times); it is empty for IVR segments
RecordingId N/A Name of the file that contains the recording of this call; for segments, the name of the file containing the given voice segment
Segment Time $(segmentDuration) Overall duration of the recorded segment
Service $(service) Name of the service or campaign associated with this call; for segments, the service that was associated with the interaction at the end of the given segment
Start Time $(callDate), $(callTime) Date and time of call start; for segments, the start time of the voice segment
Talk Time N/A Overall duration of this call
Type $(type), Type of recording; possible values are “Complete” or “Segment”
Voice Signature $(voiceSignature) An indicator of whether the recording contains a voice signature


Recordings Details Format

The following table describes the fields of the data file that accompanies the export of call recordings and maps them to the available components of configurable file names that are assigned to recordings during export. The file is exported in .CSV format and contains details of the corresponding calls, which may facilitate a search for specific recordings once they have been exported out of the system.

Note that conference calls produce multiple recordings corresponding to the number of participating agents. The recording details file in this case will contain a separate record for each recording.


Field Name File Name Component Description
Agent First Name $(agentFirstName) For complete recordings, the first name of the agent who last handled this call; for segments, the first name of the agent who handled the given segment
Agent Last Name $(agentLastName) For complete recordings, the last name of the agent who last handled this call; for segments, the last name of the agent who handled the given segment
Agent loginId $(agent) For complete recordings, the, username of the agent who last handled this call; for segments, the username of the agent who handled the given segment
Customer phone $(customerPhone) Customer’s phone number (technically, the phone number of the party opposite to the above agent)
Direction $(direction) Call direction, Inbound or Outbound
Disposition $(disposition) Call disposition
Export status N/A An indicator of whether the recording was actually exported (success) or the recording was never found (failed)
Flagged $(flagged) An indicator of whether the call was flagged
Global Interaction ID $(globalInteractionId) Global interaction identifier of this call; note that for complete recordings, there may be more than one call recording file with the same identifier. For segments, the Global Interaction ID of all segments will be inherited from the interaction that those segments are a part of.
N/A $(callDuration) Overall call duration of this call
N/A $(callHour) Ordinal number of the hour (from 00 to 23) during which the call started
N/A $(currentTime) The value is set to the time when the recording is exported.
N/A $(uniqueId) Unique identifier assigned to this recording; unlike Global Interaction ID (above), this value is unique for each exported recording
Notes N/A Call notes entered for by the agent
N/A $(periodEndDate) The value is the start time of the last exported recordings file (if there was at least one file to export), or the end of the period if there were no files to export. Note: Starting from Bright Pattern Contact Center version 5.3.5, this variable replaces the $(currentDate) variable.
Pure Talk Time $(pureTalkTime) Pure talk time of this call/segment (excludes ACW and hold times); it is empty for IVR segments
RecordingId N/A Name of the file that contains the recording of this call; for segments, the name of the file containing the given voice segment
Segment Time $(segmentDuration) Overall duration of the recorded segment
Service $(service) Name of the service or campaign associated with this call; for segments, the service that was associated with the interaction at the end of the given segment
Start Time $(callDate), $(callTime) Date and time of call start; for segments, the start time of the voice segment
Talk Time N/A Overall duration of this call
Type $(type), Type of recording; possible values are “Complete” or “Segment”
Voice Signature $(voiceSignature) An indicator of whether the recording contains a voice signature


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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”.

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.




Edit Export Parameters

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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”.

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.




  1. REDIRECT 5.3:Sfdc-integration-guide/Tutorials/ImportingCallingListsandExportingCampaignResults

Edit Salesforce.com Export Parameters

  1. REDIRECT 5.3:Contact-center-administrator-guide/Tasks/ScheduledandIn-progressTasks

  1. REDIRECT 5.3:Contact-center-administrator-guide/ServicesandCampaigns/DispositionsTab

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”.

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.




  1. REDIRECT 5.3:Contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts

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”.

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.




  1. REDIRECT 5.3:Contact-center-administrator-guide/UsersandTeams/Privileges