UCCX Outbound CCDR Report

chrismillion1 · ‎04-27-2015

On the Agent Outbound CCDR Report there are 18 Call Results.

There are a few that the system can not detect:

5—Customer does not want to be called again.

6—Call connected, but wrong number.

7—Call connected, but reached the wrong person.

8—Customer requests callback. This is not applicable for IVR-based outbound campaigns.

I understand #8, there is a callback button for the agent to schedule the callback.

How does the system know when 5,6, or 7 occurs?

Aaron Harrison · ‎04-28-2015

Hi

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/user/guide/cadx105-agent-desktop-user-guide.pdf

page 45 onwards suggests the agent can select:

'Reclassify' allows selecting 'do not call' (presumably 5)

'Skip-next' then 'wrong number' (i.e. reason 6)

'Skip-next' then 'not home' is presumably 'wrong person' (i.e. wrong person, right number - reason 7)

I've not used preview OB for a while, so may be wrong... but I'd test those outcomes.

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!