Campaign Summary - Call Result/Message Notifications Breakup

Field Name / Group Name

Sub Field

Description

Comments

Campaign Name

Name of the Campaign.

Data source: CX Scheduled Activities

Total Loaded

Number of contacts uploaded into a campaign.

This data is not available in the scheduled activities. @a user to comment/ facilitate.
Update: This will be pushed to the CX Activities.

Dialled (Attempts)

Total number of dialled (attempted) contacts.

All Attempts (can be multiple per contact).

Connected - Closed

Successfully connected (code: 10) / Customer Answered - Right Party Connect

CX Scheduled Activities

No Answer

• Timeout

• Customer Abandoned

The number of attempts where the dialer outcome was detected as "No Answer". However, the contact might not still be closed (rescheduled by the campaign strategy)

CX Scheduled Activities

Busy

The number of attempts where the dialer outcome was detected as "Busy". However, the contact might still not be closed (rescheduled by the campaign strategy)

CX Scheduled Activities

Others - Not Connected

• Wrong Number (not-allocated/ digits missing)

• Answer Machine/ Voicemail Detected

• Fax

• No Ringback

• Network IVR (detects a network answering machine)

• Dialer Abandon

• Customer Abandon in Queue (customer abandoned in queue before reaching agent)

• Network Disconnected (number of attempts where the Network disconnected while alerting)

• Number NOT IN Service

The number of contacts where the contact was dialed and was not connected due to any reason.

Note that this is relevant only for voice calls and does not apply to SMS attempts.

CX Scheduled Activities

Problem

• SIT Tone

• No Dial Tone

• Network Error

• Script Error

• INVALID_GATEWAY (Cisco CCE: Dialling Error)

All status codes in this group indicate instances where there was a problem contacting the customer.

CX Scheduled Activities

Did not Dial

• Agent rejected

• Agent Closed (agent stops further attempts)

Agent Connect

Outbound Immediate (connects to agent immediately, with out waiting) - After Abandoned To IVR & Inbound

DNC listed- Closed

The number of contacts closed after been marked as "DNC" in the Conversation Studio. Such contacts are never pushed to the relevant Channel Connectors as they are marked as DNC for a specific channel.

There will be dedicated CX Customer fields to mark/ unmark channel specific DNC.

Dialer Abandoned

• Abandoned to IVR

• Script Dequeued

• Other (calls that were abandoned to IVR but failed before reaching any skill group)

Dangling

Contacts which are dangling and have no update in the system. These are the contacts which were not successfully synced with the Dialer Database. Such contacts are closed after some time.

Can be calculated by subtracting all contacts with status from total loaded. Need to consider scenario where contacts were never sent for execution due to datetime in the future.

SMS

• Sent Total (total number of SMS sent as part of the campaign strategy)

• Sent Unique (Total unique customer contact attempts)

• Delivered Total (total SMS successfully delivered)

• Failed Total (total failed attempts)

WhatsApp

• Sent Total

• Sent Unique

• Delivered

• Failed

Viber

• Sent Total

• Sent Unique

• Delivered

• Failed

…. similar for other text channels

Total Unique Customers Contacted

Total number of customers that were contacted via at least one channel as part of the campaign strategy.