Campaign Summary - Call/Chat Result

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 (Unique)

Total number of dialled (unique) contacts.

Dialled (Attempts)

Total number of dialled (attempted) contacts, e.g. there are 3 contacts dialled, each at least 1 time, but the first contact was re-dialled a second time as well. So the total number in this column will be 4.

All Attempts (can be multiple per contact).

Connected Closed

NORMAL_CLEARING

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

CX Scheduled Activities

Jawad Hassan: redialling the same customer (already connected) should be restricted.

No differention between right / wrong party

No Answer

• Timeout
  NO_USER_RESPONSE +
  (Could also be NO_ANSWER)

• Customer Abandoned
  CALL_REJECTED
  (Could also be USER_BUSY)

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

JH: We should not use states interchangeably for Customer Abandoned

Busy

USER_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

Not Connected

• Total
  Only show the data below on demand/ when expanded

  • Wrong Number (not-allocated/ digits missing)
    UNALLOCATED_NUMBER

  • 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
    SUBSCRIBER_ABSENT
    

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

JH: Customer Abandon in Queue, once connected is inbound abandoned, not outbound

JH: Dialer Abandon, same as customer abandoned? We should ONLY consider this one instead.
JH: Dialer Abandon has a separate column (mulitple dispositions )

Problem

• Total
  Only show the data below on demand/ when expanded

  • SIT Tone

  • No Dial Tone

  • Network Error
    NORMAL_TEMPORARY_FAILURE
    +
    RECOVERY_ON_TIMER_EXPIRE

  • 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)

 JH: Should be a separate report

Agent Connect

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

 JH: no difference between connected and agent connected

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)

 JH will check the list of Other dispositions that go here.

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