Reports
ExpertFlow Campaign Manager provides some standard historical reports with the basic license of ECM within CUIC. These include Campaign Summary - Call Result Breakup, Others Not Connected - Drill Down, Connected Calls Detail - Agent Wise Report, Connected Calls Details - IVR Report, Wrap-up Summary Report - Campaign Wise, ECM Contacts - Status Summary Report, Dialing & Success Rate - Campaign Wise.
Note:
The reports are developed on top of the ECM database and should NOT in any sense, be compared with the stock reports of Cisco Dialer.
Some of the reports are currently only available for the CCE environment.
| Title | Report Description | Status |
|---|---|---|
| ECM Contacts- Status Summary Report | This report shows the summarized status of the campaign import and the status of contacts after getting uploaded (closed, opened, etc.). |
FOR CCX FOR CCE |
| Wrapup Summary - Campaign Wise | This report shows the summary of contacts closed with a certain business outcome assigned by agents (using wrap up). Valid only for agent-based campaigns. The report displays data based on the wrap-up data availability. If agents do not push any wrap-ups, the report won't any them. It is a drill down showing summary of contacts given a particular wrap-up. |
FOR CCE |
| Others Not Connected - Drill Down | This report shows the summary of contacts which were NOT CONNECTED due to any reason other than "No Answer", "Busy", "Abandoned", and group the records by the dialer outcome. This is the sum of all attempts against which a non-connected dialer outcome was detected with their final status of the contact. The report keeps updating as the campaign progresses. |
FOR CCE |
| Connected Calls Detail - IVR Report | This report shows the details of the calls attempted by the dialer and connected to/redirected to an IVR script. The report only caters the attempts sent to dialer by ECM. To show the records in the report, make sure that the Cisco campaign name must contain the keyword, "IVR" in the IVR campaign. |
FOR CCE |
| Connected Calls Detail - Agent-wise Report | This report shows the details of each call attempted by the dialer and connected to/answered by an agent. |
FOR CCE |
| Campaign Summary - Call Results Breakup | This report shows the summary of contacts' status in a campaign grouped by the call result as synced from Cisco in the ECM database. Updates are not made in real-time. To see updated data, you need to manually refresh the report. |
FOR CCX FOR CCE |
| Dialing & Success Rate - Campaign Wise | This report shows the dial or success rate of an ECM campaign. This report works only for voice campaigns and is not suitable for SMS campaigns or campaigns having SMS strategy. |
FOR CCX FOR CCE |