Campaign Summary - Call Results Breakup


Report DescriptionThis 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.
Status

FOR CCX FOR CCE


Report Screenshot

Report Columns


#Field NameDescription
1Campaign NameThis is the name of the ECM campaign
2Total Contacts 

This column tells the total number of contacts uploaded to ECM. It is further segregated into "Loaded", "Dialed" columns which summarise the total of uploaded and dialed contacts (customers for whom a voice call was made) in the campaign. 

This is further segregated into :

  • Loaded: Total number of customer contacts uploaded successfully to the campaign. 
  • Dialed: This column shows customers who were actually dialed a call by the system. Customers who were connected via SMS are not counted here but under the "SMS Attempted" column. Similarly, those who are not dialed because of being in DNC are counted under the "DNC-Listed" column because those are marked as DNC as ECM even before they are sent to the dialer.

Consider a campaign which has a blending-channel strategy, i.e. voice call → SMS→ voice call. The count of this column increments when a call attempt is made to a contact. On failure to connect with the customer, when a second attempt is made via SMS, the count of this column is reduced again to 0, showing that no contacts were dialed, while the counter of


3Results Breakup

This shows the number of contacts grouped by a specific call result. This column is further broken down into the following call result categories:

  • Connected: Shows the number of customers connected via call successfully. If there're no call attempts configured in the ECM campaign strategy, this column would always show N/A. 
  • No Answer: Shows the number of customers for whom the call result from the dialer was detected as "No Answer". Note that the counter of this column keeps updating until the campaign runs and the campaign strategy is completely executed. The value of this column is greater than 0 in the middle of the campaign execution and persist only if the final result of a contact is "No Answer". 
  • Busy: Shows the number of customers for whom the call result from the dialer was detected as "Busy". Note that the counter of this column keeps updating until the campaign runs and the campaign strategy is completely executed on a campaign contact. The value of this column may become greater than 0 in the middle of the campaign and persist only if the final call result of a contact is "Busy".
  • Others - Not Connected: Shows the number of customers for whom the call result from the dialer was detected in ECM as "Others - Not Connected". This category in ECM carries any call result values other than "Connected", "Busy","No Answer", "Abandoned". This may include Fax Machine, SIT tone, Network error, etc. See Others-Not Connected Drill Down report to see details of others-not connected calls. The value of this column may become greater than 0 in the middle of the campaign and persist only if the final call result of a contact is "Others-Not Connected".
  • Abandoned: Shows the number of customers for whom the call result turned out to be "Abandoned". It includes calls on the IVR that the customer abandoned and didn't listen to IVR completely or in agent-based campaigns, the number of calls abandoned within the configured campaign abandoned time. The value of this column may become greater than 0 in the middle of the campaign and persist only if the final call result of a contact is "Abandoned".
  • Dangling: This is the number of customer contacts that remain in the dangling state in ECM due to some reason. Dangling contacts are those contacts in ECM that are not synced back from Cisco due to some errors. Such contacts are never tried once being identified as "Dangling".
4SMS Attempted

This column shows the number of SMS attempts to contacts in the campaign. This column continues to update as the campaign progresses. This is further broken down into the following:

  • SMS Sent: A contact remains in this column only temporarily until the campaign strategy runs completely, i.e. until the response to an SMS is received, another attempt is made or the contact is closed. 
  • SMS Responded: A contact appears in this column if it responds to an SMS sent by the system. Once a response is received, the contact is closed. Another attempt can only be made to a contact if there's no response received to the SMS message sent by the system. Also, ECM does not analyse and does not make any further processing on the SMS response message received from the customer. 
  • SMS Sent and Closed: A contact falls in this category if the campaign strategy suggests to close a contact right after sending the SMS, without waiting for the response message from the customer. While configuring an SMS attempt in the strategy, you can choose to close a contact without waiting for the customer input. In ECM, this is shown by:
  • Close
  • If no reply 
    • Make another attempt

Choose the option "Close" to close the contact.

  • Total: This is the total number of SMS messages sent by the system to all campaign contacts. 


Note:

In case if voice attempt is made following the SMS attempt, the counter of "SMSAttempted" column decrements.

5DNC ListedThis is the total number of customers who are marked and listed as DNC. Once a phone number of a customer (out of the five phones) is marked as DNC by ECM, the rest of his numbers won't also be dialed ever.
6Retries CompletedThis column shows the count of campaign contacts which have been completely tried out or dialed but couldn't connect successfully to the customer. It is the sum of contacts on which the campaign strategy was completely executed. However, the final call result of the call would be updated either in the "Results Breakup" column or under "SMS Attempted" Column.

Filters

  • Start Date
  • End Date
  • ECM Campaign Name


Note:

  • This report summarises results based on customer contacts final results instead of individual attempts. While the campaign is running, you may observe some data inconsistency.This is due to the scheduled retry attempts in a campaign strategy on all non-connected customers. The actual results will be summarised when all contacts in a campaign have been completely attempted (all attempts made) and call results synced.
  • The report is updated in real-time so as the campaign progresses and call results are synced for each call attempt, the results of the report are updated. For instance, if a contact is dialed in the first attempt and the second attempt is made via SMS, the column "Dialed" shows '1' for the first call attempt until the second attempt is made. As soon as the second attempt is made via SMS, the column is updated and the count of dialed contacts reduces to 0 based on the latest attempt made to the contact. 
  • Updates to the report are not automatic. You need to refresh the report manually to see the updated status.