Outbound Contact folder

The Outbound Contact folder contains numerous objects that you can use to build reports describing agent handling of contact center interactions involving Outbound campaigns. The folder is organized into a series of subfolders, to make it easier to find the objects you need, as described in the following table. Many folders contain Custom folders, which are not described in this document; custom folders are provided to store any custom objects.

Important

Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

Outbound Contact folder and subfolders

This folder contains the following root folder and subfolders.

• Outbound Contact
• Outbound Contact > Agent Contact
• Outbound Contact > Agent Contact > Agent Contact User Data Example
• Outbound Contact > Contact Attempt
• Outbound Contact > Contact Attempt > Contact Attempt User Data Example

Folder: Outbound Contact

Introduced: 9.0.007.03

Description: The root folder for objects related to Genesys Outbound Contact Server transactions. Refer to the descriptions of subfodlers for more information.

Metrics: Accepted Avg Handle Time Start Date Time Key

Attributes: Campaign Campaign Group Campaign Group Key

Folder: Outbound Contact > Agent Contact

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization, measurement, and filtering of Info Mart data, based on the campaigns with which interactions are associated. Counts and duration measures are attributed to the reporting interval in which interactions entered the contact center.

Metrics: Accepted Avg Engage Time Avg Handle Time Avg Hold Time Avg Preview Time Avg Wrap Time Consult Received Accepted Consult Received Hold Consult Received Time Consult Received Warm Hold Consult Received Warm Time Consult Received Warm Wrap Consult Received Warm Wrap Time Consult Received Wrap Consult Received Wrap Time Engage Time Group Combination Handle Time Hold Hold Time Invite Invite Time Offered Preview Preview Time Revenue Satisfaction Short Start Date Time Key Transfer Initiated Agent Wrap Wrap Time

Attributes: Agent Group Agent Name Business Result Campaign Campaign Group Customer Segment Interaction Subtype Interaction Type Media Type Service Subtype Service Type

Folder: Outbound Contact > Agent Contact > Agent Contact User Data Example

Introduced: 9.0.011

Description: Objects in this folder enable the organization and measurement of Info Mart data based on agent contact activity associated with a given campaign.

Metrics: There are no metrics in this folder

Attributes: Dimension 1 - Dimension 5 Dimension 6 - Dimension 10

Folder: Outbound Contact > Contact Attempt

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart data based on contact attempt user data activity.

Metrics: Abandoned Waiting Accepted All SIT Answering Machine Detected Attempts Avg CPD Dial Time Avg CPD Time Avg CPD Transfer Time Busy Busy Campaign Callbacks Completed Callbacks Missed Callbacks Scheduled Canceled CPD CPD Dial CPD Dial Time CPD Time CPD Transfer CPD Transfer Time Dial Dropped Dial Made Do Not Call Fax Modem Detected No Signal Not Accepted Overdial Personal Callbacks Completed Personal Callbacks Missed Personal Callbacks Scheduled Port Unavailable SIT Detected SIT Invalid Number SIT No Circuit SIT Operator Intercept SIT Ratio SIT Reorder SIT Unknown SIT Vacant Start Date Time Key

Attributes: Business Result Campaign Campaign Group Contact List Media Type Service Subtype Service Type

Folder: Outbound Contact > Contact Attempt > Contact Attempt User Data Example

Introduced: 9.0.011

Description: Objects in this folder enable the organization and measurement of Info Mart data based on contact attempt activity associated with a given campaign.

Metrics: There are no metrics in this folder

Attributes: Dimension 1 - Dimension 5 Dimension 6 - Dimension 10

Reports built primarily from the objects in the Outbound Contact folder and subfolders

• Agent Outbound Campaign Report
• Campaign Callbacks Summary Report
• Campaign Summary Report
• Contact List Effectiveness Report

For more information about Outbound Contact reports, see the Genesys CX Insights 9.0 User's Guide.