Company

Company Name

The name of the company or companies as defined in Oracle Contact Center Anywhere.

Number of Tenants

Total number of companies represented in the report.

Package

Package

The package name defined for the company.

Configuration

Max. Agent Logins

The maximum agent logins defined for the company licensing.

This value represents the licensing limit of simultaneous agent logins defined for the tenant.

Agents Configured

The number of agent logins defined for the company.

Max. Supv Logins

The maximum supervisor logins defined for the company licenses in the report period.

Supervisors Configured

The number of supervisor logins defined for the company.

Total Interactions

Total Interactions

The total number of unique interactions received for the requested period.

Inbound ACD Calls

Inbound Offered

The number of incoming calls offered to the tenant for all projects.

Agent Handled

The incoming ACD calls handled by agents. If a call is transferred to another workgroup and answered, it will be handled multiple times.

IVR Handled

Incoming ACD calls handled by IVR. These calls are handled by the IVR, without involving the agent.

Abandoned

The number of incoming ACD calls offered to the tenant and abandoned. This number reflects the calls in the queue for the first project encountered.

Calls queued for multiple workgroups, and transferred calls are not counted as abandoned.

Outbound Direct & Preview/Predictive

Outbound Attempts

The number of outbound calls for direct outbound calls and preview or predictive calls for the company. The total indicates all outbound call attempts.

Answer/Complete

The predictive calls that were detected as answered by Oracle Contact Center Anywhere and delivered to an agent. These calls include preview calls where the agent set the outcome to Answered.

Busy

The number of predictive calls that were detected as busy by Oracle Contact Center Anywhere. These calls include the number of preview calls where the agent set the outcome to Busy.

No Answer

The number of predictive calls that were detected as No Answer by Oracle Contact Center Anywhere. These calls include the number of preview calls where the agent set the outcome to No Answer.

Answering Machine

The number of predictive calls that were detected by Oracle Contact Center Anywhere as a response from an answering machine. These calls include the preview calls where the agents set the outcome to Answering Machine.

FAX

The number of predictive calls that were detected as a fax machine by Oracle Contact Center Anywhere. These calls include the preview calls where the agent set the outcome to Fax.

Abandon

The number of predictive calls that were detected as answered. However, an agent was not available, and the call was abandoned.