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Working with Standard Reports >
Predictive and Preview Reports
This topic describes the predictive and preview reports. It includes the following information:
NOTE: You cannot view these reports if your contact center is not running predictive or preview campaigns.
Preview Summary Report
The Preview Summary Report provides a breakdown of the project outcomes (for example, busy and no answer) of all preview call attempts, and the follow-up action taken in response to each outcome.
Table 71 describes the Preview Summary Report and the corresponding tables.
Table 71. Preview Summary Report
| Column
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Description
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Table
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| Project
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The name of the preview calling project.
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Corresponding tables include:
- HistoryActions
- HistoryPredictiveResults
- ReportsPreview
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| Outcome
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The outcome assigned to the interaction by the agent.
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Corresponding tables include:
- HistoryActions
- HistoryPredictiveResults
- ReportsPreview
- HasOutcomeName
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| Phone
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The telephone number dialed in the preview call attempt.
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Corresponding tables include:
- HistoryActions
- HistoryPredictiveResults
- ReportsPreview
- HasPhone
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| Action
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The action taken as a result of the predictive call attempt.
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| None
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No action is required.
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Corresponding tables include:
- HistoryActions
- HistoryPredictiveResults
- ReportsPreview
- HasAction
- ActionID
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| Add to Do Not Call List
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Choosing this result removes the number from the preview calling list, so that Oracle Contact Center Anywhere does not provide the number to agents to call again.
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Corresponding tables include:
- HistoryActions
- HistoryPredictiveResults
- ReportsPreview
- HasAction
- ActionID
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| Call Back
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Oracle Contact Center Anywhere will call this number back at a specified day and time.
NOTE: Callbacks for predictive and preview calls work differently from callbacks for ACD calls.
When you schedule an ACD callback (after the customer calls your company and is routed to you), Oracle Contact Center Anywhere automatically calls the customer at the correct time, and then connects the customer to an agent.
When you schedule a callback for a predictive or preview call, Oracle Contact Center Anywhere tries to call every number in the current Dialer List before it tries the callback number. (A dialer list is the list of predictive or preview phone numbers that Oracle Contact Center Anywhere is using.)
If there are a lot of numbers in the current dialer list, it is possible that the callback is not dialed at the time that you set in the Outcome dialog box.
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Corresponding tables include:
- HistoryActions
- HistoryPredictiveResults
- ReportsPreview
- HasAction
- ActionID
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| Personal Callback
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When selected, Oracle Contact Center Anywhere adds a new task to your Task tab. When the time for the callback arrives, Interaction Manager opens a reminder box on your machine with the customer's name and phone number.
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Corresponding tables include:
- HistoryActions
- HistoryPredictiveResults
- ReportsPreview
- HasAction
- ActionID
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Predictive Summary Report
The Predictive Summary Report lists the total number of occurrences of each possible predictive call result for the selected projects or workgroups.
Table 72 describes the Predictive Summary Report, the columns, and their corresponding tables.
Table 72. Predictive Summary Report
| Column
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Description
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Table
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| Results
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The result of the predictive call attempt is under this main heading.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Answer
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A result in which a person answered the predictive call.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Answer, Not Connected
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A result where the predictive call was answered, but the agent and the client were not connected.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResult
- ResultsID
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| Answering Machine
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A result where an answering machine answered the predictive call.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Answering Machine, Not Connected
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A result in which the predictive call was answered, but the agent and the answering machine were not connected.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Busy
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A result in which the predictive call reached a busy signal.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Error
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A result in which an error prevented the predictive call from being made. For example, there was no dial tone, or no line was available, and so on.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Fax
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A result in which a fax machine answered the predictive call.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Invalid
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A result in which the number used for the predictive call was out of service, or not a valid number.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| No Answer
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A result in which there was no answer to the number dialed.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Action
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The action taken as a result of the attempted predictive-call can be one of the items listed in the following cells:
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| Abandon before connect
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The call was abandoned before connecting to an agent.
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Not applicable
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| Call back
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Oracle Contact Center Anywhere will call this number back at the specified time.
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Not applicable
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| Call back message
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Left the specified message on the answering machine that answered the predictive call, and will call this number back at the specified time.
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Not applicable
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| Call back message failed
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Failed to leave the specified message on the answering machine that answered the predictive call.
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Not applicable
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| Call failed
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The predictive call failed.
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Not applicable
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| Connect to agent
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The predictive call was connected to an agent.
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Not applicable
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| Leave message
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Left the specified message on the answering machine that answered the predictive call.
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Not applicable
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| Leave message failed
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Failed to leave the specified message on the answering machine that answered the predictive call.
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Not applicable
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| Out of list
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The number was removed from the predictive database and is not called again.
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Not applicable
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| Route to project
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The predictive call was answered then routed to a project.
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Not applicable
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| Route to project failed
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The predictive call was answered by routing to the other specified project that failed.
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Not applicable
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| Send Fax
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Sent the specified fax to the fax machine that answered the predictive call.
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Not applicable
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| Send Fax failed
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An attempt to send a fax was unsuccessful.
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Not applicable
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| Outcomes
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Outcomes are call results that are configured by the company administrator and assigned to the predictive project.
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Not applicable
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| Total
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The total number of predictive call attempts receiving results, actions, or outcomes. (This number totals 100%.)
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Total
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The total number of predictive call attempts for each result, action, or outcome, and the percentage of each type.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Percentage of Answer Machine, Not Connected to Answer
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This report automatically calculates the percentage of interactions that received an Answer Machine, Not Connected outcome compared with those that received an Answer outcome.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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| Percentage of Answer, Not Connected to Answer
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This report automatically calculates the percentage of interactions that received an Answer, Not Connected outcome compared with those that received an Answer outcome.
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Corresponding tables include:
- LibOutcome
- ReportsOutcome
- ReportsPredictive
- HistoryPredictiveResults
- ResultsID
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Predictive Detailed Report
The Predictive Detailed Report provides statistics in three different formats:
- Results. Detected by the predictive dialer of the call attempt (Answered, Error, Answer Machine, and so on).
- Outcomes. All calls handled by the agent (Sale, Sale Pending, No Sale, and so on), as defined for the company.
- Actions. Based on the dialer results (call back later, leave a message, and so on).
NOTE: You can run the Predictive Detailed Report in a number of ways, because this report can become large.
Table 73 describes the Predictive Detailed Report, the columns, and their corresponding tables.
Table 73. Predictive Detailed Report
| Column
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Description
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Table
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| Results
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The results column shows the type of predictive call attempts.
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| Total
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The total number of each interaction result type and the percentage of that type compared with all results.
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Error
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An error (such as no dial tone, no line available, and so on) prevented the predictive call from being made.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ResultID
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Busy
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The predictive call resulted in a busy signal.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ResultID
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No Answer
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There was no answer at the number dialed.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ResultID
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Fax
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A fax machine answered the predictive call.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ResultID
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Invalid
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The number used for the predictive call was out of service, or not a valid number.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ResultID
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Answer, Not Connected
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The predictive call was answered, but the agent and the client were not connected.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ResultID
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Answering Machine
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An answering machine answered the predictive call.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ResultID
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Answer
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A person answered the predictive call.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ResultID
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Answering Machine, Not Connected
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The predictive call was answered, but the agent and the answering machine were not connected.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ResultID
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| Total
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The total number of interactions for each result type. The percentage equals 100%.
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| Actions
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The action taken as a result of the predictive call attempt.
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Abandon before connect
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Call was abandoned before connecting.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Call back
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Oracle Contact Center Anywhere will call this number back at the specified time.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Call back message
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Left the specified message on the answering machine that answered the predictive call. Oracle Contact Center Anywhere will call this number back at the specified time.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Call back message failed
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Failed to leave the specified message on the answering machine that answered the predictive call.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Call failed
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The predictive call failed.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Connect to agent
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The predictive call was connected with an agent.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Leave message
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Left the specified message on the answering machine that answered the predictive call.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Leave message failed
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Failed to leave the specified message on the answering machine that answered the predictive call.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Out of list
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The number was removed from the predictive database, and will not be called again.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Route to project
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The predictive call was answered, and then routed to a project.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Route to project failed
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The predictive call was answered, but routing to the specified project failed.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Send Fax
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Sent the specified fax to the fax machine that answered the predictive call.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Send Fax failed
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An attempt to send a fax was unsuccessful.
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Corresponding tables include:
- ReportsPredictive
- HistoryActions
- HistoryPredictiveResults
- HistoryOutcomes
- ActionID
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Predictive Productivity Report
The Predictive Productivity Report shows the results for a specific predictive dialing project.
Table 74 describes the main report elements, their corresponding tables, and the formulas used in calculations (where applicable).
Table 74. Predictive Productivity Report
| Column
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Description
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Table
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Calculation
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| Agent Name
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The name of the agent included in this report.
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Corresponding tables include:
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Not applicable
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| Calls per Hour
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The number of calls accepted for each hour.
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Corresponding tables include:
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(Divided by number of login hours)
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| Calls Taken
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The number of calls that the agent accepted during the login period.
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Corresponding tables include:
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Not applicable
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| Close Rate Sales
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The percentage of sales that the agent made compared to the number of calls accepted during the login period.
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Corresponding tables include:
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Not applicable
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| Log in Duration
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How long the agent was logged in to this predictive campaign.
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Corresponding tables include:
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Not applicable
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| Number of Sales
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The number of sales made by the agent.
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Corresponding tables include:
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Not applicable
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| Sales per Hour
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The number of sales made for each hour.
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None
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(Divided by number of login hours)
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| Talk Time
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How long the agent spent in a Busy status during this predictive campaign.
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Corresponding tables include:
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Not applicable
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| Talk Time per Log In
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The percentage of time that the agent spent in a Busy status during the predictive campaign.
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Corresponding tables include:
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Not applicable
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Predictive Dialer Total Report
The Predictive Dialer Total Report shows a group of call-related statistics (number of calls, answer rate, and so forth) for predictive dialing in 1-minute intervals.
Table 75 describes the report elements, their corresponding tables, and the formulas used in calculations (where applicable).
Table 75. Predictive Dialer Total Report
| Column
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Description
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Table
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Calculation
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| Abandon Rate (Dropped Rate)
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This field shows the percentage of calls that were determined to have been answered. A connection to an agent could not be made in the acceptable time. As a result, the call was disconnected.
NOTE: This field is cumulative.
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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(total number of dropped calls) divided by (the total number of calls since the project started)
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| Answer Rate
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The total number of answered calls compared with the total number of calls since the project began.
NOTE: This field is cumulative.
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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(total number of live answered calls) divided by (the total number of calls since the project started)
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| Average Waiting Time
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The average time that all agents in the project spent waiting to be given a call since predictive dialing began. This field is cumulative.
To be considered waiting, an agent must be:
- Available
- Associated with a predictive project that is running
- Logged in to predictive dialing
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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Not applicable
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| Dialer Ratio
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A predictive call can have a number of different results. For example, there might be no answer, the line might be busy, or the customer might hang up. Therefore, on average, Oracle Contact Center Anywhere calls more than one number to successfully connect one customer to an agent. The number of calls that Oracle Contact Center Anywhere makes to successfully connect one customer to an agent is called the dialer ratio.
If Oracle Contact Center Anywhere makes an average of three calls before it connects one customer to an agent, then the dialer ratio is three calls to one. The completed call was the third call.
Oracle Contact Center Anywhere tries to predict when an agent is available and makes a specific number of predictive calls. If the dialer ratio is fixed, the ratio is reported from the setting in Administration Manager. If the dialer ratio was set to pacing in Administration Manager, the dialer algorithm dynamically calculates the dialer ratio.
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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Not applicable
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| Number of Active Calls
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The number of calls that were active in Oracle Contact Center Anywhere during the reporting interval. A call is considered active when Oracle Contact Center Anywhere begins dialing that number. A call is considered inactive when a customer or agent hangs up, or when Oracle Contact Center Anywhere hangs up.
For example, if the project is in the 5th minute of running, the total number of calls made (Number of Calls) might be 50. However, during the 5th minute, only 15 calls might be active.
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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Not applicable
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| Number of Calls
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The total number of calls made since the predictive project began in Administration Manager.
This number is cumulative for as long as the predictive project runs. If you stop the project, the number of calls resets to zero (0).
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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Not applicable
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| Number of Calls Per Agent
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Reflects the average number of calls handled by each agent.
NOTE: This field is cumulative.
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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(total number of calls) divided by (the total number of times that agents had an Available status)
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| Number of Calls Per Hour
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The average number of calls made for each hour.
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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([total number of calls made] divided by [the total dialing time]) multiplied by 60 hours
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| Project Name
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The name of the project(s) selected for the report.
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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Not applicable
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| Time
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Each row in the report shows the statistics for 1 minute of predictive dialing.
For example, if you choose a report start time of 9:00 A.M. and a report end time of 5:00 P.M., the report has 480 rows for each project selected.
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Corresponding tables include:
- PredictiveProjectStats
- ReportsPredictiveTotal
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Not applicable
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