This page describes how you can use the Agent Outbound Campaign Report to learn more about how agent time is used on a campaign-by-campaign basis.
[+] Tip: How do I generate a report?
How do I generate a report?
The short answer is: Access Reporting in the Genesys PureEngage Cloud, open a report (from Document List > Interactive Insights > 8.x.x > <name of report>), and click Refresh All to populate the report. For more information, see How do I generate Historical Reports in Genesys PureEngage Cloud?.
The Main tab of this report provides detailed information about total and average durations of callhandling activities for agents who participate in outbound campaigns. The Summary tab of this report focuses on handle and preview time, organized by campaign.
You can specify the Dates, Business Results, Campaign, Agent Groups, Agents, and Tenants on which to report.
The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:
| Prompt | Description |
|---|---|
| Pre-set Date Filter | Choose a Date Range from the list of preset options. This prompt overrides the Start Date and End Date values. |
| Start Date | Choose the day and hour from which to begin collecting data into the report. This prompt has no effect if Pre-set Date Filter is set to anything except None. |
| End Date | Choose the day and hour at which to stop collecting data into the report. This prompt has no effect if Pre-set Date Filter is set to anything except None. |
| Business Result | Select one or more business results for which to gather data into the report. Default: ALL |
| Campaign | Select one or more campaigns for which to gather data into the report. Default: ALL |
| Agent Group | Select one or more agent groups for which to gather data into the report. Default: ALL |
| Agent | Select one or more agent for which to gather data into the report. Default: ALL |
| Tenant | Select one or more tenants for which to gather data into the report. Default: ALL |
| Measure | Description |
|---|---|
| Agent Contact \ Avg Handle Time | The average amount of time, in seconds, that this agent spent handling interactions that were associated with this campaign. This measure is computed as handle time divided by the sum of accepted interactions and simple consult interactions that the agent received. |
| Agent Contact \ Engage Time | The total amount of time, in seconds, that this agent was engaged with customers for interactions that were associated with this campaign. This measure excludes engagement time that is associated with simple consultations and other interaction-related durations, such as hold time, ACW (Wrap) time, and alert (ring) time. |
| Agent Contact \ Avg Engage Time | The average amount of time, in seconds, that this agent was engaged with customers on interactions that were associated with this campaign. |
| Agent Contact \ Hold Time | The total amount of time, in seconds, that this agent had customers on hold for interactions that were associated with this campaign. |
| Agent Contact \ Avg Hold Time | The average amount of time, in seconds, that customers spent on hold for interactions that were associated with this campaign. This measure is attributed to the interval in which the interactions were accepted by this agent. |
| Agent Contact \ Wrap Time | The total amount of time, in seconds, that this agent spent in ACW (Wrap) state for customer interactions that the agent received and that were associated with this campaign. |
| Agent Contact \ Avg Wrap Time | The average amount of time, in seconds, that this agent spent performing after call work for customer interactions that were associated with this campaign. |
| Agent Contact \ Preview Time | The total amount of time, in seconds, that this agent spent previewing customer interactions that are associated with this campaign that the agent requested or that Interaction Server pushed to the agent’s desktop |
|
Agent Contact \ Avg Preview Time |
The average amount of time, in seconds, that this agent spent previewing interactions that the agent requested or that Interaction Server pushed to the agent’s desktop. |