This page describes how you can use the Contact List Effectiveness Report to understand when calling lists are working optimally, and when they need to be cleaned up.
[+] 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 the number of contact attempts that were generated by an Outbound campaign, the ratio of attempts that resulted in the detection of a special information tone (SIT), and a breakdown of the call results of those SIT-detected attempts for the selected calling list.
The Summary tab of this report plots, in bar chart format, the SIT ratio for each calling list.
The report’s design internally filters the dataset to return Outbound voice-only interactions. This report is valid only when Genesys Outbound Contact Server is deployed within the environment.
You can specify the Dates, Contact Lists, 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. |
| Contact List | Select one or more contact lists from 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 |
|---|---|
| Contact Attempt \ SIT Ratio | The ratio of contact attempts that resulted in SIT detection to the total number of contact attempts generated by a specific calling list from this campaign. |
| Contact Attempt \ Attempts | The total number of contact attempts that the Outbound Contact Server processed for this campaign regardless of the disposition of each attempt or how the attempt was initiated. |
| Contact Attempt \ All SIT | The sum of all contact-attempt special information tone (SIT) measures for which the call result was one of the following values:
Note: The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration. Refer to the Genesys Outbound Contact documentation set for more information. |
| Contact Attempt \ SIT Detected | The total number of times that the system detected a special information tone for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_DETECTED'). A count of either 0 or 1 is attributed to this measure’s value for each contact attempt. |
| Contact Attempt \ SIT Invalid Number | The total number of times that the system detected a special information tone that indicated an invalid number for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_INVALID_NUMBER'). A count of either 0 or 1 is attributed to this measure’s value for each contact attempt. |
| Contact Attempt \ SIT No Circuit | The total number of times that the system detected a special information tone indicating that all circuits were busy for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_NC'). A count of either 0 or 1 is attributed to this measure’s value for each contact attempt. |
| Contact Attempt \ SIT Operator Intercept | The total number of times that the system detected a special information tone indicating that the dialed number either had been changed or disconnected for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE= 'SIT_IC'). A count of either 0 or 1 is attributed to this measure’s value for each contact attempt. |
| Contact Attempt \ SIT Reorder | The total number of times that the system detected a special information tone indicating incomplete digits, internal office, feature failure, call failure, no wink, or partial digits received for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_RO'). A count of either 0 or 1 is attributed to this measure’s value for each contact attempt. |
| Contact Attempt \ SIT Unknown | The total number of times that the system detected an unknown special information tone for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_UNKNOWN_CALL_STATE'). A count of either 0 or 1 is attributed to this measure’s value for each contact attempt. |
| Contact Attempt \ SIT Vacant |
The total number of times that the system detected a special information tone indicating an N11 code, a class code, or a prefix for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_VC'). A count of either 0 or 1 is attributed to this measure’s value for each contact attempt. |