UCCE Outbound

UCCE Outbound Reference Documents

Note although you set the Skillgroup OutboundControl variable value to be a string such as “PREVIEW_DIRECT_BLENDED”
If you query the value of this variable it will return the integer value below
e.g. PREVIEW_DIRECT_BLENDED will return teh integer value “8”

  • 1 = Predictive only
  • 2 = Predictive blended
  • 3 = Preview only
  • 4 = Preview blended
  • 5 = Progressive only
  • 6 = Progressive blended
  • 7 = Direct preview only
  • 8 = Direct preview blended

Reference

  • Campaign: Campaign name associated with the skill group
  • Skill: Peripheral skill group number
  • ID: ICM skill group ID
  • E: Enabled (Y or N)
  • M: Mode (N=None, P=Preview, R=Predictive/Progressive, A=Callback, D=Direct)
  • T: Type or direction ((N=None, I=Inbound, O=Outbound, B=Blended)
  • H-RT: Call hit rate
  • Err: Call error rate
  • Abnd: Call abandon rate
  • R-Idle: Cached records available for dialing
  • Used: Cached records being used for dialing
  • PreR: Records reserved for future calls (0 most of the time)
  • PPA: Ports allocated per agent in current skill group
  • SG-Ports: Ports allocated for skill group
  • LogIn: Logged in agents
  • Av-Skl: “Available” agents in skill group
  • Av-Dlr: Agents the Dialer considers available to receive reservation call
  • Rsrve: Active reservation calls
  • Rsrvd: Reserved agents
  • Max: Maximum number of agents the Dialer reserves at any one time
  • Dial: Customer calls in progress
  • Talk: Agents talking with customers dialed by the Dialer
  • Agnt %: Configured using the ICM Script Editor that indicates which percentage of agents within the current skill group are available for outbound dialing
10:29:14 baDialer Trace: Campaign name                     Skill ID    E M T H-RT Err  Abnd Cncl R-Idle/Used PreR PPA   SG-Ports   LogIn Av-Skl Av-Dlr Rsrve Rsrvd/Max Dial Talk Agnt %
==============================================================================================================================================================================
10:29:14 baDialer Trace: PreviewDemo                       27173 05113 N N I   0%   0%   0%   0%     0/    0    0  1.50    0 (  0%)     1     0     0      0     0/   0    0    1   0%
10:29:14 baDialer Trace: Campaign1                         78156 06130 Y D B   0%   0%   0%   0%     1/    0    0  1.50    0 (  0%)     1     0     0      0     0/   0    0    1 100%
10:29:14 baDialer Trace: Campaign2                         71185 06127 N D B   0%   0%   0%   0%     0/    1    0  1.50    0 (  0%)     1     0     0      0     1/   2    0    0 100%
10:29:14 baDialer Trace: Callback                          00000 -0001 N A O   0%   0%   0%   0%     0/    0    0  1.50    0 (  0%)     0     0     0      0     0/   0    0    0 100%
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