Symptom / Need

You need to know the detailed information of each call made in a Preview campaign, including the agent who handled it, the result of the call, the typing used and the comments recorded.

Context / Scenarios

This report is useful when you need to analyze the performance of calls in a Preview campaign, identify customer contact patterns, or verify the quality of agent management in each call attempt.

Answer (Solution/Recommendation)

The report "5. Preview call detail x call", available in the "Campaigns" tab of the "Reports" section of wolkvox Manager, shows the details of each call made in a Preview type campaign.

Columns in this report include:

• "TYPE_OF_ROW": Indicates the type of marking. It can be:
  • preview: Call made in a Preview campaign.
  • call: Manual call.
• "CAMPAIGN_ID": Campaign ID.
• "CUSTOMER_NAME" and "CUSTOMER_LAST_NAME": First and last name of the customer contacted.
• "RESULT": Result of the dialing. It can be:
  • ANSWER: There was an answer to the call.
  • ANSWER-MACHINE: A machine answered.
  • BUSY / OCCUPADO: Busy line.
  • MAILBOX: The call was transferred to a voicemail box.
  • CLEAN: Without starting call.
  • CONGESTION: Congestion in the trunk.
  • NON-OWNER ANSWERED (WPC): Someone other than the owner of the telephone line answered.
  • OWNER ANSWERS (RPC): The owner of the telephone line answered.
  • DO-NOT-CALL_CLEAN: Phone on call restriction list.
  • FAILED: Dialing attempt failed.
  • FAX: The number belongs to a fax line.
  • NA: Not applicable.
  • NO-ANSWER: The customer did not answer the call.
  • WRONG PHONE NUMBER: Phone number does not exist.
• "LAST_CODE_ACT": Last activity code used in the last call to the client to typify its result.
• "COMMENTS_CUSTOMER_REG": Customer's registered comments.
• "CUSTOMER_ID": Customer identification number.
• "AGENT_ID": Extension number of the agent who made the call.
• "CONN_ID": Unique identification of the call.
• "TELEPHONE": Telephone number dialed.
• "HANG_UP": Indicates who ended the call.
• "TYPE_INTERACTION": Type of call, which can be:
  • conference: Conference call.
  • inbound: Incoming call.
  • internal call: Internal call.
  • internal call_inb: Internal call in.
  • internal call_que: Internal call from a queue.
  • out_pre: Outgoing call in Predictive campaign.
  • outbound_ma: Manual outbound call.
  • transfer: Call transferred.
• "CALL_RESULT": Result of the call (for example, answer if it was answered).
• "DATE": Exact date and time of the call.
• "TIME": Duration of the call.
• "CODE_ACT": Call typing code.
• "COMMENTS": Comments recorded by the agent when typing the call.

To generate this report, select the specific campaign or use the “All” option to get a general analysis of all campaigns.