Introduction

The "5. Preview Call-by-Call Detail" report, available in the 'Campaigns' tab of the reports section in wolkvox Manager, allows you to check the details of calls associated with preview campaign management, including both customer record information and call data with its final classification.

This report is useful for reviewing, record by record, how each contact was managed, which agent was involved, what the dialing result was, what happened during the call, and with which activity code it was classified.

Before generating this report, it is necessary to select the campaign for which you want to query the information in the field located above the list of reports in the Campaigns tab. Campaigns are displayed by their ID number. You can also select 'All' to obtain a consolidated report of all campaigns.

Report Information

The columns in this report include the following information:

• TYPE_OF_ROW: Indicates the type of row shown in the report. This column can display values such as:
  • PREVIEW: Corresponds to the preview campaign record.
  • CALL: Corresponds to the detail of a call associated with the record.
  • TOTAL: Corresponds to a consolidated row of the record or customer within the report.
• CAMPAIGN_ID: Identification number of the campaign.
  • In some cases, this field may be shown along with the campaign name.
• CUSTOMER_NAME: Name of the customer or contact.
• CUSTOMER_LAST_NAME: Last name of the customer or contact.
• RESULT: Indicates the result associated with the management record. This column can display values such as:
  • RPC or equivalent descriptions such as CONTESTA TITULAR: Indicates effective contact with the account holder.
  • CLEAN: Indicates that no call has been initiated or that the record remains clean within the flow.
  • BUZON: Indicates that the management reached voicemail or an answering machine.
  • In TOTAL type rows, this column can also show consolidated texts, for example, the total number of calls associated with the record.
• LASTCOD_ACT: Last activity code used in the last managed call for that customer or record.
• COMMENTS_CUSTOMER_REG: Comments registered about the customer or record within the campaign.
• CUSTOMER_ID: Customer identification number.
• AGENT_ID: Agent's extension number within the wolkvox system.
• CONN_ID: Call identification number.
• TELEPHONE: Customer's phone number associated with the record or call.
• HUNG_UP: Indicates who ended the call.
  • This column can show the value of the participant who hung up first, for example:
  • customer: The customer ended the call.
• TYPE_INTERACTION: Type of call associated with the record. This column can display values such as:
  • conference: Conference call.
  • inbound: Inbound call.
  • internal call: Internal call.
  • internal call_inb: Inbound internal call.
  • internal call_que: Internal call coming from a queue.
  • out_pre: Outbound call in predictive campaign.
  • outbound_ma: Manual outbound call.
  • transfer: Transfer call.
• CALL_RESULT: Result of the call. This column can display values such as:
  • ANSWER: The call was answered.
• DATE: Date and time of the management or reported call.
• TIME: Duration of the call.
• CODE_ACT: Activity code used to classify the result of the call.
• COMMENTS: Comments left by the agent when classifying the result of the call.

Important Consideration About the Report Structure

This report mixes preview record rows, call rows, and total rows, so the same management can appear in several related lines. Therefore, it should not be read as a simple list of independent calls, but as a chained detail of the record, its associated call(s), and its final consolidation.

Important Consideration About the Results

This report includes two types of results:

• RESULT, which reflects the status or result of the record within the preview management.
• CALL_RESULT, which reflects the specific result of the call made.

This allows distinguishing between the overall status of the contact within the campaign and the specific behavior of the associated call.

This report is especially useful for auditing preview campaigns in detail, reviewing the traceability of each contact, validating the behavior of calls made by agents, and understanding how each management was finally classified.