Outbound Contact Attributes

From Genesys Documentation
Jump to: navigation, search
This topic is part of the manual Genesys CX Insights Multicloud Projects Reference Guide for version Current of Reporting.

Attributes that you can use to build outbound-related reports.


Important
Use this document for Genesys CX Insights Multicloud deployments. For information relevant to Genesys CX Insights on-premises deployments, see the corresponding page in the Genesys CX Insights on-premises Projects Reference Guide.

The Outbound Contact folder contains numerous attributes that you can use to build outbound-related reports.

Note the following:

  • When creating attributes, any forms you create must have a one-is-to-one mapping relationship. For example, an attribute that represents the name of a customer can have only one phone number form associated with it.
Important
Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

The following Attributes are available in this folder and are described on this page.



Folder: Outbound Contact

Attribute name: Campaign

Folder: Outbound Contact
Description: Enables data to be organized by the name of the outbound campaign.
>> Back to list

Attribute name: Campaign Group

Folder: Outbound Contact
Description: Enables data to be organized by the group associated with the outbound campaign.
Form(s): Group Name
Forms in this attribute:
Form: Group Name

Table.Column: GROUP_CA.GROUP_NAME (WHERE GROUP_TYPE_CODE in ('NO_VALUE', 'UNKNOWN', 'AGENT','PLACE'))
Data type: Character

Description: Enables data to be organized by the name of the agent (or place) group to which the agent (or place), processing the interaction, belongs.
>> Back to list

Attribute name: Campaign Group Key

Folder: Outbound Contact
Description: Reserved for internal calculations.
>> Back to list


Folder: Outbound Contact > Agent Contact

Attribute name: Agent Group

Folder: Outbound Contact > Agent Contact
Description: Enables data within the reporting interval to be organized by the groups to which agents belong. An agent can belong to more than one agent group.
>> Back to list

Attribute name: Agent Name

Folder: Outbound Contact > Agent Contact
Description: Enables data to be organized by certain attributes of the agent who is associated with the interaction.
Form(s): User Name, Last Name, First Name, Employee ID
Forms in this attribute:
Form: Agent Name

Table.Column:
Data type:

Description: Enables data to be organized by the agent name.
Form: Employee ID

Table.Column: RESOURCE_A.EMPLOYEE_ID
Data type: Text

Description: Enables data to be organized by the Employee ID of the agent who is associated with the interaction.
Form: First Name

Table.Column: RESOURCE_A.AGENT_FIRST_NAME
Data type: Text

Description: Enables data to be organized by the first name of the agent who is associated with the interaction.
Form: Last Name

Table.Column: RESOURCE_A.AGENT_LAST_NAME
Data type: Text

Description: Enables data to be organized by the last name of the agent who is associated with the interaction.
Form: User Name

Table.Column: RESOURCE_A.RESOURCE_NAME
Data type: Text

Description: Enables data to be organized by the user name of the agent who is associated with the interaction.
>> Back to list

Attribute name: Business Result

Folder: Outbound Contact > Agent Contact
Description: Enables data to be organized based on the configured business result. Displayed as Source Business Result in some reports.
>> Back to list

Attribute name: Campaign

Folder: Outbound Contact > Agent Contact
Description: Enables data to be organized by the name of the outbound campaign.
>> Back to list

Attribute name: Campaign Group

Folder: Outbound Contact > Agent Contact
Description: Enables data to be organized by the group associated with the outbound campaign.
Form(s): Group Name
Forms in this attribute:
Form: Group Name

Table.Column: GROUP_CA.GROUP_NAME (WHERE GROUP_TYPE_CODE in ('NO_VALUE', 'UNKNOWN', 'AGENT','PLACE'))
Data type: Character

Description: Enables data to be organized by the name of the agent (or place) group to which the agent (or place), processing the interaction, belongs.
>> Back to list

Attribute name: Customer Segment

Folder: Outbound Contact > Agent Contact
Description: Enables data to be organized based on the configured customer segment. Displays as Source Customer Segment in some reports.
>> Back to list

Attribute name: Interaction Subtype

Folder: Outbound Contact > Agent Contact
Description: This Attribute enables data to be organized by the interaction’s subtype; for example, InboundNew or Outbound Notification.
>> Back to list

Attribute name: Interaction Type

Folder: Outbound Contact > Agent Contact
Description: Enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.
>> Back to list

Attribute name: Media Type

Folder: Outbound Contact > Agent Contact
Description: Enables data to be organized by the media type of the interaction; for example, Voice, Email, and Chat.
Form(s): Media Type, Media Name Code
Forms in this attribute:
Form: Media Name Code

Table.Column:
Data type: Text

Description: Enables data to be organized by the Media Name Code associated with the interaction. One of NONE, VOICE, EMAIL, CHAT.
Form: Media Type

Table.Column:
Data type: Text

Description: Enables data to be organized by the media type associated with the interaction. For example, VOICE, EMAIL, or CHAT.
>> Back to list

Attribute name: Service Subtype

Folder: Outbound Contact > Agent Contact
Description: Enables data to be organized by the detailed type of service that the customer requested. Displays as Source Service Subtype in some reports.
>> Back to list

Attribute name: Service Type

Folder: Outbound Contact > Agent Contact
Description: Enables data to be organized by the type of service that was assigned to the interaction. Displays as Source Service Type in some reports.
>> Back to list


Folder: Outbound Contact > Agent Contact > Agent Contact User Data Example

Attribute name: Dimension 1 - Dimension 5

Folder: Outbound Contact > Agent Contact > Agent Contact User Data Example
Description: These 5 attributes enables data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
>> Back to list

Attribute name: Dimension 6 - Dimension 10

Folder: Outbound Contact > Agent Contact > Agent Contact User Data Example
Description: These 5 attributes enables data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
>> Back to list


Folder: Outbound Contact > Contact Attempt

Attribute name: Business Result

Folder: Outbound Contact > Contact Attempt
Description: Enables data to be organized based on the configured business result. Displayed as Source Business Result in some reports.
>> Back to list

Attribute name: Campaign

Folder: Outbound Contact > Contact Attempt
Description: Enables data to be organized by the name of the outbound campaign.
>> Back to list

Attribute name: Campaign Group

Folder: Outbound Contact > Contact Attempt
Description: Enables data to be organized by the group associated with the outbound campaign.
Form(s): Group Name
Forms in this attribute:
Form: Group Name

Table.Column: GROUP_CA.GROUP_NAME (WHERE GROUP_TYPE_CODE in ('NO_VALUE', 'UNKNOWN', 'AGENT','PLACE'))
Data type: Character

Description: Enables data to be organized by the name of the agent (or place) group to which the agent (or place), processing the interaction, belongs.
>> Back to list

Attribute name: Contact List

Folder: Outbound Contact > Contact Attempt
Description: Enables data to be organized by the contact list (that is, the calling list) that was used to run outbound campaigns.
>> Back to list

Attribute name: Media Type

Folder: Outbound Contact > Contact Attempt
Description: Enables data to be organized by the media type of the interaction; for example, Voice, Email, and Chat.
Form(s): Media Type, Media Name Code
Forms in this attribute:
Form: Media Name Code

Table.Column:
Data type: Text

Description: Enables data to be organized by the Media Name Code associated with the interaction. One of NONE, VOICE, EMAIL, CHAT.
Form: Media Type

Table.Column:
Data type: Text

Description: Enables data to be organized by the media type associated with the interaction. For example, VOICE, EMAIL, or CHAT.
>> Back to list

Attribute name: Service Subtype

Folder: Outbound Contact > Contact Attempt
Description: Enables data to be organized by the detailed type of service that the customer requested. Displays as Source Service Subtype in some reports.
>> Back to list

Attribute name: Service Type

Folder: Outbound Contact > Contact Attempt
Description: Enables data to be organized by the type of service that was assigned to the interaction. Displays as Source Service Type in some reports.
>> Back to list


Folder: Outbound Contact > Contact Attempt > Contact Attempt User Data Example

Attribute name: Dimension 1 - Dimension 5

Folder: Outbound Contact > Contact Attempt > Contact Attempt User Data Example
Description: These 5 attributes enables data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
>> Back to list

Attribute name: Dimension 6 - Dimension 10

Folder: Outbound Contact > Contact Attempt > Contact Attempt User Data Example
Description: These 5 attributes enables data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
>> Back to list