Call List Attributes and Statistics

Certain statistics and attributes are provided for supervisors to see the status of calls and call lists in the Interaction Center (IC) WebClient. If automated dialing is used for call lists, then the Computer Telephony Integration (CTI) database sends information to the SAP CRM database with call list statistics once the call list is synchronized. For more information see Call List Synchronization.

Integration

Call list statistics are found in the SAP Easy Access screen, in Start of the navigation path Interaction Center Next navigation step Supporting Processes Outbound Calling Call List Maintenance End of the navigation path .

Features

There are two common terms that are used in the statistics:

Local
Statistics for the call list selected, not including the statistics for subordinate call lists.
Total
Statistics for the call list selected, plus statistics for the subordinate call lists.

The following statistics and attributes are available.

Field	Definition
Total Processed, Total in Process, Executing	Number of calls that are in the Executing call state in the call list and all subordinate call lists.
Processed, Local In Process, Executing	Number of calls that are in the Executing call state.
Total Completed	Number of calls that are in the Completed call state in the call list and all subordinate call lists.
Completed, Local Completed	Number of calls that are in the Completed call state.
Total Left, Total Ready	Number of calls that are in the Ready call state in the call list and all subordinate call lists.
Left, Local Ready	Number of calls that are in the Ready call state.
Total Size	Number of calls in the call list and all subordinate call lists.
Size, Local Size, Any State	Number of calls in the call list.
Total Locked	Number of calls that are in the Locked call state in the call list and all subordinate call lists. These calls were selected for processing, but were not executed.
Locked, Local Locked	Number of calls that are in the Locked call state in the call list. These calls were selected for processing, but were not executed.
Complete By	Date or time when call list should be completed by. If the call list is not completed by this date, it is considered overdue or past due.
Stop On	Date or time when processing should end for the call list. If no dates are specified, then the call list can be executed anytime.
Start On	Date or time when processing should begin for the call list. If no dates are specified, then the call list can be executed anytime.
Priority	Used for both calls and call lists.
Responsible, User, Responsible User	User ID of the responsible supervisor.
Attempts	Total number of attempts that were made to contact the business partner. This includes all agents that tried to contact the business partner.
Maximum Attempts	Maximum number of times a call can be executed. This attribute can be set for individual calls or at the call list level. All calls that do not have this value inherit the value from the call list, if one exists.
State, Call State	Current status of call, such as ready, locked, executing, completed.
Lock Owner, Call Owner	User ID of the agent who is currently processing the call.
Completion Status	Status of the call. If the call has been completed, this box will be selected.
Call Result	Result of the call, such as answering machine, busy signal, wrong number, and no answer.
Call Time	Date and time of the last call attempt.

Specifics of the IC

In addition to the statistics and attributes above, the following statistics are available only in the IC.

Field	Definition
Rescheduled	Number of unaccomplished calls that were rescheduled.
Stopped	Number of unaccomplished calls which have not been completed before the Stop On date and time.
Overdue	Number of unaccomplished calls that have exceeded the Complete By date and time.
Started On	Date and time when the first call attempt was made.
Completed On	Date and time when the last call was completed.
Call Duration	Average, minimum, and maximum time of the call.
Attempts	Average, minimum, and maximum number of call attempts.
Type	Call list types can be used to classify call lists into groups, for example, you might have one call list type for campaigns, and another type for telesales. You can define common logic for call list processing according to the type. Call list types are defined in Customizing for Customer Relationship Management by choosing Interaction Center WebClient Additional Functions Call Lists Define Call List Types . For more information, see corresponding IMG activity documentation.
Interaction Center	Call list management can support more than one interaction center. Use this field to define the interaction center that call lists belong to. Interaction center corresponds with an organizational unit in organizational management.
Control Execution Order	The standard dispatching components do not use this flag. It is only available for custom dispatching components. If selected, agents must execute calls in the order that is defined in the custom dispatching component.
Forbid Resorting of Calls by Agents	If checked, agents cannot sort calls.
Expected Duration	Average time a call should be executed. This attribute can be set for individual calls or at the call list level. All calls that do not have this value inherit the value from the call list, if one exists.
Maximum Duration	Maximum call time. This attribute can be set for individual calls or at the call list level. All calls that do not have this value inherit the value from the call list, if one exists.

Activities

Current statistics are shown when the supervisor logs into the application. However, this information does not refresh automatically, so the supervisor should use Refresh to see current statistics.

The system updates call list statistics when the following actions occur:

A call is created and/or added to a call list.
A call is deleted or removed from a call list.
The call state changes, such as ready, locked, or completed.

Example

Ms. Smith, the supervisor at the Best Product company wants to see the status of the New Customer Call List. She knows the call list contains many calls and expects it to be completed in a few days. Depending upon the statistics, she may assign more agents to work on the call list to finish it on time. She logs into the system and sees that the call list is 85% completed and decides not to assign any more agents as the call list will be finished soon.