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After extensive experience our base recommendation for outcomes to be considered for a sales campaign are:
* Contact - Callback - Afternoon (Incomplete)
''Main Menu > System Access Management > Security - Content Access > Form - Multiple Add Users by Form > Choose the form > Tick the users to grant access to''
Many of the Team and instant reporting requires the system to know a bit about the team and who is in it. This requires the organogram of your company to be set up. [[Organogram_with_Group_Profiling]]
Then you allocate your team to the Form
''Main Menu > System Access Management > Security - Content Access > Form - Add Security Groups to Form > Choose the From and the Security Group and assign them' Choosing a parent branch such as everyone is ideal for smaller company structures.
For a full explanation of all reports available [[Contact_Centre_Training]] CC-1-4 Introduction to Contact Centre Reporting == Operational Reports == The first tool needed is the Stack Report as described above. Not only is it used to set the current working outcome but also provides a useful report to see where the records are. ''Main Menu > Outbound Contact > Queue Management > Set Current Working Outcome > Choose your Form >'' The next tool is to list off all the records that have not been put back into the stack properly i.e. the agent has taken the record but not provided an outcome. ''Main Menu > Outbound Contact > My Team - Reports > My Team Out with agent Records > Choose your Form >'' == Data Reports == Retrieving all the data captured for a given period and exporting it to Excel is easily accomplished. ''Main Menu > Data Profiling > Instant - Data > Data - Data - Report by Period, by Outcome > Choose the period and the form > Choose the outcomes to include > Choose the fields to include > Download the report'' If you want a report where it only shows one customer, rather than one line for every interaction use the second report down in exactly the same way "Data - Data - Unique Data Records - Report by Period, by Outcome"
== Statistics Reports ==
=== General Statistics ===
To get an instant count of outcomes by agent:
''Main Menu > Data Profiling > Instant Statistics > Statistics - User - Report by Week > Choose the Week and the Form''
=== Drill Down Statistics ===
There is a reporting type called Grouped Outcome reports which, when the outcomes are set up as desired, is a key reporting tool for any outbound campaign. [[Data_Profiling_-_Grouped_Outcome]]
== Visualisation Reports ==
Examples of these are available from [[Data_Visualisation_Reports]]
