Please Note:This feature is currently still being developed and  may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more.

View Dialer Campaign Data in CX Explore

Data from Dialer campaigns can be viewed and added to reports in CX Explore.

1. Where to Find PD Data
2. Available Dimensions and Measures
3. PD-Specific Dimensions

1. Where to Find PD Data

The data for the Predictive Dialer can be found in the Predictive Dial Explore of the CX Explore Model*
*For more information on CX Explore, check out the tutorials in our CX Explore Help Center by clicking here.

The following Predictive Dial data sets are available:

All above options display their own subset of Dimensions and Measures. See next section.

2. Available Dimensions and Measures

The following Predictive Dial data points can be added to a report:

• Predictive Dial
  
• Predictive Dial Client
  
• Predictive Dial Session
  
  
• Predictive Dial Session Call
  
  
• Predictive Dial Session Campaign
  
• Predictive Dial Session Program
  
• Predictive Dial Session User
  

3. PD-Specific Dimensions

Select dimensions from this section are used only in conjunction with the Predictive Dialer. These include:

• AMD Status
  • AMD= Answering Machine Detection
    • 0: NO DETECTION
    • 1: PERSON
    • 2: MACHINE
    • 3: UNSURE
  • The above are only reported on the "A" leg (Dialer -> Consumer)
• External Campaign Name
  • Predictive Dialer campaign name
    
    
• Final Disposition
  • The value of the disposition that may be applied before the call reaches the SingleComm queue.
  • This Predictive Dial dispo (Hangup Cause) will populate this field only if no SingleComm dispo exists.
  • If BOTH are present, the SC dispo takes priority.
    
    
• Gateway
  • Dialer Gateway (VoxTelesys is currently the only supported gateway)
    
    
• Hangup Cause / Hangup Cause Code
  The following are industry standard codes. Further info can be found on freeswitch.org or tools.ietf.org
  
  
  • UNALLOCATED_NUMBER / 1
    • number has a valid format but is not currently assigned
  • NORMAL_CLEARING / 16
    • indicates an answer and normal hangup as expected
  • USER_BUSY / 17
    • busy condition detected on consumer end
  • NO_USER_RESPONSE / 18 and NO_ANSWER / 19
    
    • the called party has been alerted but does not respond with a connect indication within a prescribed period of time
  • CALL_REJECTED / 21
    • call was rejected but not because of busy or incompatible conditions
  • EXCHANGE_ROUTING_ERROR / 25
  • INVALID_NUMBER_FORMAT / 28
    • called number is not valid or complete
  • NORMAL_TEMPORARY_FAILURE / 41
    • normally used for disconnected numbers
      *Any number reported as a 41 should be filtered as they could get used again. It is common for these to be subsequently misreported as code 18 or 19 if not removed after initial dial.
  • SWITCH_CONGESTION / 42
    • indicates high traffic
  • RECOVERY_ON_TIMER_EXPIRE / 102
    • indicates that a procedure has been initiated by the expiration of a timer in association with error handling procedures
  • INTERWORKING / 127
    • call (usually a call to SW56 service) has ended
  • ORIGINATOR_CANCEL / 487
  • DNC / -1
    • indicates number was from the DNC list and never pushed by the dialer
  • UNAUTHORIZED / -2
    • indicates a number that has been added to the blacklist by the dialer
  • FAILED / *
    
    
• Lead List Name
  • PD phonebook name
    
    
• Leg Type
  • 1 (A/dialer leg)
  • 2 (B/agent leg)

Agents/Crew data for reporting on campaign available time is also available in CX Explore in the Agent LogExplore.