POM Campaign Detail report page field descriptions

Last Updated : Nov 27, 2023 |

The Campaign Detail report displays the various contacts that POM attempts in a campaign for each action.

Tip:

A band separates every campaign and contains the campaign name, campaign type, and campaign strategy. POM displays the finish reason for the job next to the job ID.

Field or Button

Description

Query details:

Time Period

The time period for which POM fetches the results of the query.

Query Time

The time at which POM runs the query.

Filters

The list of filters that POM applies to the job.

Total Records

The total number of records that POM fetches for the report.

Report:

Job ID

The identifier of the running session of the outbound campaign.

Task Name

The name of the task that you specify in the campaign strategy.

Pacing Type

For the given job, POM uses one of the following types of pacing:

  • Cruise control

  • Custom

  • Expert Call Ratio

  • Manual

  • None

  • Preview

  • Progressive

  • Skill based

  • Time based

For more information about pacing, see Avaya Proactive Outreach Manager Overview and Specification.

Contact ID

The unique identifier that POM uses for the contact.

User Contact ID

The user-defined unique identifier for the contact.

Contact Name

The name of the contact.

Phone/E-mail

The phone number or the email address of the contact.

Attempted Field

The field name of the attempted contact.

Channel Type

The types of channels are as follows:

  • Voice

  • SMS

  • email

  • custom

Attempt Type

The attempt that POM makes on the contact is one of the following types:

  • Regular

    If the attempt is a fresh record attempt, the attempt type is Regular.

  • Callback

    If you set a callback on a particular record and POM starts the attempt at the callback time, the attempt type is Callback.

  • Out of Restrict

    After a fresh record is out of a temporary restriction and POM dials the record, the attempt type is Out of Restrict.

  • Retry

    After POM reattempts to dial a record based on the campaign strategy, the attempt type is Retry.

  • High Priority

    If POM dials a high priority contact, the attempt type is High Priority.

  • Redial

    If an agent dials the same customer again in the wrapup mode, the attempt type is Redial.

Completion Code

The disposition for a call, an SMS, or an email.

Parent POM Session ID

The session ID of the redial attempt that POM makes for the contact. POM also displays the session ID when POM makes a Preview attempt to the non-default number of the contact.

POM Session ID

The unique identifier for every contact attempt that POM makes.

UCID

An Avaya proprietary unique call identifier.

For a manual campaign, you always see blank values for the UCID.

Platform Session ID

The session ID for Avaya Experience Portal.

For manual campaign, you always see blank values for the Platform Session ID.

POM Server

The name of the server that POM uses for a contact attempt.

Media Server

The name of the Media server that you configure on the Avaya Experience Portal system.

For a manual campaign, you always see blank values for the Media server.

Zone

The name of the zone that POM associates with the campaign.

Interaction Attempt Time

The time at which POM starts an attempt for the contact.

Ringback Start Time

The timestamp when the Avaya Experience Portal system detects the ringing.

Last NW Disposition Time

The timestamp when the POM system updates the system disposition or the completion code for the last time.

Call Start Time

The timestamp when the call starts.

Call Connect Time

The timestamp when the call connects.

Call Completion Time

The timestamp when the call completes.

Nuisance Call

You can see the value as Nuisance only if the POM system marks the call as a nuisance call, else POM displays a dash sign (-).

Answer Machine by Agent Calls

Describes the field The value is True, only if the agent marks the call with a completion code Answer Machine by Agent , else the value is a dash sign (-). This field is applicable only for a campaign with pacing type as Expert Call Ratio, Cruise Control and Progressive.

Agent ID

The agent ID to whom the call is assigned. If a call is transferred to another agent, or if another agent is added to the conference, the Agent ID field in the report displays the ID of the agent to whom the call was initially presented by the system.

DNC Group Name

The name of the DNC group associated with the campaign.

DNC List Name

The name of the DNC list for restricted DNC attempts.

Start of Voice Offset

The time in milliseconds from the call connect time when the start of a voice event is received from the MPP platform.

Live Voice Offset

The time in milliseconds from the call connect time when a live voice event is received from the MPP platform.

Recorded Message Offset

The time in milliseconds from the call connect time when a recorded message event is received from the MPP platform.

Message End Offset

The time in milliseconds from the call connect time when a message end event is received from the MPP platform.

First Prompt Offset

The time in milliseconds from the call connect time when the first prompt of either an announcement or a notification is played to the customer.

Zip Tone Time

The time stamp when a zip tone is played to an agent.

Agent Connect Time

The time stamp when an agent connects to a customer.

For manual campaign, you always see blank values for Agent Connect Time.
Note:

  • For every POM call, more than one session can be generated on Avaya Experience Portal, depending on the type of application traversed such as PomDriverApp, Nailer, AvayaPOMNotifier, AvayaPOMAgent, or AvayaPOMAnnouncement application. So the number of records in the POM reports may not match the number of records in the Avaya Experience Portal Session Detail Report.

  • In case of voice campaigns, if you get the completion code as Network Refusal, the actual call is not launched but the session is generated, and the POM Campaign Detail Report shows the details for that record. The number of records in the POM reports may not match the number of records in the Avaya Experience Portal Call Detail Report as the Avaya Experience Portal Contact Detail Report does not show this record.

  • In case of redial, POM overrides the customer's previous phone numbers and call information with the number used for redial and the redialed call information. POM Campaign Detail report displays this latest dialed number and the time of the call.

    To see the number dialed before the redial for the same attempt, see POM Agent Activity report.

Tip:

A campaign job with no attempted contacts is not listed in the campaign detail report. You can obtain the details of such jobs from the campaign summary report that lists all the details for the campaign jobs. The campaign detail report lists details of all attempted contacts, thus jobs with no contacts attempted are skipped.

While a campaign is running, or data archival is in progress, updates for certain fields may be in progress for performance optimization, and may result in them being in a flux when displayed in the reports.

POM does not generate history for all the contact records for which the Ignore Unattempted contacts from reports check box is selected on the Global Configurations page.