Macros

Macro Name

Macro available in

Description

Base Script

Rule Action

Policy Behavior

AbandonmentRateByCalls

X

X

Percentage of Abandoned calls based on the total number of calls placed. Uses Total Calls as the divisor.

AbandonmentRateByContacts

X

X

Percentage of Abandoned calls based on the total number of contacts. Uses Total Contacts as the divisor.

AbandonmentRateByDetections

X

X

Percentage of Abandoned calls based on the total number of calls identified as contacts by call analysis. Uses Total Detections as the divisor.

ActiveAgents

X

X

Total number of active agents participating in the campaign.

ActiveCalls

X

X

Total number of active calls awaiting disposition.

ActiveGroup

X

Name of the active Rule Set Group is substituted for this macro tag. This allows generic Actions to be written and Copy/Pasted between Rules.

Agent ID

X

X

ID of Agent assigned to the active call.

Agent Name

X

Name of agent assigned to the call.

AgentStatus

X

Status of agent assigned to the call.

AnsweringMachineRate

X

X

Percentage of Answering Machine calls based on the total number of calls placed. Uses Total Machine and Total Calls.

BusyRate

X

X

Percentage of busy calls based on the total number of calls placed. Uses Total Busy and Total Calls.

Call ID

X

Inserts the Call ID of the active call.

CallAttribute:?

X

X

Inserts the value of an interaction attribute. In this context, the word attribute refers not to a database column, but to information about an interaction that travels with it throughout the Interaction Center.  Attributes are created by a variety of entities, including the Interaction Center itself. For example, the Telephony Services subsystem creates many default call object attributes when a call object is created. Handlers, CIC applications, and programs developed using various system APIs can create and modify attributes. 

Attributes are name/value pairs. To retrieve the value of an attribute, specify its name in the macro. The syntax is [CallAttribute:attribute_name]  For example to get the name of the workgroup queue containing the interaction, the macro would be:

Attribute names are not case-sensitive. "Eic_WorkgroupName"  and "eic_workgroupname" refer to the same attribute.  

You can also use the CallAttribute to retrieve the value of certain Dialer Call Attributes.

Note: For more information, see the Interaction Attributes Reference Guide in the System APIs section of the PureConnect Documentation library.

ContactAttribute:?

X

X

Inserts the contact list attribute value from the active Contact.

To set this macro, you must select a contact list, and then a contact attribute (database column). 

This macro assigns the dynamic result of a text substitution macro to the value of a database column

This macro can be used in a Policy Set item behavior to set the value of a database field to the value of another field.

CallsPerHour

X

X

Calculated number of calls placed per hour.

CampaignName

X

X

Name of the active Campaign is substituted for this macro tag. This allows generic Actions to be written and Copy/Pasted between Rules.

ContactRate

X

X

The rate at which calls are succeeding in finding a contact (live person).

ContactsLeftInRecycle

X

X

The number of contacts left in the current recycle. When this countdown value reaches zero, the list will be recycled.

CurrentTime

X

X

The current UTC time when macro substitution is performed.

DeletedRate

X

X

The rate at which calls are being dispositioned as Deleted.

FailureRate

X

X

Percentage of Failure calls based on the total number of calls placed. Uses Total Failure and Total Calls.

FaxRate

X

X

The rate at which calls are dispositioned as having detected Fax Machines.

FilterSize

X

X

The number of available contacts that are callable in the contact list. This number reflects the total number of contacts in the list (based on the last active filter) that have a callable status, without regard to Zone blocking.

Identity

X

X

The identity of the active Contact.

LoggedInAgents

X

X

Total number of agents logged into the campaign.

NoAnswerRate

X

X

Percentage of No Answer calls based on the total number of calls placed. Uses Total No Answer and Total Calls.

NumberToDial

X

X

The phone number that will be dialed.

PhoneNumberDeletedRate

X

X

Percentage of phone number deleted calls based on the total number of calls placed. Uses Total Phone Number Deleted and Total Calls.

PhoneNumberSuccessRate

X

X

Percentage of phone number success calls based on the total number of calls placed. Uses Total Phone Number Success and Total Calls.

RecycleCount

X

X

The current recycle count.

RecyclesRemaining

X

X

Number of recycles remaining before the current campaign is complete.

RegexPrefix:?

X

Returns all the text that comes before a match. See Using Regular Expressions.

RegexSuffix:?

X

Returns all the text that comes after a match. See Using Regular Expressions.

RegexSubexpressionMatch:?

X

Returns the text that matches a particular sub-expression. See Using Regular Expressions.

RemoteHangUpRate

X

X

Percentage of remote hang ups based on the total number of calls placed. Uses Total Remote Hang Ups and Total Calls.

RowID

X

X

The Row ID of the active Contact.

RuleName

X

X

Name of the Rule that was active is substituted for the macro tag. This allows generic Actions to be written and Copy/Pasted between Rules.

SITCallableRate

X

X

Percentage of SIT Callable dispositions based on the total number of calls placed. Uses Total SIT Callable and Total Calls.

SITRate

X

X

Percentage of SIT calls based on the total number of calls placed. Uses Total SIT and Total Calls.

SITUncallableRate

X

X

Percentage of SIT Uncallable dispositions based on the total number of calls placed. Uses Total SIT Uncallable and Total Calls.

SuccessRate

X

X

Percentage of success calls based on the total number of calls placed. Uses Total Success and Total Calls.

SystemHangUpRate

X

X

Percentage of system hang ups based on the total number of calls placed. Uses Total System Hang Ups and Total Calls.

TotalAbandoned

X

X

Total number of abandoned calls. This value is incremented at call completion time.

TotalAgentHours

X

X

Total number of agent hours logged into a campaign. Time value is incremented for each agent statistic update that has a property name of ('StageTime', 'IdleTime', or 'WrapUpTime').

TotalBusy

X

X

Total number of busy signals received. This value is incremented at call completion time.

TotalCalls

X

X

Total number of calls that have been completed during processing. Running totals are incremented when the Campaign server processes a call completion notification.

TotalContacts

X

X

Total number of calls that have completed with a wrap-up Category of Success, Failure or Deleted. Statistic counters are incremented when the Campaign server processes a call completion notification.

TotalDeleted

X

X

The total number of calls that have been dispositioned with the Deleted wrap-up Category code.

TotalDetections

X

X

The total number of calls that have been identified as contacts by call analysis.

TotalFailure

X

X

Total number of Failures (contacts that failed to achieve the goal of the campaign). This value is incremented at call completion time.

TotalFax

X

X

The total number of calls that have been dispositioned with the Fax wrap-up Category.

TotalMachine

X

X

The total number of answering machines that have been dispositioned with the Machine wrap-up Category. This value is incremented at call completion time.

TotalNoAnswer

X

X

Total number of No Answer contacts. This value is incremented at call completion time.

TotalPhoneNumberDeleted

X

X

Total number of phone number deleted contacts. This value is incremented at call completion time.

TotalPhoneNumberSuccess

X

X

Total number of phone number success contacts. This value is incremented at call completion time.

TotalRemoteHangUp

X

X

Total number of remote hang ups. This value is incremented at call completion time.

TotalSIT

X

X

Total number of calls that returned Special Information Tones (SIT) Tones. This value is incremented at call completion time.

TotalSITCallable

X

X

Total number of calls that have been identified as SIT Callable.

TotalSITUncallable

X

X

Total number of calls that have been identified as SIT Uncallable.

TotalSuccess

X

X

Total number of successes. This value is incremented at call completion time.

TotalSystemHangUp

X

X

Total number of system hang ups. This value is incremented at call completion time.

TotalWrongParty

X

X

Total number of contacts that reached the wrong party. This value is incremented at call completion time.

WrongPartyRate

X

X

The percentage of calls that reached the wrong party. This statistic is based on the total number of calls placed. The calculation uses Total Wrong Party and Total Calls.