SAP BCM Outbound Reports

[kei_torres]

Hello gurus,

I have one question regarding the SAP BCM Outbound Campaigns and their reports.

For creating an outbound campaign you define a template and upload a phone number list for progressive/preview dialing functionality. One of the columns, in the upload phone list, should be the ExternalID, and here is where my question is.

Does this ExternalID field appears on the standard reports for outbound campaigns? If not, what can I do for showing at least one of the fields from the template in the reports.

I'm asking this because in the Help documentation of SAP BCM system it mentions a lot of fields but all of them related to calculate the campaign performance, agents performance,etc. But I don't see any field that could contain the ExternalID so thats what I want to know, if any of you have seen this before.

Thanks and best regards,

Luis

[Former Member · Accepted solution]

Hello Luis,

Standard Outbound reports are statistical and do not contain any customer data, apart from the called number.

If you have a need for custom outbound reports, you could also make queries to reporting tables of Outbound database in order to use the ExternalID field and call result. Note that ExternalID must be unique for all rows within a campaign.

Kind Regards,

Tomi

[kei_torres · Accepted solution]

Hello Tomi,

Thank you very much for your answer, indeed it's correct what you are saying, I was planning to do something with the scripts that are being saved in the Outbound scripting reports using the {INITIALINFO} tag to add the ExternalID to one of the questions but I think it won't be useful.

In SAP BCM 6.0 "Reporting_User_Guide" it explains how to create reports but no info of how to modify standards was found, Do you know how to achieve this? or any documentation where I can find this topic for modifying standard reports?. I'm using SAP BCM 7.0.3 SP4 and SQL SERVER 2008 R2.

What I want with this, is to give the customer a report where he can easily detect what customer said or choose in the information displayed on the scripts, and the telephony information, for example, If CustomerA said that he want to buy a specific product, they want to know what product does CustomerA wanted, and if they said yes to a buying a product, they want to know which customers said yes, If one customer didn't answer the phone call they want to know which customer didn't answer it.

In the standard reports the information of How many specific products where chosen? is found, the total number of calls is found, but not a particular way to identify a particular customer ( in this example CustomerA).

Thank you very much in advanced.

Kind Regards,

Luis Torres

[Former Member · Accepted solution]

Hello Luis,

I presume you are not using SAP BCM integrated to SAP CRM, as then you would obviously do the report in SAP CRM.

One way to do what you described, is to use call scripting with Outbound campaign. You can then use ContactGUID information in order to link a specific customer with the stored script results in your custom report.

Kind Regards,

Tomi