Campaigns

On the campaign monitoring page you have access to real-time information about the campaign.

Real-time_campaigns_home.png

On the campaign monitoring page you can:

 

Current information:

On the campaigns monitoring page the following information is displayed:

  • Campaigns active - Displays the amount of campaigns active at the moment.
  • Processed interactions - The amount of interactions dealt with, so far.
  • Interactions waiting - Displays the amount of interactions in queue waiting to be delivered to an agent.
  • Agents available - The amount of agents waiting for calls.
  • Agents not ready - The amount of agents with status not ready.
  • Inbound campaigns:
    Note: Click on an inbound campaign to get information concerning only that campaign.
    • Name: The name of the inbound campaign.
    • Call SLA: The percentage of call interactions that met the Service Level Agreement target.
    • IM SLA: The percentage of IM interactions that met the Service Level Agreement target.
    • Email SLA: The percentage of email interactions that met the Service Level Agreement target.
      Note: The Real-time_campaigns_home_sla.png indicates the percentage of interaction that met the Service Level Agreement. The black line indicates the Service Level Agreement target value.
    • Waiting: The amount of calls waiting to be handled.
    • Response ratio: The ratio of handled interactions as a percentage of the total interactions.
    • Oldest waiting: How long the oldest call is waiting to be handled.
    • Abandoned interactions: The amount of interactions that were not handled.
    • Average waiting time: The average time a call stays on queue.
    • Average interaction duration: The average time, for an incoming interaction, to be handled.
    • Agents - Displays the number of agents per status:
      • Realtime_agentstatus_green.png - Ready/idle: Agents ready to receive an interaction.
      • Realtime_agentstatus_red.png - Busy: Agents handling an interaction.
      • Realtime_agentstatus_yellow.png - Wrapper: Agents wrapping up an interaction.
      • Realtime_agentstatus_gray.png - Not ready/idle : Agents not ready on any service.
  • Outbound campaigns: 
    Note: Click on an outbound campaign to get information concerning only that campaign.
    • Name: The name of the outbound campaign.
    • Remaining contacts: Displays the amount of contacts waiting to be launched.
    • Nuisance ratio: Displays the nuisance ratio in the selected contact lists (number of hung up calls as a percentage of the launched calls).
    • Success ratio: Displays the success ratio in the selected contact lists.
    • Average interaction duration: The average time, for an outbound interaction, to be handled.
    • Agents - Displays the number of agents per status:
      • Realtime_agentstatus_green.png - Ready/idle: Agents ready to receive an interaction.
      • Realtime_agentstatus_blue.png - Preview: Agents previewing the contact of an outbound call. This is valid for Preview Outbound campaigns.
      • Realtime_agentstatus_red.png - Busy: Agents handling an interaction.
      • Realtime_agentstatus_yellow.png - Wrapper: Agents wrapping up an interaction.
      • Realtime_agentstatus_gray.png - Not ready/idle : Agents not ready on any service.

 

Inbound campaigns:

Clicking on an inbound campaign displays the information concerning the designated campaign:

InbCampaigns.png

On the inbound campaign window:

  • Click on Outbound_importContacts_lists_options.png on an agent's row, to select that agent for a listen in request. If selected, you'll get a notification, when the designated agent has an interaction.
  • Click on Real-time_campaigns_vieaswallboard.png to expand the window.

 

Outbound campaigns:

Clicking on an outbound campaign displays the information concerning the designated campaign:

OutCampaigns.png

On the outbound campaign window:

  • Click on Outbound_importContacts_lists_options.png on an agent's row, to select that agent for a listen in request. If selected, you'll get a notification, when the designated agent has an interaction.
  • Click on Real-time_campaigns_vieaswallboard.png to expand the window.

 

To see as wallboards:

  • Click on Real-time_campaigns_vieaswallboard.png, on the top-right corner of the screen.
  • The real-time screen is expanded to occupy all the screen:
    Real-time_campaigns_wallboard.png

 

 

To request listen in:

  • Click on Outbound_importContacts_lists_options.png on the desired campaign.
  • Click on Listen in. A pop-up appears:
    Real-time_campaigns_listenin.png
  • On the pop-up window:
    • Select the type of listen in, from the drop-down menu:
      • Voice
      • Screen
      • Voice and screen
    • Select the listen in timeout (after this time, the supervisor will no longer be able to listen to the call or observe the agent's screen).
    • Insert the phone number where the call is made to be listened (your extension).
    • Click CREATE to apply changes and proceed.
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