Campaigns

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

On the campaign monitoring page you can:

• See current information
• See as wallboards
• Request listen in

 

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  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:
    •  - Ready/idle: Agents ready to receive an interaction.
    •  - Busy: Agents handling an interaction.
    •  - Wrapper: Agents wrapping up an interaction.
    •  - 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:
    •  - Ready/idle: Agents ready to receive an interaction.
    •  - Preview: Agents previewing the contact of an outbound call. This is valid for Preview Outbound campaigns.
    •  - Busy: Agents handling an interaction.
    •  - Wrapper: Agents wrapping up an interaction.
    •  - Not ready/idle : Agents not ready on any service.

 

Inbound campaigns:

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

On the inbound campaign window:

• Click on  on an agent's row, to:
  • Request a listen in. If selected, you'll get a notification, when the designated agent has an interaction.
  • Set the selected agent Ready or Not ready.
• Click on  to expand the window.

 

Outbound campaigns:

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

On the outbound campaign window:

• Click on  on an agent's row, to:
  • Request a listen in. If selected, you'll get a notification, when the designated agent has an interaction.
  • Set the selected agent Ready or Not ready.
• Click on  to expand the window.

 

To see as wallboards:

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

 

 

To request listen in:

• Click on  on the desired campaign.
• Click on Listen in. A pop-up appears:
  
• 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.