On the campaign monitoring page you have access to real-time information about the campaign.
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
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.
- Select the type of listen in, from the drop-down menu: