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Monitor Campaigns

Supervisors assigned with monitoring privileges can control and monitor campaigns by tracking the real-time status of each campaign. The Campaign Management tab also provides an overview of campaign calls.

Based on your privileges set by the administrator, you can:

To access the Campaign Management tab:

  1. Log in to the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. as a supervisor.
    Only supervisor accounts can access the SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console monitoring features.
  2. From the Control Panel menu, select Monitoring. If configured by your administrator, the Monitoring tab also appears along with other Local CRM tabs.

    Note: Supervisors can open the Monitoring window in a separate pop-up window. Click on top-right corner of the Supervisor Console Monitoring window for the pop-up window to open. To go back to the Monitoring window inside Supervisor Console, click again.

  3. In the Monitoring window, click the Campaign Management tab.

    The Campaign Management tab presents the following information about campaigns:
    Campaign DetailsDescription
    Campaign NameCampaign name defined by the administrator.
    StatusCampaign status indicates if the campaign is completed or running.
    ActionAction allows you to start, schedule, or stop a campaign.
    • Start: Starts a campaign immediately.
    • Schedule: Starts a campaign on schedule defined by the administrator.
    • Stop: Stops a campaign immediately.
    Total RecordsTotal number of records fetched by the campaign manager from the data source.
    Records CompletedTotal number of records completed by the campaign. A record is considered completed if calls generated for the record are accepted and completed by one or more agents, and no more retries are scheduled, or the number of retry attempts has reached the maximum allowed.
    Records SkippedA record is considered skipped if a call generated for the record is skipped by an agent. There will be no more call generated by the record.
    Calls OfferedTotal number of calls been offered to an agent. If the same call/interaction is offered to multiple agents multiple times, the count of calls offered does not increase, since the offer event belongs to the same call.
    Calls AcceptedTotal number of calls accepted by agents.
    Calls CompletedTotal number of calls accepted and processed by agents. This statistic includes retry calls.
    Average ProcessingAverage time for completing a call, including the post-processing time.
  4. Click one option:
  5. Click any campaign to view brief details of the campaign.

    Notes:
    -The monitoring data is updated even when the supervisor status is Break.
    -The last monitoring configuration before the supervisor logs out is saved and presented when they log back in.

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