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:
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.
|Campaign Name||Campaign name defined by the administrator.|
|Status||Campaign status indicates if the campaign is completed or running.|
|Action||Action allows you to start, schedule, or stop a campaign.|
|Total Records||Total number of records fetched by the campaign manager from the data source.|
|Records Completed||Total 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 Skipped||A 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 Offered||Total 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 Accepted||Total number of calls accepted by agents.|
|Calls Completed||Total number of calls accepted and processed by agents. This statistic includes retry calls.|
|Average Processing||Average time for completing a call, including the post-processing time.|
-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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