Monitoring Campaigns

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

Based on your privileges set by the administrator, you can

To access 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 agent supervisor accounts can access the AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. 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. In the Agent Supervisor Console, click Window on the top left hand corner of the control panel and select Monitoring.

    Figure 112: Agent Supervisor Console, Control Panel

    All the monitoring tabs of the supervisor is displayed.

  3. Click Campaign Management tab.

    Figure 113: Agent Supervisor Console Monitoring page, Campaign Management tab

    Campaign Management tab presents the following information about campaigns.

    Table 12: Campaign Management tab, Summary

    Campaign Details Description

    Campaign Name

    Campaign name defined by the AdministratorThe person who uses the Configuration Manager to configure the contact center's resources and behaviors. An Administrator can be the Primary Administrator with unrestricted access to all the configuration objects or a Role Based Administrator with full or partical configuration rights.

    Status

    Campaign status indicates if the campaign is completed or running,

    Action

    Action allows you to start, schedule, or stop a campaign.

    • Start - Starts a campaigns immediately.
    • Schedule - Starts a campaign on schedule defined by the Administrator.
    • Stop - Stops a campaign immediately.

    Total Records

    Total number of records fetched by campaign manager from 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 retry is scheduled or number of retry attempts 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 agent multiple times, offered count does not increase since the offer event belongs to the same call.

    Calls Accepted

    Total number of call accepted by agents.

    Calls Completed

    Total number of calls accepted and processed by agents. This statistics include retry calls.

    Average Processing

    Average time for completing a call including the post-processing time.

  4. Click Real Time for real time status and statistics of campaigns.

    OR

    Click Last 30 Min for status and statistics of campaigns in the last 30 minutes.

    OR

    Click From Beg. of Day for status and statistics of campaigns from the start call time of the campaign for the day.

  5. Click on any campaign to view brief details of the campaign.

    Figure 114: Campaign Details

See Also

 


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