Monitoring Campaigns

Agents assigned with supervisor privilege can monitor campaigns by tracking real time status of each campaign. The Monitoring window on the Agent Supervisor Console allows you to start a new campaign, stop a campaign in progress, and provides an overview of processed calls.

To access campaign management tab:

  1. Log in to the Agent Console as a supervisor.

    Only Agent Supervisor accounts can access the Agent Supervisor Console monitoring features.

  2. In the Agent Supervisor Console, click Window on the top left hand corner of the control panel and select Monitoring.

    All the monitoring tabs of the supervisor is displayed.

  3. Click Campaign Management tab.

    Campaign Management tab presents the following information about campaigns.

    Campaign Details description

    Campaign Name

    Campaign name defined by the Administrator

    Status

    Campaign status indicates if the campaign is completed or running,

    For more information, see Campaign Status in Administrator Guide.

    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 reached the max 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 call been offered to an agent. If the same call/interaction is offered to multiple agent multiple times, offered count will 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 got accepted and successful processed by agents. This statistics include retry calls.

    Average Processing

    Average time for a call getting completed including 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 the brief details of a campaign as shown below.

 


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