Campaign Status

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Who should read this article: Administrators, Supervisors

Monitor the performance of your outbound Dialer campaigns.

Introduction

The Campaign Status widget displays campaign metrics and settings to enable you to see at a glance whether your campaign settings require adjustment to improve the metrics.

Reporting Real-time Dashboard Campaign Status Widget

Feature Description
1 Campaign link The name of the campaign being monitored, the percent complete or live campaign indicator, and a link to the Edit campaign page.
2 Abandonment ratio The percentage of calls answered and ended by a contact before being connected to an agent. The statistic is colored red if the value is above the Abandonment ratio threshold value set for the widget.
3 Average wait time The average time, in seconds, that agents wait for a new call. The statistic is colored red if the value is above the Average wait time threshold value set for the widget.
4 Agents joined The number of agents who are currently joined to the campaign.
5 Agents assigned The number of agents who are assigned to the campaign whether they have joined or not.
6 Numbers dialed The number of unique numbers that have been dialed for the campaign so far.
7 Numbers uploaded The number of unique numbers that have been assigned to the campaign. For live campaigns this number increases when new numbers are automatically added.
8 Average call duration The average time, in minutes and seconds, agents spend on the phone with a contact. Includes hold time.
9 Average wrap-up time The average time, in minutes and seconds, agents spend in the after-call work state.

Setup

Reporting Real-time Dashboard Campaign Status Widget Edit Panel

On the Campaign Status settings panel, set the following parameters:

Parameter Description
Widget Name By default, the widget is named Campaign Status; however, if you plan to monitor more than one campaign, you might choose to name each widget by campaign.
Active Dialer campaigns Select the campaign to monitor. The campaign must be in the active state.
Abandonment ratio threshold Specify the Abandonment Ratio alert threshold in percent. When the ratio is at or above the threshold, the metric displays in red.
Average wait time threshold Specify the Average waiting time alert threshold in minutes and seconds. When the waiting time is is at or above the threshold, the metric displays in red.