The Campaign Dashboard is an essential tool for supervisors. It provides a detailed overview of ongoing campaigns and allows supervisors to monitor various metrics such as call rates, agent availability, and campaign progress, ensuring efficient management and optimization of outbound campaigns.
Column Headers
The Campaign Dashboard includes the following column headers, each offering specific insights into the status and performance of each campaign:
|
Column Header |
Description |
|
ID |
A unique ID assigned to each campaign. |
|
Name |
The name of the campaign. |
|
Dial Ratio |
The ratio of calls to Available agents the Predictive Dialer is currently placing. |
|
Abandon Rate |
The rate at which calls are being abandoned for the current day. (Number Of Abandoned Calls / Total Number of Calls that entered the Campaign) |
|
Outbound Logged Agents |
The number of agents currently logged in to the campaign. |
|
Current Max Wait Time |
The longest amount of time an agent is currently waiting for a call. |
|
Transcription |
The number of minutes left, for the current day, for the transcribing of calls on this campaign. |
|
Max Dial Ratio |
The highest number of calls per available agent the system will dial at a time. |
|
Available Agents |
The number of agents that are currently available to receive calls from this campaign. |
|
Avg Drop Rate 30 |
The average number of calls that have been dropped in the last 30 minutes. (Number Of Calls Dropped in the last 30 minutes / Total Number of Dropped Calls) |
|
Avg Drop Rate 15 |
The average number of calls that have been dropped in the last 15 minutes. (Number Of Calls Dropped in the last 15 minutes/ Total Number of Dropped Calls) |
|
Avg Wait Time 15 |
The average amount of time users have been waiting available for the next call in the last 15 minutes. (The time agents waited to receive a call from the Predictive/QB in the last 15 minutes/ Total – Amount of Time the agents have waited for the day) |
|
Avg Wait Time 30 |
The average amount of time users have been waiting available for the next call in the last 30 minutes. (The time agents waited to receive a call from the Predictive / QB in the last 30 minutes / Total Amount of Time the agents have waited for the day) |
|
Max Wait Time 30 |
The longest amount of time users have been waiting available for the next call in the last 30 minutes. |
|
Total Leads Dialed 15 |
The total number of leads that have been dialed in the last 15 minutes. |
|
Avg Leads Dialed 15 |
The average number of leads that have been dialed in the last 15 minutes. (Number Of Leads Dialed in the last 15 minutes / Total Number of Leads Dialed) |
|
Total Leads Dialed 30 |
The total number of leads that have been dialed in the last 30 minutes. |
|
Avg Leads Dialed 30 |
The average number of leads that have been dialed in the last 30 minutes. (Number Of Leads Dialed in the last 30 minutes / Total Number of Leads Dialed) |
|
Transcription Usage |
The number of minutes remaining out of the total number of minutes allocated for transcribing recordings on the campaign for the current day. |
|
Total Leads |
Total number of leads from all the lists that are currently active on the campaign. |
|
Never Dialed |
Total number of Predictive/Progressive / QB calls that have not been called. |
|
Callbacks |
Total number of Predictive/Progressive/ QB calls that have been scheduled to be called back. |
|
Percentage Done |
The percentage of all the active lists that have been completed. (Total Number of Leads Completed / Total Number of Leads Dialed). |
|
Completed |
Total number of Predictive/Progressive/ QB calls that have been dispositioned so that it will not be called again. |
|
Errors |
Total number of Predictive/Progressive/ QB calls that were either invalid phone numbers or that failed to connect due to an error from the phone company. |
|
Callbacks Now |
Total number of Predictive/Progressive/ QB calls where the callback time has been reached and are available to be called now. |
|
Group |
The name of the Predictive/Progressive/ QB group that is currently assigned to the campaign. |
|
Group Identifier |
The internal ID associated with the Predictive/Progressive/QB group that is currently assigned to the campaign. |
|
Leads Currently dialing |
The number of leads currently being dialed in the Campaign. |
|
Filtered |
The number of leads remaining after applying the filter. |
|
Filtered Callbacks |
The number of leads remaining after applying the filter and are in callback status. |
|
Answered |
Total number of answered workitems for the current day. |
|
FCB Now |
Filter Callback. The number of leads remaining after applying the filter and are in callback status and ready to be called now. |
|
Abandoned |
Total number of abandoned workitems for the current day. |
|
FCB 30 |
Filter Callback 30. The number of leads remaining after applying the filter and are in callback status and ready to be called in the next 30 minutes. |
|
Total Transfers |
Total number of times workitems were transferred from this campaign. |
|
FCB 60 |
Filter Callback 60. The number of leads remaining after applying the filter and are in callback status and ready to be called in the next 60 minutes. |
|
AHT (Average Handle Time) |
The average amount of time agents were handling workitems for the current day. (Talk Time + Wrap-up Time of all Calls Taken/ Number of Calls Taken) |
|
Never Dialed Filtered |
The number of leads remaining after applying the filter and that were not dialed. |
|
MHT (Max Handle Time) |
The longest amount of time an agent was handling a workitem for the current day. |
|
FNEW Now |
The number of filtered new leads that are available now. |
|
FNEW 30 |
The number of filtered new leads that are available in the next 30 minutes. |
|
FNEW 60 |
The number of filtered new leads that are available in the next 60 minutes. |
|
Callbacks 30 |
The number of leads remaining in call- back status and ready to be called in 30 minutes. |
|
Callbacks 60 |
The number of leads remaining in call- back status and ready to be called in 60 minutes. |
|
Never Dialed Now |
The number of leads remaining that were not dialed. |
|
Never Dialed 30 |
The number of leads remaining that were forecasted not to be dialed in the next 30 minutes. |
|
Never Dialed 60 |
The number of leads remaining that were forecasted not to be dialed in the next 60 minutes. |
Assigning a Group to a Campaign
As a Supervisor, you can change the Group associated with a campaign through the Campaign Dashboard.
On the row of the campaign that you wish to modify the Group for, click on the Ellipsis (…) to the right of the Group name and select the Group.
NOTE: The initial assignment of a group cannot be done through the dashboard. The Administrator will need to assign the group through the configuration of the Campaign