Outbound (OB) Campaign View

The OB Campaign View displays information about current outbound campaigns in the system, and agents working in them.

Note:

You can see only the campaigns you are authorized for, and agent list shows only the agents you are authorized to see. Thus, sum of agent statistics may be less than campaign statistics.

Search

To display OB campaign information, make a search. The search fields in this view are listed in the table below:


Field	Function
Campaign	Choose the campaign from the drop-down list, or use All Campaigns option. To view more than one campaign, press Ctrl key and select the campaigns.
Campaign Status	Choose All, Active, Passive or Completed.
Agent	To display the list of participating agents, click the campaign. Choose the agent from the drop-down list, or use All Agents option. To select more than one agent, keep Ctrl key down to pick agents
OB View	To display number of contacts, choose Volume. To display length of contacts, choose Duration. The tables include different information in the Campaign and Outbound Agent tables depending on selection, see column descriptions below.

Search Results

Results are displayed in the following three sets:

Campaign’s agents summary line above the actual monitoring tables.
Campaign table shows either Volume or Duration information as selected in the OB View search field
If only one campaign in selected from the search field, or a campaign in the Campaign table is clicked, the Outbound Agent table shows either Volume or Duration information about the agents logged on to that campaign accordingly.

Campaign’s Agents Summary Line

OB Logged On: Number of agents currently logged on to any of the campaigns in the system.
OB Paused: Number of agents that are having a pause.
OB Waiting: Number of agents that are waiting for an allocated call.
OB Preview: Number of agents (in the Preview mode) that are now previewing customer info.
OB Talking: Number of agents that are talking.
OB Wrap-Up: Number of agents that are classifying previous OB call results.

Volume Tables

The following tables are displayed when the Volume is selected.

Table 1. Campaigns, Volume View
Column	Description
Campaign	Campaign name
Outbound Status	The campaign status can be one of the following: Passive The campaign has not been activated. Active: The campaign is currently ongoing. Handled: All customer contacts planned for a campaign have been carried out. Invalid: The campaign cannot be run because of a technical failure. Expired: The set campaign ending time has passed.
Dialer Mode	One of the dialer modes: Active, Passive or Completed
Number of Customers	Number of customers in the campaign
All Handled Customers	Number of handled customers
Handled %	Percentage of handled customers of all customers in the campaign
Order Value	In campaigns where calls can lead to an order,
Handled: Successful	Number of calls with result Success, that is, the called person has been reached
Handled: Refusal	Number of calls that have been classified with the call result Refusal
Handled: Max Redials	Number of calls that have been classified with the call result Max Redials
Handled: Others	Number of calls that have been classified with the call result Other Reason
Redial: Scheduled	Number of calls that have been classified with the call result Redial Scheduled
Not Handled Total	Number of calls that have not been handled
Filtered	Number of calls that have been filtered with the OB Campaign filter

Table 2. Volume View: Agents
Column	Description
Outbound Agent	Agent’s name
OB Phone Status	OB(Free): Agent is free and joined to campaign. OB(Preview): Agent is in the OB preview state. OB(Dialing): Agent is calling to a customer. OB(Talking): Agent is talking with a customer. OB(Pause): Agent has paused the campaign. OB(Wrap-Up): Agent is doing wrap-up. – (Dash): Agent has not joined or has logged out of the campaign.
Calls	Total amount of calls allocated to the agent.
Dialed Calls	Number of calls the agent has made. As of 1608, this value does not include skipped calls, or calls that are disconnected by agents.
Answered Calls	Number of calls the agent has made that have been answered.
Answer %	Percentage of answered calls of all calls agent has made.
All Handled Customers	Number of customers the agent has called to.
Handled %	Percentage of customers to whom the agent has called out of all customers in the campaign.
Order Value	In sale campaigns only: sum of the order values of calls the agent has made.
Handled: Successful	Number of calls that the agent has classified with Success or Refusal result, that is, the called person has been reached.
Handled: Refusal	Number of calls that the agent has classified with the call result Refusal.
Handled: Others	Number of calls that the agent has classified with the call result Other Reason.
Redial: Scheduled	Number of calls that the agent has classified with the call result Redial Scheduled.

Duration Tables

The following tables are displayed when the Duration is selected.

Table 3. Duration View: Campaigns
Column	Description
Campaign	Campaign name
Outbound Status	The campaign status can be one of the following: Passive The campaign has not been activated. Active: The campaign is currently ongoing. Handled: All customer contacts planned for a campaign have been carried out. Invalid: The campaign cannot be run because of a technical failure. Expired: The set campaign ending time has passed.
Dialer Mode	One of the dialer modes: Active, Passive or Completed
Number of Customers	Number of customers in the campaign
Dialed Calls	Number of calls made in the campaign This value does not include skipped calls or calls that are disconnected by the agent.
Answered Calls	Number of answered calls made in the campaign
Answer %	Percentage of answered calls of Dialed Calls in the campaign
Logged-On Agents	Number of agents that have joined the campaign
Waiting	Time the agents have been waiting calls during this campaign
Preview	Time the agents have made preview during this campaign
Calling	Time the agents have been making calls during this campaign
Outbound Talking	Time the agents have been talking to customers during this campaign
Wrap-Up	Time the agents have been wrapping the calls up during this campaign
Outbound Pause	Time the agents have been paused during this campaign Note that this pause is not caused by an absence profile but simply choosing pause in the campaign.

Table 4. Duration View: Agents
Column	Description
Outbound Agent	Agent’s name
OB Logged On	Time the agent has been logged on to the campaign
Waiting Total	The total time the agent has been waiting for customer to answer
Preview Tot.	The total time the agent has been previewing
Preview Average	The average time the agent has used for previewing per call
Total Calling Time	The total time the agent has used for calling
Average Calling Time	The average time the agent has used for calling per call
Talking Time Total	The total time the agent has used for talking
Average Talking Time	The average time the agent has used for talking per call
Wrap-Up Total	The total time the agent has used for notifying and classifying the contact
Wrap-Up Average	The average time the agent has used for wrapping up per call
Talking Ratio	Ratio of the Talking Time Total and OB Logged On times