Campaigns

The campaign views provide information on the progress and status of campaigns.

It's divided into three tabs:

Campaign Statistics: Shows the overall performance of the campaigns you have rights to

You can see campaign information based on your user rights. To see more details about a campaign, click on the row.
Agent Statistics: Is for supervisors to view their agents' performance for a specific campaign
You can only see this tab if:
- you can supervise agents
- your user settings template in System Configurator has Enable Supervisor Elements and Actions selected
My Statistics: Is for the agent using Dashboard to view their performance across campaigns they have participated in

To set the interval for updating data in the Campaign Details view, go to Settings.

Searching for Campaigns

To narrow down the campaigns shown, define search criteria in the fields above the Campaigns table and click Search.

You can also use wildcard characters in the search fields:

question mark (?) replaces one character
asterisk (*) replaces one or more characters

To sort the information and change the columns shown in the table, see Sort, Edit, and Export Tables.

Column Descriptions

You can see the following information of each campaign.

Table 1. Campaigns Table Columns
Column	Description
Name	The name of the outbound campaign
Queue	The queue to which the dialer is configured and from which agents serve the campaign
Created	Date and time when the campaign was created
Notes	Additional information provided in the configuration of the outbound campaign
Dialing Mode	The dialing mode used for the outbound campaign Options are: Preview Agents can view the customer data before making the call. There is no time limit for viewing the customer information before the call. During the preview and wrap-up the phone line is not busy. Progressive The dialer offers a new campaign call. If the agent accepts, the software calls the customer immediately. The agent gets no preview time. Predictive The software makes calls automatically based on the current ratio of free agents. When a customer answers the call, it is immediately connected to a free agent. If Queue Dialer is used, predictive calls are connected to the queue from which they are allocated to agents.
Dialer Name	The name of the dialer given in System Configurator
Start Date	The scheduled start date when the queue dialer starts campaign calling Requires the campaign to be set to start beforehand
End Date	The scheduled end date for the campaign Queue dialer no longer dials from an expired campaign. After this date, the campaign is only displayed in the list if it has been configured to stay open.
Time Zone	The time zone used in the campaign, according to configuration
Status	Displays the status of the campaign: Active: Agents serving the queue will be allocated campaign calls. Passive: The campaign is either paused or it has not been activated yet.
Total Customers	Total number of customers to be called in a campaign The number appears only after the campaign has been made active.
Callable / Remaining	Ratio between customers that can be called now / total number of customers remaining to be called
Agents	Queue Dialer: Number of agents currently serving in the campaign queue Campaign Dialer: Number of agents currently logged into the campaign To view a list of the agents in the Agents view, click on the number.
Handled	The number of customers that have a campaign outcome and do not require more call attempts
Not Handled	Number of customers that have not been called yet (who are not Handled, Max. Calls, or Filtered) This number tells you how much of the campaign remains to be completed.
Calls Made	Number of calls made in the campaign during the current day / overall campaign total
Success	Number of calls where the agent has classified the call as Success
Called Success Rate	Percentage of handled calls where the agent has classified the call as Success
Called Refusal Rate	Percentage of handled calls where the agent has classified the call as Refusal
Talking Time Cumul.	Cumulative talking time for connected campaign calls. For Predictive campaigns, this includes any time where prompts messages were played for a queuing customer. On the Campaign Statistics tab, this includes the talking time of all agents who participated in the campaign.
Talking Time Avg.	Average talking time for a campaign call, per campaign. Displayed as average talking time for the current day / average talking time overall for the campaign
Max. Calls	The number of customers that have reached their allowed number of redials defined in the campaign's settings in System Configurator.
Filtered	Number of customers that have been filtered out from the campaign so will not be called
Hang-Ups	If the dialing mode is: Preview or Progressive: the number of calls where the agent has classified the call as Hang-Up Predictive: the number of calls that arrived to the queue but were then hung up by the customer before the abandon timeout defined in the campaign's settings in System Configurator (Outbound Management > Campaigns > Campaign > Predictive Settings > Abandon Timeout (s)).
Hang-Up Rate	Hang-Ups as a percentage of the handled calls in the campaign so far
Campaign Progress	Progress of the campaign shown as a stacked bar chart: Handled: broken down into Refusal as dark green Other as mid green (the other Handled results) Success as light green Not Handled: in orange Max. Calls: in blue Filtered: in grey Hover your cursor over the chart to see the detailed total numbers for each result.

To view more details on a campaign's progress and status, click the campaign's row. The Campaign Details view opens.