Performance: Campaign Monitoring

Performance: Campaign Monitoring

Campaign Monitoring


Campaign Monitoring provides real-time information on actively running campaigns. Users will be able to see the number of Agents online, how many are Ready,
how many contacts have been made and more. When a user has a campaign selected, they will also be able to see the current status of all online agents currently
assigned to that campaign. The information provided will be particular to that campaign only, even if an agent is assigned to multiple campaigns.





Field
Description/Definition
Name
Name of Campaign
AO
Number of agents online
AR
Number of agents in ready status
DL
Used lines by Agents
LiU
Number of lines used by Campaign
Cn
Total number of connections
CnR
Connection Rate
C
Total Contacts
CR
Contacts Rate
H
Calls Holding
DL
Total calls dropped
%D
Percent of dropped calls
Total
Total calls done
avg W
Campaign AVG Waiting
max W
Max time waiting
Busy
Total calls busy
AMD
Total answering machines detected
NOA
No Answer
OI
Total Operator Intercepts
FAX
Total FAX machines detected
St
Campaign Status
St
Campaign Status

Agent Monitoring will also appear at the bottom of the campaign monitoring screen.  Columns Include:

Field                                             Description/Definition                                  
Agent name                                  Agent Name   
Start                                             Started is the time the agent logged in for the day.   
Status                                          Status is Agent Status.   Statuses are defined as: 

                                                    Talking         Agent is on a call
                                                    Lunch          Agent is at lunch       
                                                    Ready         Agent is logged in, available to take the next call delivered  
                                                    Break          Agent is on break                           
                                                    Wrap           Agent is performing after call work                        
                                                    Meeting       Agent is in a meeting or instructed to go into meeting status while another activity is performed                    
                                                    Onhold        Agent is on a call and has placed the caller on hold                          
                                                    Bathroom                                           
                                                    Not Ready   Agent is logged in but not in a Ready status, available to take calls.                             
                                                    Preview       Agent is performing tasks associated with "preview" on an outbound campaign                          
Status Time                                Time in actual status; the length of time the agent has been in the current status                                 
Total Calls                                   Total Calls; total number of calls for the agent                                  
Contacts                                     Total Contacts; total number of contacts for the agent                                  
Success                                      Total Successful Calls; total number of successful calls for the agent                                       
Revenue                                     Revenue - Total revenue collected by the agent                               
Avg Wait                                     Average waiting time; Average time agent has spent waiting between calls                                            
Avg. Call                                     Average talking time; Total time agent has spent talking divided by the total calls                                    
Avg. Wrap                                  Average Wrapping; Average time agent has spent in Wrap status                                            
Conn/hr                                      Total Connections per hour                                       
Cont/hr                                       Total Contacts per hour                              
Suc/hr                                        Total Successful Calls per hour                                 
Rev/hr                                        Total Revenue per hour                              



    • Related Articles

    • Performance: Campaign Stats

      Campaign Stats Campaign Stats provides performance monitoring of all campaigns. Hint - If light bulb is "on", Campaign is running. Campaign Stats provides performance monitoring of campaigns. Field                                              ...

    • Performance: Call Results by Campaign/Agents

      Call Results by Campaign Call Results by Campaign provides a view of all results by Campaign; it includes all defined Result Codes defined.  An example of the report is below. Call Results by Agents As with Call Results by Campaign, this provides a ...

    • Performance: Agent Monitoring

      Agent Monitoring Supervisors have access to an Agent Monitoring screen in addition to the Agent Activity. The Agent Monitoring screen adds a new column, Actions, allowing Supervisors to listen in on an agent’s call, coach them through it, or take ...

    • Reports: Agent Summary by Campaign

      The Agent Summary by Campaign Report summarizes for the date range selected, agent activity by campaign.  This report can be a useful tool for managing agent performance related to a specific campaign or all campaigns.  Once the report has completed, ...

    • Campaigns: HCC Campaign Monitoring Data Definitions

      Campaign Monitoring Data Campaign Column AO – The number of agents online. AR – The number of agents in Ready status. DL – The number of active calls with agents. LiU – The number of lines in use (active and in queue). Cn – The number of calls that ...