Intelligent Contacts | Performance

Performance
Performance: Inbound Calls
Inbound Calls by Campaign The Inbound Calls by Campaign provides monitoring of all inbound by campaign. Field Description/Definition Campaign Campaign Name Started Time Campaign was started Min Hold Minimum Hold time for caller Max Hold Maximum Hold ...
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: 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 ...
Performance: Dial Table
Dial Table The Dial Table depicts a list of all campaigns and specific details associated with each. Field Definitions are as follows: Campaign Campaign Name Eligible Total Eligible Not Called Total Not Called Called Total Called Queued Total Queued ...
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 ...
Performance: Agent Activity
Agent Activity Agent Activity provides a real-time look into what agents are doing at any given moment, no matter what campaign they are assigned to. Users will be able to see an agent’s current status, how long they’ve been in that status, when they ...

Popular Articles
How do I add a new Phone Number?
Select the button labeled +new phone number at the top of the Phone Numbers submenu (found under Routing). If you are using a virtual number, substitute a phone number for a new, unique name in the field labeled “Phone”. Otherwise, use a preexisting ...
How do I create a new Schedule?
Select the button labeled +add schedule at the top of the Scheduler submenu. Give the new schedule a name and a description, then select the IVR you want to make active. Set the times you would like the IVR to be active in the remaining dropdown ...
How do I add a new Call Result?
Select the button labeled + add call result at the top of the Call Results menu. Fill out the form and click Submit.
How do I create a new IVR?
Select the button labeled +add new IVR at the top of the Call Paths/IVRs submenu. Enter a new unique name for your new IVR and click submit. Next, you’ll need to create the sequence of actions to be used by your new IVR. Select +Add new step to add ...
How do I add a new Agent/User in Call Center
Begin by selecting +new agent from the Agents submenu or +new user from the Users submenu. Fill out the form below and assign an extension. If no extensions are available, set one up under the Devices/Extensions submenu. If creating an Agent, set the ...

Intelligent Contacts | Performance | Knowledge Base

Performance

Performance: Inbound Calls

Performance: Campaign Stats

Performance: Call Results by Campaign/Agents

Performance: Campaign Monitoring

Performance: Dial Table

Performance: Agent Monitoring

Performance: Agent Activity

Popular Articles

How do I add a new Phone Number?

How do I create a new Schedule?

How do I add a new Call Result?

How do I create a new IVR?

How do I add a new Agent/User in Call Center