Campaign performance detail view

  Feature coming soon
Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Outbound > Campaign > View
  • Outbound > Messaging Campaign > View or OutboundEmail CampaignView

    In the Campaigns Performance Detail view, see current and past activity and statistics for a specific campaign or a group of campaigns. Customize the view with filters and column controls. Use the bar graphs to view information about statistics relative to the currently selected filters.

    To see the most current data, click Refresh .

    View data for a specific campaign

    1. Click Performance > Workspace > campaigns.
    2. From the Campaigns performance summary view, select a campaign. The Campaigns Performance Detail view appears with data for that campaign.
    3. To open the Abandon Intervals Metrics view and see more details about the abandoned metric, click the Abandoned statics in the summary row.
    4. To export the data in the view, click Export .
    5. To save the view with your filter and column settings, click Save .
    6. To view data about interactions related to the campaign, click the Interaction tab.
    7. To view data about the performance of agents who are a member of that campaign, click the Agents tab.

    View aggregate data for a group of campaigns

    1. Click Performance > Workspace > Campaigns.
    2. From the Campaigns performance summary view, in the Filter by campaign(s) field, search for and select campaigns for which you want to see data.
    3. Near the list of campaigns you selected, click View as group. Genesys Cloud displays the Campaigns Performance Detail view with aggregate data for the campaigns you selected.
    4. To export the aggregate data in the view, click Export .
    5. To save the view with your group, filter, and column settings, click Save
    6. To view data about interactions related to the campaigns, click the Interaction tab to open the Campaigns Interactions detail view.
    Note: The Offer, Answer %, Abandon %, ASA, Service Level, and Avg Wait columns show metrics for inbound interactions handled in a campaign. All other columns show metrics for both inbound and outbound interactions that a campaign handled.

    Customize the view

    Customize the Campaigns Performance Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. If you return to the Campaign Performance Detail view, then your filters and column changes remain. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.

    Use the date filter to customize analytics views.

    Use presets to filter metrics by date, or configure a custom date range. When filtering metrics for this view, select any custom date range up to 6 weeks

    To use a preset to filter metrics, complete the following steps:

    1. Click the date to display the date filter.
    2. In the Presets list, select a preset date option.

    Date presets

    Presets Description
    Current interval

    Shows data for the current 30-minute time period.

    Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

    Today Shows data for the time period that includes the current interval.
    Yesterday Shows data for the previous day.
    This week Shows data for a Sunday through Saturday time period.
    Last week Shows data for the previous week, Sunday through Saturday.
    Previous 7 days Shows data for the previous seven days.
    This month Shows data for the current month, with no extra days.
    This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
    Last month Shows data for the previous calendar month with no extra days.
    Previous 3 months Shows data for the previous 3 months.
    Previous 30 days Shows data for the previous 30 days.
    Interval

    Shows data for a 30-minute time period.

    Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

    Day Shows data for a single 24-hour day.
    Week Shows data for a Sunday through Saturday time period.
    Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
    Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

    To use a custom date range to filter metrics, complete the following steps:

    1. Click the date to display the date filter.
    2. Select a start date and an end date on the calendar, and click the filter arrow.
      Date picker apply

    To view data for a different time period using the same date presets, click the arrows on either side of the date display.

    For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

    When each row shows a day, click a row to view that day’s 30-minute intervals.

    Search for a campaign or a division. If you search for a division, the table will be updated to only show campaigns in the specific division.

    To view bar graphs for different statistics, click a metric in the header section. For example, click Answer % to view a graph of offered and answered interactions.

    • The graphs update every 30 minutes or on page reload: they do not update in real time.
    • To see the time period and numbers that the graph represents, hover over a bar in the graph.
    • In graphs that show two statistics, the view layers the bar chart instead of stacking it. The view layer graphs to make identifying ratios easy.
    • To view more information about the data displayed in a specific column in a bar chart, click the column. The entire view updates to show the details for the time period in the column that you clicked. If the view shows 30-minute intervals, then this option is not available because 30-minute intervals are the smallest unit of time that this view can display.

    1. To filter by media type, click the Filter icon. Filter button
    2. Select the media type. 

    The selected media type icon is displayed above the column headers. 

    Note: The supported media types are callback, email, messaging, and voice.

    To show or hide columns, click  and then search or scroll to select the columns you want to view. 

    To rearrange columns, click a column header and drag it.

    To reset a view to default column settings, click Reset view to defaults.

     

    To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

    Some metrics are not relevant for all filters. For example, the “offer” metric only applies to campaigns, not users. If you filter by a user, then the offer column does not include data.

    Interactions filters

    Filter Description
    Skills

    Displays metrics for interactions with agents who have the selected skills. 

    Filter for multiple skills at one time by entering other skills and searching again.

    Languages

    Displays metrics for interactions with agents who have the selected languages. 

    Filter for multiple languages at one time by entering other languages and searching again.

    DNIS

    Displays information for interactions with the selected DNIS numbers.

    • Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
    • Enter the full DNIS number, such as 13172223333. The filter cannot search for a partial DNIS number. 
    • Filter for multiple numbers at one time by entering other numbers and searching again.
    Session DNIS

    Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

    • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
    • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
    • Filter for multiple numbers at one time by entering other numbers and searching again.
    Division Filters interactions for a specific Division. See About access control.
    Queue Displays interactions associated with the selected queues. 
    To

    Displays information for interactions sent to the selected email addresses. 

    • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
    • Filter for multiple addresses at one time by entering other addresses and searching again.
    • When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
      The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
    User

    Displays information associated with the selected users.

    Filter for multiple users at one time by entering other users and searching again.

    To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.

    Wrap-up

    Displays information for interactions that have the selected wrap-up codes.

    Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

    Message Type

    Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types.

    Genesys Cloud currently supports the following message types: Facebook, Line, Open, SMS, Twitter, Web Messaging, and WhatsApp. 

    Routing Used

    Displays the routing method that was used to get to the agent who answered the interaction.

    The routing data is relevant beginning September 5, 2020.

    Routing Requested

    Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out.

    The routing data is relevant beginning September 5, 2020.

     
    Agent Assist

    Yes displays data for interactions that had Agent Assist.

    No displays data for interactions that did not have Agent Assist.

     
    External Tag

    Displays information for interactions that have the External Tag attached to the conversation record.

    Note: External tag data is not available for web chat interactions.

    Notes:

    • The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.

    To filter by information about the outbound details of the interaction:

    1. Click Filters
    2. Click the Outbound tab.
    3. Search or scroll to select the filter you want to use. 

    Outbound filters

    Filter Description
    Contact ID

    Unique system ID for the user.

    Contact List

    Displays metrics for interactions associated with the selected contact lists.

    Filter for multiple contact lists at one time by entering other contact list names and searching again.

    To filter by information about External Contact details of the interaction:

    1. Click Filter
    2. Click the External Contact tab.

    External Contact filters

    Filter Description
    External Contact

    Feature coming soon

    Displays information about interactions associated with the selected external contact. You can filter for:

    • Contact name
    • Address
    • Phone number
    • Email address
    • Organization name
    • Custom fields  

    When you filter by external contact, the contact name is displayed with the associated organization name. 

    Filter for multiple external contacts at one time by entering another contact and searching again.

    External Organization

    Feature coming soon

    Displays information about interactions associated with the selected external organization. You can filter for:

    • Organization name
    • Address
    • Phone number
    • Custom fields

    Filter for multiple external organizations at one time by entering another organization and searching again.

    Available columns

    Your customizations determine which metric columns the view shows.

    Campaign

    Column Column Description
    Campaign connect rate The total number of interactions detected as live voice divided by the total number of interactions initiated, expressed as a percentage. This is based on the previous 10-minute time interval.
    Campaign name The campaign name. 
    Compliance abandon rate The percentage of interactions that did not reach the agent within the configured compliance abandon threshold compared to the configurable interactions subject to the compliance abandon rate. See Outbound settings. For more information, see Outbound abandoned calls.
    Contact abandon The number of interactions initiated by a remote party and connected to an agent.
    Contact abandon rate The percentage of Compliance Abandons divided by total contacts.
    Contacts The number of interactions initiated by a remote party and connected to an agent.
    Dial abandon rate The percentage of Compliance Abandons divided by total dials.
    Dials The number of interactions initiated by the campaign.
    Division The number of interactions for a specific division.
    True abandon The number of abandoned interactions that did not reach the agent within the configured compliance abandon threshold. For more see Outbound settings in Admin.
    True abandon rate The percentage of interactions transferred to the queue that never reached an agent, most likely because the customer ended the interaction.

    Performance

    Column Description
    Column Description
    Offered

    The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

    Answer

    The percentage of offered interactions that an agent answered. 

    Calculated by:  (Answered / Offered) * 100

    Answered (in Answered % column)

    A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

    Flow-Out

    Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

    Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

    ASA

    The average amount of time an interaction waits in campaign before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

    Calculated by: Total Time to Answer / Number Answered 

    Avg Wait

    The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

    Calculated by: Total Wait Time / Interactions

    Handle

    The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

    Avg Handle

    The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

    Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled


    In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.
    Avg Talk

    The average number of seconds spent interacting on a media type.

    Calculated by: Total Talk time / Count of interactions with Talk time

    Avg Hold

    The average number of seconds that interactions were placed on hold.

    Calculated by: Total Hold Time / Count of interactions with holds

    Avg ACW

    The average amount of time agents spent completing after-call work.

    Calculated by: Total ACW / Interactions with ACW

    Total Handle

    The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

    Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)

    Total Talk

    Amount of time spent interacting on a media type.

    Total Hold

    The cumulative hold time for all interactions.

    Total ACW

    The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

    Hold

    The number of interactions with holds.

    Transfer

    A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

    Blind Transfer

    The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

    Consult

    The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.

    Consult Transfer

    The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.

    Total Wait

    The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

    Avg Abandon The average amount of time before a customer disconnects in an ACD campaign before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
    Total Abandon

    The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.

    Total Alert The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 
    Total Alert – No Answer The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
    Connection

    The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

    Transfer %

    The number of transfers compared to the total number of interactions answered.

    Calculated by: (# of transfers / interactions answered) * 100

    Alert The number of times agents receive an alert for interactions. 
    Alert – No Answer The number of times the agent did not answer an offered interaction while On Queue or Interacting.  While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.
    Max Alert The maximum amount of time an agent was being alerted.
    Max Alert – No Answer The maximum amount of time an agent was being alerted without responding to an interaction.
    Max Handle The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
    Max Abandon

    The maximum time of an abandoned interaction for the selected interval.

    Min Abandon

    The minimum time of an abandoned interaction for the selected interval.

    Max Wait

    The maximum amount of time spent waiting in queue for the selected interval. 

    Min Alert The minimum amount of time an agent was being alerted.
    Min Alert – No Answer The minimum amount of time an agent was being alerted without responding to an interaction.
    Min Handle The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
    Min Wait

    The minimum amount of time spent waiting in queue for the selected interval.

    Max Talk

    The maximum amount of time spent interacting for the selected interval.

    Min Talk

    The minimum amount of time spent interacting for the selected interval.

    Max Hold

    The maximum amount of time spent on hold for the selected interval. 

    Min Hold

    The minimum amount of time spent on hold for the selected interval.

    Max ACW

    The maximum amount of time spent on after call work for the selected interval.

    Min ACW

    The minimum amount of time spent on after call work for the selected interval.

    Over SLA

    Number of interactions that were over the defined Service Level.

    Short Abandon

    Number of interactions that were short abandoned.

    Short Abandon %

    Percent of interactions that were short abandoned.

    Abandon – No Short

    Number of abandons excluding the short abandons.

    Abandon – No Short %

    Percent of abandons excluding the short abandons.