Campaigns dashboard

The names of active campaigns:

• When the dashboard loads, it displays campaigns that are on or stopping.
• When an administrator turns on a campaign, the system adds it to the dashboard.
• When an administrator turns off a campaign, it might go into a stopping status before it reaches an off status. It remains on the dashboard until it reaches off.
• When a campaign completes, the dashboard displays a newly completed alert. When the user acknowledges the alert, the system removes the campaign from the dashboard. If the user refreshes the dashboard, the system automatically removes completed campaigns.

The percentage of calls transferred to the queue that never reached an agent, most likely because the customer ended the call. For more information, see Outbound abandoned calls.

The percentage of contact records with callable numbers dialed for the campaign. Contact records with callable numbers exclude contacts without a number, on a DNC list, wrap-up mapping applied, or attempt limits or rules set.

The number of available agents who are not currently on campaign calls.

The portion of idle agents that are dedicated to this campaign.

The ratio of the target abandon rate setting and the current abandon rate for the campaign.

When running campaigns with a fixed number of lines or explicit weight configured, the Outbound Lines column displays the current number of outbound lines allocated to the campaign and the number of lines available for outbound dialing on an Edge group or a Site. The number of available lines is adjusted in accordance with the Max Line Utilization setting. For more information about Max Line Utilization, see Outbound settings.

The present number of in-progress outbound calls. This metric is most useful when campaigns stop or start as it indicates the number of calls that are active without resolution. After a campaign places a call, the system includes it in the outstanding call count. The call remains part of that count until the agent or system has completed the wrap-up. Recalls and scheduled callbacks do not count as outstanding calls until they come due and the campaign places the calls.

The outstanding scheduled callbacks for the campaign. For more information, see Callbacks in campaigns.

This column lists which division a campaign belongs to. If a campaign is not assigned to a custom division, it belongs to the Home division by default. For more information, see About Access Control and Divisions overview.

The number of failures to accomplish business goals for this campaign. The number is the count of wrap-up codes mapped to the Business Failure category assigned during a running campaign, or the total number of wrap-up codes mapped to the Business Failure category for a completed campaign.

The number of wrap-up codes that were mapped to Right Party Contact, but were not identified as a failure or success to accomplish the business goal for this campaign. The number is the count of wrap-up codes mapped to the Business Neutral category assigned during a running campaign, or the total number of wrap-up codes mapped to the Business Neutral category for a completed campaign.

The number of successes to accomplish business goals for this campaign. The number is the count of wrap-up codes mapped to the Business Success category assigned during a running campaign, or the total number of wrap-up codes mapped to the Business Success category for a completed campaign.