Watch campaigns run. Monitor outbound activity in real time.
The following permissions (included in the Outbound Admin role):
- Outbound > Contact List > View
- Outbound > DNC List > View
- Outbound > Campaign > Search
- Routing > Wrap-up Code > Search
- Analytics > conversationAggregate > View
Monitor connect rates, abandoned calls, and the progress of each running campaign. View the mode used to place calls. Observe the number of idle agents, how the abandon rates compare with target rates, the number of calls blocked by Do Not Contact lists, and other important metrics.
This Genesys Cloud feature is not available to users from the PureConnect and Genesys Engage platforms. Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Genesys Engage cloud User Guide.
Workforce engagement for PureConnect and Genesys Engage users
This Genesys Cloud feature is not available to users from the PureConnect and Genesys Engage platforms.
Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Genesys Engage cloud User Guide.
The campaigns dashboard is a real-time view of all campaigns currently in an active state. The campaign dashboard statistics reflect a current campaign run. If the campaign recycles, the statistics reset, with the exception of the Abandon Rate statistics.
All columns in this view are sortable. Click a column heading to sort it in ascending order. Click the same heading again to sort items in descending order.
To open this page:
Click Outbound Campaigns.
Columns in the view
You can filter this view by Campaign Name, Dialing Mode, and Division.
The names of active campaigns:
Tip: To display details about a specific campaign, click its name to open the Outbound campaign details view.
|Dialing Mode||The method used to place outbound calls. See dialing modes.|
|Connect Rate||The total number of calls detected as live voice divided by the total number of calls dialed, expressed as a percentage. This is based on the previous 10-minute time interval.|
|Compliance Abandon Rate||
The percentage of calls that did not reach the agent within the configured compliance abandon threshold compared to the configurable calls subject to the compliance abandon rate. See Outbound settings. For more information, see Outbound abandoned calls.
|True Abandon Rate||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.|
|Progress||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.|
|Idle Agents||The number of available agents who are not currently on campaign calls.|
|Effective Idle Agents||The portion of idle agents that are dedicated to this campaign.|
|Adjusted Calls/Agent||The ratio of the target abandon rate setting and the current abandon rate for the campaign.|
|Outstanding Calls||The present number of in-progress outbound calls. This metric is most useful when campaigns stop or start since it indicates the number of calls that are active without resolution. Once 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.|
|Scheduled 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.