Campaigns view


Administrators use the campaigns view to observe dialing progress and the runtime status of complete and incomplete campaigns.Figure shows campaigns tab on the campaign management page

To sort this view, click the heading for the Name, Status, or Dialing mode column. The caret in the heading indicates whether the column sorts in ascending or descending order. In addition, you can filter the list by typing all or part of a name in the Search box.

You can filter this view by typing search text in multiple fields. The filterable columns are campaign name, contact list, queue, dialing mode, and script name.

Column Description
Check boxes By checking boxes in the first column, administrators select items for processing by an action such as copy or delete.
Status The status column displays whether each campaign is running or not. Administrators can use the slider switch to run or pause a campaign. If the campaign is invalid, the status column displays an error indicator instead of the switch.

Indicates that a campaign is running. Turning a campaign off or on updates the status on other user’s instances of the Campaign Management page.

Figure shows button which opens campaign diagnostics.

The campaign diagnostics button appears next to running campaigns only. Clicking it displays details about the running campaign that are useful for diagnosing problems. Hyperlinks in the dialog open DNC lists, queues, or RuleSets for inspection. If you click Outstanding Interactions, the campaign details view appears.

Figure shows diagnostic information about the running campaign.

Indicates that the campaign is inactive or complete. When a campaign restarts, dialing resumes at the next contact. A green check mark in the Dialing Progress column indicates a completed campaign.

Force Stop

After you manually pause a campaign (turn it off), use the Force Stop option to clear all outstanding interactions preventing the campaign from turning off. The Force Stop button appears on the Campaign Diagnostics dialog box when a campaign is paused and an interaction is outstanding. Genesys strongly recommends that you use this feature with extreme caution.

The Force Stop option has the following implications:

  • Calls that did not complete are logged with the wrap-up code ININ-OUTBOUND-CAMPAIGN-FORCED-OFF, regardless of the outcome of the call. Reports will display the wrap-ups that occur after the Force Stop, but a contact list export will show that new wrap-up code for Force Stop.
  • All wrap-up rules are ignored for all outstanding calls.
  • All wrap-up mapping actions are ignored for all outstanding calls.

Before using the Force Stop option, go to the campaign dashboard to manually transfer or wrap up the outstanding interactions.

Indicates that the campaign configuration is invalid. Campaigns are invalid if the script service, a queue or other resource is no longer available, or the contact list has an error, for example. This indicator replaces the slider switch since you cannot stop or start an invalid campaign.
Dialing Progress Percentage of contacts dialed For each running incompleted campaign, a graph depicts the percentage of contacts dialed. The first value is total contacts processed. The second value is the total number of contacts (not records). The calculation is (current contacts processed / total contacts) x 100.

Image shows icon users can click to recycle a campaign, causing it to start dialing from the first record

Recycles the campaign, so that dialing starts over starting with the first contact. If you click Recycle for a campaign that is off, the campaign starts at the first record when turned on. If a completed campaign is recycled, the recycle is unnecessary since the campaign starts at the first contact record anyway.

status_completed

A green check mark indicates that the campaign completed after attempting to dial all contacts in the associated contact list.
Name The name of each campaign is a hyperlink. When clicked, it opens the properties of the campaign. A text box at the top of this column filters the list to display only campaigns whose names completely or partially match text typed by the user.
Contact List The name of each contact list is a hyperlink. When clicked, it opens the properties of the contact list assigned to the campaign.
Script The name of the script assigned to a campaign is a hyperlink that when clicked, opens properties of the script when clicked.
Queue The name of the queue associated with a campaign. The system matches interactions to available agents on this queue.
Division

Filters the list of campaigns by division. Type all or part of a division name to display campaigns assigned to a division.

Dialing Mode The method used to place outbound calls.

Related procedures