You can use the voice campaigns view to observe dialing progress and the runtime status of complete and incomplete voice campaigns.

To sort this view, click the heading for the Name, Status, or Dialing mode column. The arrow in the heading indicates whether the column sorts in ascending or descending order. You can also 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 Select items for processing by an action, such as copy or delete.
Status Displays whether each campaign is running or not. Use the toggle to run or pause a campaign. If the campaign is invalid, the status column displays an error indicator instead of the toggle.

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

Figure shows button which opens campaign diagnostics.

The campaign diagnostics button only displays next to running campaigns. Click the button for details about the running campaign that help diagnose problems. The hyperlinks open DNC lists, queues, or RuleSets for inspection. When you click Outstanding calls or Scheduled calls, the campaign details view appears.

Figure shows diagnostic information about the running campaign.

 

Displays the Skills-Based Dialing Overview window. Three columns display campaign information for skills, associated records, and remaining records. The Skill column displays the skills selected for this campaign. The Associated Records column displays the number of contacts in the campaign that require the skill or skill combination. The Remaining Records column displays the number of records that remain to be dialed. To search for a specific skill, in the Filter skills box, type the name of the skill. For more information about how to diagnose problems with your campaign, see Skills-based dialing.

Figure shows the Skills-Based dialing overview window.

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 incomplete 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 you click it, the campaign properties appear. 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 you click it, the contact list properties assigned to the campaign appear.
Script The name of the script assigned to a campaign is a hyperlink. When you click it, the script properties appear.
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.