Difference between revisions of "PEC-OU/Current/CXContact/CampaignsPage"

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  • Scenario 1: You have a customer record that has three devices, and all three devices are excluded from the contact list.
  • Result: A value of 1 is displayed for Records Filtered because the record has been suppressed entirely, and a value of 3 is displayed for Devices Filtered.
  • Scenario 2: You have a customer record that has three devices, but only two of the three devices are excluded from the contact list.
  • Result: A value of 0 is displayed for Records Filtered because the record is not suppressed entirely, and a value of 2 is displayed for Devices Filtered.
  • Scenario 1: You have a customer record that has three devices, and all three devices are excluded from the contact list.
  • Result: A value of 1 is displayed for Records Filtered because the record has been suppressed entirely, and a value of 3 is displayed for Devices Filtered.
  • Scenario 2: You have a customer record that has three devices, but only two of the three devices are excluded from the contact list.
  • Result: A value of 0 is displayed for Records Filtered because the record is not suppressed entirely, and a value of 2 is displayed for Devices Filtered.
m (Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2")
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!Type of Dialing Profile
 
!Type of Dialing Profile
 
{{!}}-  
 
{{!}}-  
−
{{!}}[[File:Icon-agent.png|30px|center|]]
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{{!}}[[File:Icon-agent.png{{!}}30px{{!}}center{{!}}]]
 
{{!}}Predictive, Progressive (with or without Seizing) or Push or Pull Preview
 
{{!}}Predictive, Progressive (with or without Seizing) or Push or Pull Preview
 
{{!}}Agent
 
{{!}}Agent
 
{{!}}-  
 
{{!}}-  
−
{{!}}[[File:IVR-icon.png|50px|center]]
+
{{!}}[[File:IVR-icon.png{{!}}50px{{!}}center]]
 
{{!}}Power IVR
 
{{!}}Power IVR
 
{{!}}IVR
 
{{!}}IVR
 
{{!}}-  
 
{{!}}-  
−
{{!}}[[File:Icon-MixedIVR_New.png|60px|center]]
+
{{!}}[[File:Icon-MixedIVR_New.png{{!}}60px{{!}}center]]
 
{{!}}Predictive IVR or Progressive IVR
 
{{!}}Predictive IVR or Progressive IVR
 
{{!}}Agent
 
{{!}}Agent
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!Type of Dialing Profile
 
!Type of Dialing Profile
 
{{!}}-  
 
{{!}}-  
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{{!}}[[File:Agent_LIFO.png|30px|center|]]
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{{!}}[[File:Agent_LIFO.png{{!}}30px{{!}}center{{!}}]]
 
{{!}}Predictive, Progressive (with or without Seizing) or Push or Pull Preview with LIFO.
 
{{!}}Predictive, Progressive (with or without Seizing) or Push or Pull Preview with LIFO.
 
{{!}}Agent / LIFO
 
{{!}}Agent / LIFO
 
{{!}}-  
 
{{!}}-  
−
{{!}}[[File:IVR_LIFO.png|50px|center]]
+
{{!}}[[File:IVR_LIFO.png{{!}}50px{{!}}center]]
 
{{!}}Power IVR with LIFO.
 
{{!}}Power IVR with LIFO.
 
{{!}}IVR / LIFO
 
{{!}}IVR / LIFO
 
{{!}}-  
 
{{!}}-  
−
{{!}}[[File:Agent_IVR_LIFO.png|60px|center]]
+
{{!}}[[File:Agent_IVR_LIFO.png{{!}}60px{{!}}center]]
 
{{!}}Predictive IVR or Progressive IVR with LIFA
 
{{!}}Predictive IVR or Progressive IVR with LIFA
 
{{!}}Agent / LIFO
 
{{!}}Agent / LIFO
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!Dialing Parameters
 
!Dialing Parameters
 
{{!}}-  
 
{{!}}-  
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{{!}}[[File:IVROnly_Icon.png|60px|center]]
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{{!}}[[File:IVROnly_Icon.png{{!}}60px{{!}}center]]
 
{{!}}Progressive IVR, Predictive IVR, or Power IVR
 
{{!}}Progressive IVR, Predictive IVR, or Power IVR
 
{{!}}Dialing mode, number of IVR ports, calls per minute
 
{{!}}Dialing mode, number of IVR ports, calls per minute
 
{{!}}-  
 
{{!}}-  
−
{{!}}[[File:Preview_Pull_and_Push_Icon.png|60px|center]]
+
{{!}}[[File:Preview_Pull_and_Push_Icon.png{{!}}60px{{!}}center]]
 
{{!}}Push or Pull Preview
 
{{!}}Push or Pull Preview
 
{{!}}Dialing mode only
 
{{!}}Dialing mode only
 
{{!}}-  
 
{{!}}-  
−
{{!}}[[File:Predictive_and_Progressive_Icon.png|60px|center]]
+
{{!}}[[File:Predictive_and_Progressive_Icon.png{{!}}60px{{!}}center]]
 
{{!}}Predictive or Progressive (with or without Seizing)
 
{{!}}Predictive or Progressive (with or without Seizing)
 
{{!}}Dialing mode, optimization parameter, optimization value, and number of ports
 
{{!}}Dialing mode, optimization parameter, optimization value, and number of ports
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{{!}}'''Lists'''
 
{{!}}'''Lists'''
 
{{!}}
 
{{!}}
−
*List Size (List Size/Devices) - The number of unique records and the total number of devices included in the contact list.
+
*[[File:List Icon.png|21x21px]]List Size (List Size/Devices) - The number of unique records and the total number of devices included in the contact list.
−
*Filtered (Contacts Filtered/Devices Filtered) - The total number of records and the total number of devices excluded from the contact list during the campaign group pre-loading stage. A record or device can be excluded for any of the following reasons:  
+
*[[File:Filter Icon.png|25x25px]]Filtered (Contacts Filtered/Devices Filtered) - The total number of records and the total number of devices excluded from the contact list during the campaign group pre-loading stage. A record or device can be excluded for any of the following reasons:  
 
**It is included in a mandatory or optional suppression list.
 
**It is included in a mandatory or optional suppression list.
 
**It matches defined filtering criteria (phone number filters, for example).
 
**It matches defined filtering criteria (phone number filters, for example).
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*'''Result''': A value of 0 is displayed for '''Records Filtered''' because the record is not suppressed entirely, and a value of 2 is displayed for '''Devices Filtered'''.|Click to see examples}}
 
*'''Result''': A value of 0 is displayed for '''Records Filtered''' because the record is not suppressed entirely, and a value of 2 is displayed for '''Devices Filtered'''.|Click to see examples}}
  
−
*Delivered - The number of successful contact attempts.
+
*[[File:Check Icon.png|27x27px]]Shows two statistic values Delivered (Completed)
−
*% - The percentage of successful contact attempts.
+
**Delivered (Active) - The number of successful contact attempts for the current/active dialing session. The statistic is calculated in the CX Contact Analytics Contact History index and includes entries with successful = true. The statistic value is set at Campaign Group start and reset during the next load/start.
−
*Retrying or Failed - The number of contacts being retried or with a current failure status.
+
**Completed (Total) - The total number of contact with record status Updated. This statistic is calculated in the Contact List Database table.
−
*% - The percentage of contacts being retried or with a current failure status.
+
**% - The percentage of successful contact attempts.
−
*Not Attempted - The number of contacts remaining to be attempted.
+
*[[File:Redo Icon.png|20x20px]] Shows two statistic values Active (Total)
 +
**Retrying or Failed (Active) - The number of contacts being retried or with a current failure status for the current/active dialing session. This statistic is calculated in the CX Contact Analytics Contact History index and includes entries with successful = false. The statistic value is set at Campaign Group start and reset during the next load/start.
 +
**Retrying or Failed (Total) - The total number of contacts that were not delivered, filtered or have not been attempted.
 +
**% - The percentage of contacts being retried or with a current failure status.
 +
*[[File:Not attempted icon.png|31x31px]] Not Attempted - The number of contacts remaining to be attempted. This includes contacts with record_status Ready and Retrieved.
 
{{!}}-  
 
{{!}}-  
 
{{!}}'''Time'''
 
{{!}}'''Time'''

Revision as of 17:10, February 9, 2021

This topic is part of the manual Outbound (CX Contact) CX Contact Help for version Current of Outbound (CX Contact).

View the fields and metrics that are displayed on the campaigns dashboard.

When you launch CX Contact, you land on the Campaigns page. This is where you'll monitor the status of running campaigns in real-time.

This article describes the fields and metrics displayed on the campaigns dashboard. To learn how to create and manage a campaign template, refer to the Create and Manage a Campaign Template page. To learn how to create and manage a campaign group, refer to the Create and Manage a Campaign Group page.

Dashboard Basics

The first column in the campaigns dashboard is the Campaigns/Groups column. It lists all the campaign templates, campaign groups, and contact lists that have been created in CX Contact.

CXC CampaignHierarchy.png

Media Controls

Use the media controls next to each campaign group to start, pause, or stop dialing activity.

  • Start - Starts or resumes dialing.
  • Pause - Pauses dialing activity.
  • Stop - Stops (unloads) dialing entirely. Note: Stopping a campaign group resets all campaign group statistics.

A status bulb next to the media controls indicates the current status of the campaign group and uses the following color scheme:

  • Green - Active/Running
  • Blue - Paused
  • Grey - Inactive
CXC MediaControls New.png

Campaign Group Icons

Campaign templates are always represented by a folder icon, and contact lists are represented by a document icon. An icon to the left of a campaign group name identifies the type of dialing or IVR mode(s) being used. The table below describes the three types of icons.

Icon Dialing Mode Type of Dialing Profile
Icon-agent.png
 Predictive, Progressive (with or without Seizing) or Push or Pull Preview Agent
IVR-icon.png
 Power IVR IVR
Icon-MixedIVR New.png
 Predictive IVR or Progressive IVR Agent

To visually inform you that LIFO has been enabled within an existing dialing mode the dialing icons will appear as shown in the following table.

Icon LIFO Mode Type of Dialing Profile
Agent LIFO.png
 Predictive, Progressive (with or without Seizing) or Push or Pull Preview with LIFO. Agent / LIFO
IVR LIFO.png
 Power IVR with LIFO. IVR / LIFO
Agent IVR LIFO.png
 Predictive IVR or Progressive IVR with LIFA Agent / LIFO


To the right of a campaign group name, an icon identifies the dialing mode the campaign group uses. Hover over that icon to see the name of the dialing mode and a list of associated dialing parameters. The table below describes the dialing mode associated with each icon and the dialing parameters that display onscreen when you hover over the icon.

Icon Dialing Mode Dialing Parameters
IVROnly Icon.png
 Progressive IVR, Predictive IVR, or Power IVR Dialing mode, number of IVR ports, calls per minute
Preview Pull and Push Icon.png
 Push or Pull Preview Dialing mode only
Predictive and Progressive Icon.png
 Predictive or Progressive (with or without Seizing) Dialing mode, optimization parameter, optimization value, and number of ports

For more information about dialing modes and IVR modes, refer to the Dialing Modes and IVR Modes page.

Contact List Weights

If a campaign group has more than one contact list, you can assign a weight to each contact list. The assigned weight label appears on the campaigns dashboard, next to the name of the contact list.

CXC WeightingDashboard.png

Important
If a contact list weight is set to 0, all dialing for that list is paused, and the label Paused appears next to the 0 value label on the campaigns dashboard.
CXC PausedLabel2.png

Dashboard Statistics

The campaigns dashboard displays the following metrics:

Lists
  • List Icon.pngList Size (List Size/Devices) - The number of unique records and the total number of devices included in the contact list.
  • Filter Icon.pngFiltered (Contacts Filtered/Devices Filtered) - The total number of records and the total number of devices excluded from the contact list during the campaign group pre-loading stage. A record or device can be excluded for any of the following reasons:
    • It is included in a mandatory or optional suppression list.
    • It matches defined filtering criteria (phone number filters, for example).
    • It fails pre-dial validation.

Click to see examples

  • Check Icon.pngShows two statistic values Delivered (Completed)
    • Delivered (Active) - The number of successful contact attempts for the current/active dialing session. The statistic is calculated in the CX Contact Analytics Contact History index and includes entries with successful = true. The statistic value is set at Campaign Group start and reset during the next load/start.
    • Completed (Total) - The total number of contact with record status Updated. This statistic is calculated in the Contact List Database table.
    • % - The percentage of successful contact attempts.
  • Redo Icon.png Shows two statistic values Active (Total)
    • Retrying or Failed (Active) - The number of contacts being retried or with a current failure status for the current/active dialing session. This statistic is calculated in the CX Contact Analytics Contact History index and includes entries with successful = false. The statistic value is set at Campaign Group start and reset during the next load/start.
    • Retrying or Failed (Total) - The total number of contacts that were not delivered, filtered or have not been attempted.
    • % - The percentage of contacts being retried or with a current failure status.
  • Not attempted icon.png Not Attempted - The number of contacts remaining to be attempted. This includes contacts with record_status Ready and Retrieved.
Time
  • Remain - The time, in HH:MM:SS, remaining on an active campaign. Note: Time Statistics will only generate after at least 1 completed chain, and after 5 minutes of run time.
Attempts
  • Done - The total number of contact attempts made.
  • Remain - The number of contact attempts remaining.
  • Per Min - The number of projected contact attempts per minute.
Agents
  • Logged in - The number of agents currently logged in to the agent group.
  • Busy Factor - The percentage of the agents' logged in time that they are occupied on calls.
Hit Ratio Hit Ratio is defined as the percentage of queued calls, relative to all dialed calls.
  • Success - The percentage of successful connections.
Abandoned
  • Count- The number of abandoned calls.
  • % - The percentage of abandoned calls.


Notice in the screenshot below that statistics are displayed for campaign groups and contact lists. If a campaign group contains multiple contact lists, the data is broken down by contact list, with the sum displayed in the Campaign Group cell. The only exception here are the Agents statistics (Logged In and Busy Factor). In this case, the cells are left blank - a zero (0) value does not display.

CXC DashboardStats.png
Tip
Use Genesys Pulse to generate in-depth reports of agent activity and campaign activity.

Search or Filter Campaign Statistics

The following search and filter functions are available on the Campaigns page:

Expand/Collapse Click Expand All to view all campaign groups associated with each campaign template. Click Expand All a second time to view all contact lists associated with each campaign group.

Click Collapse All to hide all campaign groups and contact lists associated with each campaign template.

View Reserved for future use.
Search box Enables you to search the campaigns dashboard for any value within a campaign template, campaign group, or contact list.
Find Status Enables you to filter the list of campaigns by status. Options are as follows:
  • All Statuses
  • Active
  • Running
  • Paused
  • Unloading
  • Inactive

Related Topics

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