Campaigns dashboard

With the Campaigns dashboard, get real-time and historical performance metrics for call campaigns, including call outcomes, campaign volumes, and agent metrics. Managers can use this information to monitor call campaigns and make data-driven decisions to improve campaign performance.

Use the dashboard

To use the dashboard, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.

  2. Click Campaigns. The dashboard appears.

  3. Click the Date field to select a date range, and then do one of the following:

    • Select a preset date range. To do this, follow these steps:

      1. Click More to view all of the preset date ranges.

      2. Click the date range that you want.

      If you select a date range that includes historical data (anything other than Today), the dashboard displays call data only for calls that are completed.

    • Specify a custom range. To do this, follow these steps:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can enter your date range or click Open calendar to select start and end dates.

  4. Filter your results using the following fields:

    • Campaign Mode: Filter by campaign dialer mode.

    • Queue Name: Filter by the queue that the campaign is associated with.

    • Language: Filter by the language assigned to the queue.

    • Campaign ID: Filter by the campaign ID.

    • Campaign Status Outcome: Filter by the status of the campaign.

    • Agent Name: Filter by agent name.

    • Agent ID: Filter by agent ID.

    • Agent Email: Filter by an agent's email address.

    • Custom Agent ID: Filter by an agent's custom ID.

    • Agent Location: Filter by agent location.

  5. Click Update.

Tiles

This dashboard contains the following metrics tiles:

  • Success Rate: the percentage of calls that ended in Finished status

  • Campaign Volume: the total number of calls attempted in the campaign

  • Calls Answered by Customers: the number of calls that ended in Finished status

  • Total Failed: the number of failed calls

  • Call Status Outcomes: a bar chart that displays how calls concluded, by call status

  • Live Calls: the number of calls that are in progress. This tile displays data only if the Date filter is set to Today.

  • Campaign Volume Remaining: the number of calls in the campaign that haven't been attempted yet

  • Total Abandons: the number of calls that were abandoned by the customer before connecting to an agent

  • Voicemail Hung Up: the number of calls that ended after reaching voicemail

  • Disposition Breakdown: a chart that displays the breakdown of completed calls by the disposition assigned to each call

  • Avg BCW (average before contact work): the average amount of time that agents spent acknowledging contact details in the CRM before their calls were connected

  • Avg Hold Time: the average amount of time that customers were on hold

  • Avg Handle Time: the average amount of handle time for all calls. Handle time starts when an agent accepts a call and ends when they finish wrap-up. Average handle time = (before contact work (BCW) + hold time + talk time + wrap-up time) / total handled calls.

  • Avg Talk Time: the average amount of time that agents spent talking to customers. This excludes before contact work (BCW), hold time, talk time, and wrap-up time.

  • Avg Wrap-Up Time: the average amount of time that agents spent in Wrap-up status

  • Avg Attempts Until Consumer Reached: the average number of call attempts that were required to reach a customer

Tables

This dashboard contains the following metrics table. Hold the pointer over the column headings to see their descriptions.

  • Historical: displays performance metrics for historical call campaigns