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View Campaign Statistics

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

Campaign Group Icons

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

Icon Description Type of Dialing Profile
Icon-agent.png
The campaign group uses any automatic or manual dialing mode Agent
IVR-icon.png
The campaign group uses either Progressive IVR or Power IVR mode IVR
Icon-MixedIVR New.png
The campaign group uses Predictive IVR mode Agent

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 Size - The number of unique contacts in the contact list.
  • Filtered - The number of contacts filtered from the list.
  • Delivered - The number of successful contact attempts.
  •  % - The percentage of successful contact attempts.
  • Retrying or Failed - The number of contacts being retried or with a current failure status.
  •  % - The percentage of contacts being retried or with a current failure status.
  • Not Attempted - The number of contacts remaining to be attempted.
Time
  • Remain - The time, in HH:MM:SS, remaining on an active campaign.
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)

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 All/Collapse All Reveals (Expand All) or hides (Collapse All) all campaign templates and their associated campaign groups and contact lists.
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


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This page was last modified on 2 October 2018, at 06:17.