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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.

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

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 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 Size (Record Count/Device Count) - The number of unique records and the total number of devices contained in the contact list.
  • Filtered (Records 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

  • 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). 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


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This page was last modified on December 6, 2018, at 08:57.