See detailed progress for selected campaign

From the CallGuide Pulse Campaign progress window you can open the window displaying details on a campaign, the Detailed progress campaign window.

You may do this in two ways:

• Select the campaign in the list and then click on the Details button.
• Double-click on the row in the list containing the campaign.

You can have several detail windows open at the same time, but only one window per campaign.

The name of the campaign is shown as a part of the window’s name. This window displays detailed information of a specific campaign and is divided into the following four sections:

• Status compilation
  Status for the entire campaign, whether dial intermission is in progress, whether priority strategy is applied and the status of the strategy. Static information with overall information about the campaign records..
• Dynamic information
  a list of the number of campaign records that have been closed with feedback Close, Declined, Inapplicable, including reasons.
• Graphic information
  with one picture of the agents servicing the campaign, and one picture with possible spare capacity.

  

Status compilation

At the top left of the detail progress window, you the status for the selected campaign and status for the dialling of its records.

Campaign status

An icon showing if the campaign is Started , Limited , Stopped , or Closed .

Dial intermission status

To the right of the status icon you see if there is a dial intermission in progress or not. When the Dial intermission text is seen, campaign records are handled as if the campaign is stopped or limited, depending on configuration in CallGuide Admin. The campaign can basically be started but during a dial intermission, the campaign’s status is seen as:

• Stopped, if all records are to be blocked.
• Limited, if personal campaign records will be allowed during the dial intermission.

Strategy name

If a priority strategy is active, you see this at the upper right side next to the Priority strategy: text, followed by the name of the active strategy.

Strategy status

If a priority strategy is being enabled or disabled, you also see the text Activation in progress or Inactivation in progress, directly after the text with the strategy name. During the time when records are given new priorities, it could happen that there is no dialling in the campaign.

Static campaign information

To the left in the detail progress window you see overall information about the campaign records. The campaign work can also be followed up daily, as part of the information is today’s figures, i.e. at the beginning of the day they are reset, then increasing during the day, and then finally once again reset during the night.

What is displayed in the static part of the window is:

Dynamic campaign information

The information displayed in the dynamic section of the window may vary between campaigns. The headings are:

• Feedback – a list of the feedback/record status of the campaign records.
• Reason – reasons for Close, Declined, and Inapplicable feedbacks.
• Total – shows the number of records with this specific feedback since the campaign started.
• Hitrate – the percentage of records called with this feedback, resulting in a positive outcome since the campaign started.
• Today – shows the number of records with this specific feedback so far today.
• Hitrate today – the percentage of records called, with this feedback, that has resulted in a positive outcome so far today.

  

Here, as well, you see the information with both a total from the campaign start and with today’s figures. At the beginning of the day, today’s values are reset, then increase during the day, and are then finally once again reset during the night. The number of rows displayed depends on how many reasons for the Close, Declined, and Inapplicable feedbacks there have been configured for this campaign in CallGuide Admin.

Graphic campaign information

In the bottom part of the Detailed progress campaign window you can see a collected progress picture of the number of agents servicing the campaign – in one tab with agent status, and in one tab with possible spare capacity. You can also see exactly which agents that can service the intended campaign queue, by clicking on the agent icon opening the Agents window.

The following information is displayed graphically on each tab respectively: