From the ACE 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 ACE 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:
| Field name | Description |
|---|---|
| Campaign records | The number or records in the campaign, including closed records. |
| Paused | Paused records (with or without feedback), including personal records. |
| Open campaign records with feedback | The number of handled records in the campaign (not paused or closed). Personal records are not included. |
| Open campaign records without feedback | The number of records in the campaign not yet handled (and not paused or closed). Personal records are not included. |
| Open personal campaign records | The number of personal records in the campaign that are not paused or closed, including records both with and without feedback. |
| Close Total | The number of campaign records closed with Close feedback in ACE Agent since the campaign started. |
| Close today | The number of campaign records that so far today were ended with Close feedback in ACE Agent. |
| Declined Total | The number of campaign records closed with Decline feedback in ACE Agent since the campaign started. |
| Declined today | The number of campaign records that so far today were ended with Declined feedback in ACE Agent. Number of Declined regardless of reason. |
| Silent calls Total | The number of calls closed by the dialer after a customer answered the call, because no ready agent was available since the campaign started. |
| Silent calls today | The number of calls closed by the dialer after a customer answered the call, because no ready agent was available. |
| Inapplicable Total | The number of campaign records closed with feedback Inapplicable in ACE Agent since the campaign started. |
| Inapplicable today | The number of campaign records that so far today were ended with Inapplicable feedback in ACE Agent. Number of Inapplicable regardless of reason. |
| System loss Total Automatically closed by system or by administrator |
The number of campaign records (not Closed, Declined or Inapplicable) since the campaign started. that were closed by:
|
| System loss today | The number of campaign records (not Closed, Declined or Inapplicable) so far today that were closed by:
|
| Campaign calls made Total | The total number of campaign calls made from campaign records since the campaign started. |
| Campaign calls made today | The total number of campaign calls made from campaign records so far today. |
| Number answered calls Total | The number of calls answered by the called party and connected to an agent since the campaign started. |
| Number answered calls today | The number of calls answered by the called party and connected to an agent so far today. |
| Hitrate Total | Hitrate = Closed / (Closed + Declined). Gives the proportion of termination where the offer could be presented. Unit: Percent.
This value is only displayed for the rows with status ”Closed” since the campaign started. |
| Hitrate today | Hitrate = Closed / (Closed + Declined). Gives the proportion of termination where the offer could be presented. Unit: Percent. Value for today’s work so far. |
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 ACE 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:
| Field name | Description |
|---|---|
| Ready | The number of ready agents servicing the campaign. |
| In contact | The number of agents in contact servicing the campaign. |
| In wrap-up | The number of agents in wrap-up servicing the campaign. |
| Paused | The number of paused agents servicing the campaign. |
| Total | The total number of agents servicing the campaign. |
| Reserve | The number of ready agents with possibility to service the queue but at the moment logged out from the queue. |