Versions Compared

Old Version 10

changes.mady.by.user Daniel Olivera

Saved on

compared with

New Version 11

changes.mady.by.user Luna Gil

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Info

From this section of the menu the user will be able to monitor the campaigns of all the channels, the agents, the dispositions and surveys carried out.

Content

Table of Contents
maxLevel1

To enter this section, the user must navigate in the side menu to:
Supervisor → Campaigns

The module of campaign monitoring is divided into five tabs that will have different views of the campaigns that the supervisor has assigned.

This ones They are:

Dispositions Dashboard

In this screen, the Supervisor will be able to see the percentaje percentage of Dispositions in real-time or in a predetermined time-lapse for each campaign.

ExpandtitleFilters

First Dropdown Menu

Allows the Supervisor to filter dispositions by

Campaign

campaign. If nothing is selected, the system shows dispositions from all campaigns assigned to the current supervisor. If it's a SuperUser, we will see all the Campaigns.

Image RemovedImage Added

  • If the Supervisor

select

  • selects a dialer a 'Dialer Status' button is shown, When he clicks on there the system redirects the user to 'Dialer Status' screen for the selected dialer.

  • If the Supervisor select a campaign a 'Camp Status' button is shown, When he clicks on there the system redirects the user to 'Camp Status' screen for the selected campaign

In the

  • The Camp Status and Dialer Status have a button for all campaigns to come back to the dispositions dashboard.

Second Dropdown Menu

Allows the Supervisor to filter the table by disposition level.

If nothing is selected, the system shows all dispositions.

Image Modified

By Agent

When this box is checked, the table shows the dispositions filtered by agent.

Image RemovedImage Added

Time Range

Allows the user to put a time-lapse using the clock buttons to see the dispositions.

If nothing is selected, the system shows all the dispositions from the current day. 

Image Removed Expand
titleDispositions table

IMAGEN

Table shown

  • Agent: When By Agent is checked, this column

is showed with

  • shows the name of the agent who

make

  • makes the disposition.

  • Column Level 1: Shows the Dispositions level 1.

  • Column Level 2: Shows the Dispositions level 3.

  • Column Level 3: Shows the Dispositions level 3.

  • #: Shows the total of that disposition.

  • %: Shows the percentage of that disposition.

Image Removedexpand

IMAGEN

title

Graphics

Shows in graphics all the percentages for each disposition, in the center it's Level 1, in the middle it's Level 2 and outside it's Level 3.

In

On the bottom side of the graphic is the total number of dispositions.

Image Removed

IMAGEN

Info

It's important to know that every Agent have has a button to see his oun their own Dispositions DasboardDashboard. To learn more about that look at this, check out Dispositions Dashboard.

Campaign Agents

General view of campaigns and agents.

In the first table, it can be seen a basic summary of the status of campaigns in real-time.

The second table shows all the agents on the system on their actual state, name, amount of incoming/outgoing completed/rejected calls, with who whom the agent is having an active call, and the time indicating their last state.

The table on the right shows the calls on hold, indicating ACD, position, callerid, and the waiting time.

Survey

Complete detail of all the campaigns with its group of agents, where the supervisor can monitor everything in real-time.

To get more information about this matter, please visit Survey Statistics.