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Name
SMS campaign's name

Service Level
Is the calls percentage that were attended by the agent before a stipulated time.

Strategy
Is the behavior that the campaign will have. To know more about this, please visit Strategies

Schedule
Time frame in which the SMS campaign will be available.

DIDs-Ports
Telephone number associated to the campaign for identification purpose.

Out of Time
Here the user can personalise the message that the client will receive when the campaign is out of time.

Maximum Interactions per Agent
Limits the amount of active interactions the agent can get. The rest of the interactions wait in queue.

Thresholds
These metrics to campaign statistics in real time, they are measured in time (seconds) .

• Service Level
  The time limit for response expected chats by an agent.    

• Dropout rate
  It is the time of chats to consider that they were abandoned by customers during the day time.

• Time chat
  Time to consider the agent-customer chat reached the limit.

• ACD
  Maximum number of customers who are waiting to be answered by an agent chat.

Canned Responses
The campaign can have pre written answers for your SMS interactions, this facilitates and speeds up the communication between agent-client.

Enable
The system can have a non working SMS campaign, without the need of deleting it entirely and lose information. If checked, the campaign can be used. 

Members

In order to add or delete agents from a campaign, the user must go to Members on the top left corner.

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From here, select the agent or agents to be added in the list on the right of the screen, and then press the green button.

The agent will have on his Inbox the SMS with which she/he started an interaction.

This SMS will unfold on the right side of this section, showing its history of conversation and the client's information:

• SMS Campaign's name

• Client's telephone number

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Next to the response box, will see some buttons that helps the agent to write the messages:

• First of all we have a list with emojis to use on your messages will unfold.

• The next contains the canned responses from the campaign. This ones get inserted in the response box automatically once the agent selected it from the list

• The last button sends the message the Agent wrote.

• And on the top right corner, the three points button will load the message history with the client.

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The table on the left down side of this section shows:

Icon : Icon Agent Status . Along with the status icon you may appear: if the agent is in a phone call appears ; and if the agent is to break the break for that picture will appear .

Channel Status: If the agent has an interaction opened, the logo of this one will appear in this column, for SMS, Webchat, Email, Twitter. 
If the agent is attending more than one type of interaction, this ones will appear next to each other

Status: Agent Status in real time. States can be Offline , Busy, Free, Free Busy in break and break ( still break any available ) .

Agent: Name agents members of the campaign.

Completed: Number of SMS completed by agent.

Active: Represents the active interactions that the agent has.

Time: Time of the last change agent status

The table on the right down side unfolds:

Number: Client's telephone number

On Hold: Client's waiting time.

When an agent has an active interaction, the supervisor can click on it an the following options will appear:

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Spy
The supervisor can visualize in real time the messages exchanged between agent-client.

Monitor screen
Allows you to view the agent screen in real time, to see this button the option to monitor screen must be enabled in Configuration - Agents.

Info
Displays a window with all the agent information.

Pause
The supervisor will pause the agent status.

Chat with agent
It gives us the possibility to send a message to an agent.

Disconnect agent
Supervisor can log out the agent's account.. The agent must enter his username and password again to be able to enter and continue working.

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Parameters for filtering

Start date: Start Date Search SMS recordings .

Final date : End of recordings that we get from the search.

Mail: E-mail client we want to find . In this field you can put a part of the mail and the search will be the same.

Campaign: Select the campaigns SMS available on the list.

Agent : Select the agents who attended the SMS.

20045676;dialerestest;
29089900;dialerestest;
27865555;dialerestest;

Exist the option to send an unitary text message to a unique and specific number, it must insert the following data:

Telephone: Number where to send the SMS.

Text: Text of the message to be send.

After completing the fields, press the Send button and the message will be sent by the dialer

The outgoing SMS are processed automatically by the system. To upload SMS it must load a file which have the following, in csv format:

Values:

smsintegratest;099782129;Test message;9999;
smsintegratest;0917564998;Test message;9999;
smsintegratest;095675776;Test message;9999;

To view the status information and status messages sent message waiting to be sent views Reports.

It is possible to send messages since applications of thirds executing a web service REST for example: 

http://10.1.0.18:8085/integra/resources/sms/sendsms/destination=099635199&message=message%2520de%2520prueba2&api=dongle&device=dongle0

Always that a dialer is generated must take into account the following criteria for files and content:

.