Voice campaigns contain a high level of customizability regarding how the customer can be reached, how often they must be called in a certain period, in which order the calls need to take place, etc. The goal of voice campaign monitoring is to improve the ROI of the campaign by identifying areas that need improvement and making adjustments to increase conversions and customer engagement. It is an important aspect of any voice-based sales & service strategy and can help businesses reach their target audience more effectively.

In this article, we will learn how supervisors can use campaign monitoring.

Campaign Monitoring screen 

To access the campaign monitoring screen, click on Campaign Monitoring on the left hand bar as depicted below:



From this screen the supervisor can see the progress of all campaigns along with performance of the agents assigned to said campaign(s).

The Supervisor’s home page is a unified place where you can view the agents' performance, the status of escalated tickets, team status, warning dashboards, etc., in a single view. With this, the supervisor can easily locate the issues and take instant mitigation steps.

The Campaign Manager can monitor multiple campaigns at once - the campaign cards present on the left prevent supervisors from ignoring the health of other campaigns while drilling down in a particular campaign. These drill down options include Voice Campaign summary, Agent Status & State metrics and Agent metrics table.