Voice Campaign Summary 

This widget enables supervisors to gauge the overall team performance and analyze essential metrics such as new cases, unassigned cases, case response SLA, first response time, etc., and aid supervisors in making significant business decisions and keeping track of the team's performance efficiently. For the Voice Campaign summary you can see the following parameters monitored:  

• Dialed calls- Total number of calls dialed by agents assigned to the particular campaign.  

• Not connected calls- Specifies the number of calls where customers and agents did not get connected. 

• Abandoned %- Specifies the % of abandoned calls i.e. customer connected by agent did not join. 

• Live Calls - Specifies the number of calls agents are currently connected to. 

• Connected calls- Specifies the number of calls where customers and agents got connected. 

• Connectivity %- Specifies the percentage of connected calls  

• AHT- Average Handling Time  

• In flight calls- Number of calls being dialed at any given moment 

Agent Status & State  

This widget will assist supervisors to track the availability status of their team members - whether the agent is working on a case, waiting to start working on the case, busy, or unavailable. 

• Agent Status - Shows the aggregate summary of the agent's availability status, such as Available, Unavailable, Lunch, Tea break, Connection issue, etc. This value comes based on the defined values of the User Availability Status Custom Field. 

• Agent State - Shows the aggregate summary of agents' current states such as Logged Out,  Idle, Working on a Case, etc. It helps you understand the live activity performed by the agent.  

Agents 

A consolidated view of each team member's name, their availability status, and their average  handling time for each case in the past 24 hours, and more. 



 

The table is very similar in functionality to the Queues and Agent console in the platform.  

Conclusion 

By analyzing customer interactions and agent performance, businesses can: 

• Improve customer experience 

• Enhance agent performance 

• Increase efficiency 

• Ensure compliance 

• Make better data-driven decisions 

• Avoid costly fines or legal issues and maintain a positive reputation. 

 Overall, the use of voice campaign management for outbound call centers can provide businesses with a competitive edge thereby driving long-term success which lead to positive business outcomes. 

Knowledge Base