Campaign Monitoring
In this guide, you'll learn how to monitor a campaign in detail and understand the available metrics to make informed decisions.
How to monitor a campaign?
To monitor a campaign, go to the Statistics Menu, then to the Campaigns screen, and click on the campaign you want to monitor. A new tab will open with the campaign dashboard, where you'll find relevant information and metrics.
What does each panel mean?
Below we explain each of the panels available on the dashboard.
Remember that if you used any filters, the dashboard data will be filtered based on what you selected.
Interactions
This chart shows a summary of the campaign's interactions.
- Total: total number of interactions for the campaign, including outbound, completed, queued, and abandoned.
- Answered: number of inbound interactions that were answered by a user or a bot.
- Outbound: number of interactions that were initiated by users or by an Outbound Hub.
Abandoned interactions
This panel shows information related to abandoned interactions.
- Abandoned: number of inbound interactions abandoned by customers while waiting to be answered.
- Abandon rate: percentage of inbound interactions that were abandoned in the queue by customers.
Average times
This panel shows information related to interaction times.
- Wait time: average time customers waited in queue to be answered by a user.
- Outbound: average duration of outbound Telephony interactions.
- Inbound: average duration of inbound Telephony interactions.
Service level
This panel shows the percentage of interactions answered within the target time defined in the campaign.
- Service level: percentage of interactions that were answered within the configured time.
- Service level with abandoned: similar to service level, but also considers interactions that were abandoned by customers within the configured time limit.
Users
In this chart, you can observe the distribution of users by their current state (available, busy, disconnected, on lunch, etc.).
In addition to the default states, custom states that have been created will also appear, both globally and campaign-specific.
Dispositions
In this panel, you can view a chart with the disposition details.
Disposition summary
- Completed dispositions: indicates the number of interactions that have been dispositioned.
- Pending dispositions: indicates the number of interactions that are still pending disposition.
Disposition details
By clicking the button in the upper right corner, you can access a detailed view showing the frequency of use of each disposition and a chart with the different levels. This will help you identify customer contact reasons.
Campaign members
In this table, you can see information about the users who are members of the campaign.
- Channels/Active: shows the channels configured and enabled in the campaign. Only those channels the user has permissions for will appear enabled.
- Username: shows the name, username, profile picture, and current state of the user.
- Pending dispositions: number of completed interactions that have not yet been dispositioned by the user.
- Last state: time elapsed since the last state change.
- Last interaction: time elapsed since the user handled their last interaction.
- Completed: total interactions completed by the user in this campaign.
- Actions: allows you to perform different actions on the user. See the actions on users section for more information.
Queued interactions
In this panel, you'll find details about interactions waiting to be answered.
Summary
- Queued interactions: number of interactions in the queue.
- Maximum wait time: maximum time customers have been in the queue waiting to be answered by a user.
Detail by channel
By clicking the button in the upper right corner, you can access the details of queued interactions by channel.
This table shows all interactions waiting to be answered by a user. For each one, the channel, queue time, and client identifier are displayed.
- Telephony, SMS, and WhatsApp: customer's phone number.
- Email and WebChat: customer's email address.
- Instagram: customer's username.
- Messenger: customer's name.
Quality models
In this panel, you can see information related to the campaign's quality evaluations.
- Evaluations: total number of evaluations performed. Each evaluation corresponds to the review of a segment of an interaction, which is why one interaction can contribute multiple evaluations.
- Average rating: average score on a scale of 0 to 100, calculated over all evaluated segments. This average includes evaluations with invalidations.
Remember that if an evaluation is invalidated, it will add 0 points to the average, so it's normal for the overall average to drop.
Evaluation details
You can click on the panel to access the details of evaluated interactions.
For each evaluation you can view:
- Evaluation date: date when the evaluation was performed.
- Segment date: start date of the interaction segment that was evaluated.
- Model: quality model used to perform the evaluation.
- Evaluated: user who was evaluated in the interaction.
- Evaluator: user who performed the evaluation.
- Result: score obtained in the evaluation, on a scale of 0 to 100.
- View details: allows you to access the full evaluation detail with the breakdown of each category along with the score and comments.
Available filters:
Within this modal, you can use different filters. Below we show them.
- Quality model: select the model with which the evaluations were performed.
- Evaluated: filter by the user who was evaluated.
- Evaluator: filter by the user who performed the evaluation.
- Score range: adjust the score range to show only evaluations within that interval.
The filters you apply on the dashboard will also affect the quality results. Additionally, evaluations are shown by the segment start date, not by the date they were performed.
How to customize the dashboard?
You can customize the dashboard view using filters to display only the information you need.
How to filter?
To filter, click the button located in the bottom-right corner. The available filters will appear. We explain each one below.
Available filters
Refresh frequency: select how often the dashboard information will be updated. It can be every 5 seconds, 30 seconds or 1 minute. Additionally, you can update the dashboard by clicking the refresh icon. This manual refresh option will only be available if the Today option is selected in the period filter.
Period: select the time range to display information. By default, today's information is displayed, but you can also view statistics for the week, month, or select a custom date range.
- Today: displays information for the day.
- This week: displays accumulated information from Monday to the current day of the week. For example, if today is Wednesday, data from Monday to Wednesday will be included.
- This month: displays information for the current month. For example, if today is December 16, accumulated information from December 1 to 16 will be displayed.
- Custom date: if you want to view statistics for a specific date period, you can use this option and select the date range you need on the calendar.
Channels: select the channels you want to view information from on the dashboard. By default, information from all channels is displayed.
Users: select the users you want to display in the campaign members list.
State: select the user states you want to display (Available, Lunch, WrapUp, etc.).
Active interactions: select channels to show only users who have active interactions in at least one of those channels.
How to apply changes?
Remember that for the filters to be applied, you must click the Apply button. If you want to view the dashboard with the default information, you can click the Reset button.
Actions on users
From the campaign members table, you can perform the following actions on each user:
- Info: access the user's dashboard with detailed information about their performance, number of interactions by channel, break details, and charts.
- Spy: allows you to view the user's screen in real-time. The user must accept browser permissions to share their screen. Only the uContact tab can be viewed.
- Pause: allows the Supervisor to pause the user, changing their state to Paused by Supervisor.
- Chat: creates an internal chat between the supervisor and the user. The message will reach the user through the Inbox.
- Log out: allows you to end the user's session directly.