Campaigns

Is really important for supervisors to see in real time the performance of each campaign. It allow them to take actions in time to improve different aspects such as SLA and others. In uContact, you can supervise campaigns really easy.

Campaigns Analytics

If you access to Campaigns, you will have a dashboard with all the campaigns and different columns with metrics.

Metrics

There are a lot of metrics that are going to help you to see the performance of each campaign! Below, you have an explanation about each one.

Metric	Description
Total	Is the number of agents who are members of the campaign
Logged	Is the number of agents that are logged in
Available	Is the number of agents that are available to receive new interactions.
Queue	Is the number of interactions that are waiting to be attended by the agents.
Total interactions	Is the total of interactions that the campaign received in the day.
Incoming messages	Is the total of incoming messages that the campaign received in the day.
Outgoing messages	Is the total of outgoing messages that the campaign sent in the day.
Service level	Is the porcentage of the service level
Incoming interactions	Is the total of incoming interactions that the campaign received in the day.
Hold time
Outgoing interactions	Is the total of interactions that the campaign received in the day.
Agents transfers	Is the total of transfers by the agents in the day.
Attended time
Campaigns transfers	Is the total of transfers to another campaigns by the agents in the day.
First response
Attended interactions	Is the total of attended interactions in the day
Completed incoming interactions	Is the total of incoming interactions that were completed by the agents.
Attended agents transfers	Is the total of tranfers that were attended by the agents
Completed outgoing interactions	Is the total of outgoing interactions that were completed by the agents.
Average incoming interactions
Average outgoing interactions
FTE	Total logged time in seconds of all agents belonging to the campaign
Attended before service level	Is the number of interactions that were attended before the service level.
Attended after service level	Is the number of interactions that were attended after the service level
Abandoned	Is the number of interactions that were abandoned in queue before they connected to an agent
Abandoned before service level	Is the number of interactions that were abandoned in queue before the service level.
Abandoned after service level	Is the number of interactions that were abandoned in queue after the service level.
Occupation	Is the occupation time of the agents

Filters

You can use different filters to see only the information that you want. Below is a brief explanation of each one.

Since

Here you can select the range of time for the stats. The available ranges are: today, this week, this month and custom.

Range of time	Description
Today	Shows the stats of the day
This week	Shows the stats of this week
This month	Shows the stats of this month
Custom	Allow you to select the range of time you want for the stats

Campaigns

Here you can select the campaigns you want to supervise.

Metrics

Here you can select the metrics you want to see in the dashboard.

Refresh time

Also, you can set the refresh time interval of the stats or refresh manually pressing the button, the possible values are the following:

• Never
• 5 seconds
• 10 seconds
• 30 seconds
• 1 minute
• 10 minutes
• 15 minutes
• 30 minutes
• 1 hour
• 2 hours
• 1 day

Campaign Analytics

You can click on any campaign to view the specific metrics of this campaign specifically. There, you can see the average times, abandon rates, service level, ACD, agents status and charts.

Charts

There are different charts that are really useful for Supervisors to see the performance of an specific campaign.

Chart	Description
Average time	Is the average of hold time, attended time, incoming messages and outbound messages
Abandon rate
Service level	Is the percentage of service level 1 and level 2
Agents	Represents the number of agents by status

Filters

You can use different filters to only see the information you want. Below is the explanation of each one.

Since

There you can select the range of time for the stats. The available ranges are: today, this week, this month and custom.

• Today
• This week
• This month
• Custom

Channels

You can select the channels you want to see in the dashboard.

Channels
Telephony
WhatsApp
SMS
Email
WebChat
Instagram
Messenger

Status

You can select the status of the agents you want to see

• Connected
• Disconnected
• Supervisor
• WrapUp
• Training
• Personal
• Manual dialing
• Bathroom
• Meeting
• Break
• Data
• Channel
• Lunch

ACD

Column	Description
Position	Indicates the position of the customer in the queue.
Time	Indicates the hold time of the customer in the queue.
Client id	Indicates the number of the customer.

Agents list

Below is the explanation of each column of the agent list.

Column	Description
Channels	Indicates the channels that the agent is member.
Username	Is the username of the agent.
Status	Is the current status of the agent.
Active	Indicates the channels where the agent has active interactions
Last interaction	Indicates how long ago the last interaction was attended
Completed	Indicates the number of interactions that the agent have closed.
Actions	Info, Spy, Pause, Chat and Logout.

Agent actions

There are different actions you can do with each agent, below is the explanation of each one.

Actions	Description
Info	Allow you to see the agent dashboard.
Spy	Allow you to spy the agent screen. To use it, is necessary that the agent share her screen.
Pause	Allow you to put the agent in break.
Chat	Allow you to send a message to the agent.
Logout	Allow you to logout the agent.