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Note, from June 2020 this will not be applicable to INVADE and QPSMR CATI Campaign(s)
When an active campaign is selected and the Campaign detail window is showing, a supervisor is able to change some of the campaigns running parameters.
The changeable values are Dial Method, Abandon Rate, No Answer Timeout, AMD, Call Record and the CLID.
To alter these values simply click the “Change” button. The relevant fields will change to data entry fiends like so.
There is some data validation on the fiends to prevent inappropriate values being entered. To save changes press the “Commit” button. To reject the changes press “Cancel”.
When a campaign’s parameters have been altered that can be permanently saved using the “Save” button. This will apply those parameter values at the start of a campaign for any campaign with the same name
NOTE. For INVADE & QPSMR Campaigns these can only be updated in the INVADE CATI Manager
To change them you will need to go to INVADE CATI Manager section and click on the Campaign Name and you will see a editable version of the parameters in INVADE WebConsole.
INVADE WebConsole View
INVADE CATI Manager View
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State
INCALL = Agents in a Call
WRAPUP = Agents in wrapup i.e. coding the call and post-interview notes
WAITING = Agents waiting to be connected to a call by the INVADE Solution
UNAVAIL = Agents Logged in but not available to take a call i.e. just starting a shift
/Hour = Average agent time in State per hour across the campaign
% = Percentage of state per hour
/Call = Average agent time in State per call across the campaign
Total = Total for Row
On the right-hand side, in the midsection, is the INVADE Solution monitoring tools allowing you to interact with the extension in 3 ways:
Monitor - the ability to listen to the agent extension
Coach - the ability to listen and speak to the agent making the call
Barge - the ability to listen and speak to the agent & respondent
To use this feature, enter your number ~(i.e. extension number, cell number etc (Depending on Outbound set up) and the INVADE Solution will call you.
Note. By default you must start as a monitor, before progressing to Coach & Barge (forced from mid November 2020 Release)
Bottom Menu bar - Below the main WebConsole window
From here you can further view data provided by the INVADE Solution and CATI, by default this will display the Agents tab
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On the right-hand side is the INVADE Solution monitoring tools allowing you to interact with the extension in 3 ways:
Monitor - the The ability to listen to the agent extensionand respondent
Coach - the The ability to listen to the agent and respondent plus the ability to speak to the agent making the call
Barge - the The ability to listen to the agent and respondent plus the ability to speak to the agent & and respondent
To use this feature, enter your number ~(i.e. extension number, cell number etc (Depending on Outbound set up) and the INVADE Solution will call you.
Note. By default you must start as a monitor, before progressing to Coach & Barge (forced from mid November 2020 Release)
Main Tabs - From here you can further view data provided by the INVADE Solution and CATI, by default this will display the Agents tab
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Location = Booth location ID (note this is often the phone extension)
Duration = Time Agent has been in the current state i.e. in a call (INCALL)
Logged On = Date and Time Agent logged on to the Live Campaign
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Unavail% = Percentage of total time the agent has been unavailable for a connect call for the campaign
Total = Total time when the agent logged in and joined the campaign
Monitors = Agent is actively being monitored/coached or barge
Rec = Calls for the Agent are been recorded (this is displayed as a coloured dot)
A = Agent is making a preview call (this is displayed as a coloured dot)
Status = Current state for the agent i.e. WRAP UP
ACT Tel = Respondent telephone number Agent currently connect to
Live Calls - as previously discussed, the 'Tool Panel' can be toggled to show the columns you require
Call Made = Date and Time the active call was made
Type = Type of call made i.e. Dialler, Preview, Manual etc
State = Current state for the agent i.e. WRAP UP
State Duration = The duration in seconds the call has been in that state
Code = Outcome of the interview as coded by the CATI (Note. not all CATI's return a code, default 0)
Outcome = Outcome of the call as coded by the INVADE Solution
Agent = Agent given Name (often a code not a real name)
Calls - as previously discussed, the 'Tool Panel' can be toggled to show the columns you require
Call Made = Date and Time the active call was made
Type = Type of call made (i.e. Dialler, Preview, Manual etc)
Code = Outcome of the interview as coded by the CATI (Note not all CATI's return a code, default 0)
Outcome = Outcome of the call as coded by the INVADE Solution
Number Called = Telephone number used to make the call
Database ID = CATI record with a unique ID for the call
Interview ID = CATI record with a unique ID for the interview (not all CATI have this as unique)
Agent = Agent given Name (often a code not a real name)
DisconnectReason = Reson a call was not connected as coded by the INVADE Solution
RawDisconnectReason = Reason a call was disconnected when ISDN only (T1 / E1 etc)
Old Agents - as previously discussed, the 'Tool Panel' can be toggled to show the columns you require
Group = Sessions that the Agent has logged on & logged off per campaign
Name = Agent given Name (often a code not a real name)
Location = Extension the Agent has logged in from
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