Call Campaign Search is a section available from the side menu, available to authorised users.
Call Search allows Campaign Search allows a user to search for telephone numbers and any recordings associated with that number.Call campaigns within a date range and data relating to the campaign. Data may differ if the campaign still active and search is run again.
Campaign Search default page header
| Note. the Columns & Filter Panel is available from the right-hand side as shown here. Filters will allow you to pick values for the matching column's cell value Below is the full list of columns & filters available |
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Columns
Title - Call Search, the current section you are viewing within the INVADE Solution
Phone Number = enter the number you are wanting to search
Partial match (toggle button) = if the phone number entered is only a part of a number, you can toggle to look for similar numbers
Call Outcome = The ability to drill down to the type of call i.e. searching for a number that has received 'Abandoned' calls
Call type = The ability to drill down to the type of call i.e. INBOUND for a number that was unable to reach the call centre
Agent = The ability to drill down to any Agent that has been logged to the CATI and used on the INVADE Solution
Campaign = The ability to drill down to any campaign activated on the CATI and used on the INVADE Solution
Start Date = Start date for the Call Search
End Date = End Date for the Call Search
Magnifying Glass (
) = Commit the search (enter)
Gray Column titles
TelNum = The telephone number returned from the search
Agent = Agent name returned from the search
Outcome = Call Outcome returned from the search
InterviewID = The identifier for the call as assigned by the CATI Note. This is dependant on the CATI API / Bridge
CampaignName = Campaign name as created on the CATI
Recorded = call recorded, true & not recorded false note. playback is available after the search have been returned and discussed further in this document
TimeMake = Date and time the call was made i.e. May 1st 13:34
TimeDisconnect = Date and time the call was disconnected by the respondent i.e. May 1st 13:55 Note. if Agent hangup this is 'null' and displayed as Jan 1st 00:00Start Date = Start date for the Call Search
End Date = End Date for the Call Search
Magnifying Glass () = Commit the search (enter)
Gray Column titles
Campaign = Campaign name as created on the CATI.
Date = Date campaign has started on the dialler.
Method = Campaign type i.e. Predictive.
NA Timeout = No answer timeout set for the campaign (time in seconds before an unanswered, human voice or other, an outbound call is terminated).
AMD = Answering Machine Detection enabled.
Rec = Recordings activated (Yes) for the campaign or off (No).
Total calls = Toal calls made for the campaign.
Total connections = Total of connected calls for the campaign.
Con% = Total of connected calls for the campaign represented as a percentage.
NA% = Total of calls not answered for the campaign represented as a percentage.
Target = Abandon rate target set for the campaign.
Silent Calls = Total number of silent calls for the campaign.
Silent Calls % = Total number of silent calls for the campaign represented as a percentage.
Silent calls across all% = Total number of silent calls for the campaign (when stopped and started multiple times on the dialler) represented as a percentage.
OvrDl% = dialling rate set for the campaign i.e. 200% would be two calls made for every available agent.
Agents = Total number of agents logged onto a campaign NOTE. The value will be 0 if the campaign in 'closed'.
InCall % = Total number of agents in a call for the campaign represented as a percentage. NOTE. The value will be 0 if the campaign in 'closed'.
Incall = Total number of agents in a call for the campaign. NOTE. The value will be 0 if the campaign in 'closed'.
Wait % = Total number of agents waiting for a connected call for the campaign. NOTE. The value will be 0 if the campaign in 'closed'.
Wrp% = Total number of agents in 'wrap up' (call has finished, but other tasks are being completed, i.e. notes for the call) for the campaign represented as a percentage. NOTE. The value will be 0 if the campaign in 'closed'.
Dail = Total number of call currently being dialled (ringing but not connected) for the campaign. NOTE. The value will be 0 if the campaign in 'closed'.
Conn = Total number of calls successfully connected for the campaign.
Peak = Highest number of agents that have been logged onto the campaign
On the upper right-hand side is the INVADE Solution monitoring tools allowing you to interact with the extension in 3 ways:
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How to build and generate a Call Campaign Search
Example of a part number (toggle on) search (994) with the Call Type as 'DIALLER' campaign search between two dates (28 September 2018 & 29 September 1st October 2018). Code, Call Outcome, Agent & Campaign NOT selected
The generated report will include calls that have been recorded (Yes) and not recorded (No)
From the highlighted record you can listen to the recording from this section by clicking on the 'Play' button. Note. Sound card and suitable speaker/headset required.
You can download the audio file in the default language for the INVADE Solution (native is .GSM)
You can export all the records (excluding the recording) to .CSV fileall campaigns opened on the dialler withing the date range selected.
The report will represent the campaigns at this point in time if the campaign is active data will not be updated until the report is re-run.
| Note. The ability to Copy, Copy with Headers & Export data available from within this section. 'Right Click' in a cell on the table and the user can: Copy an individual row |
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NOTE. If you navigate away from this section the Call Campaign Search report will need to be rerun re-run