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WebConsole - Will show Live (active) campaigns by default, click on the campaign you wish to review. You may be familiar with the section as this was previously the 'Dialler Console' available as a Microsoft Silverlight application.
Live 'Campaigns' default page header
Title 'WebConsole = The current module you are viewing
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Live 'Campaigns' select list
| Note. the tool panel Columns & Filter Panel is available from any column 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 availableof columns & filters available |
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Columns
Campaign = Campaign name as set within the CATI design
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Web Console - Main Dashboard, Live 'Campaigns'
The following looks in detail at the sections presented in the Infographic above
What are - Campaign Stats
Started = Date and time the Campaign was started on the INVADE Solution
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What are - Dialler Call Outcomes (can be toggled for Preview Call Outcomes)
Connect = Number of connected calls currently in the campaign
No Answer = Number of calls that have ringing but are not answered
Busy = Number of calls that have a 'busy' tone (high volume can indicate an issue with the provider)
Bad Number = Number of calls that have an unexpected outcome i.e. telephone number not recognised (high volume can indicate an issue with the CATI Campaign i.e. prefix is wrong/extra digits / bad sample)
Abandoned = Number of calls connected but have no agent available to answer (Predictive & one to one dialling (progressive)) (can be high at the end of a shift due to agents logging of while predictive dialling is happening)
Congestion = Number of calls unable to be made to the exchange (For SIP, this can be many issues for example number of lines different to INVADE Solution expectation as provided has the wrong configuration)
Other = Number of calls that are not categorised with another status, for example, interconnect drop out. (high volume can indicate an issue with the provider)
AMD = Number of calls that have gone to an answering machine including Emertec Fast AMD
Fast Drop = Number of connected calls that are dropped on 'transfer' to an agent (high volume can indicate an issue with the INVADE Solution)
What are - Live Activity
Graphic representation of Agents state at this point in the campaign (refresh every 5 seconds)
What are - Agent Stats
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
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
On the right-hand side is the INVADE Solution monitoring tools allowing you to interact with the extension in 3 ways:
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Main Tabs - From here you can further view data provided by the INVADE Solution and CATI, by default this will display the Agents tab
Agents - as previously discussed, the 'Tool Panel' can be toggled to show the columns you require
Name = Agent given Name (often a code not a real name)
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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
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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
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Database ID = CATI record with a unique ID for the call
Interview ID = CATI 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)
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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
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Total = Total time for all states per session
Time Lines
Timelines are an overview of the agent activity based on CATI Status displayed graphically. Really useful for displaying on a Call Centre wallboard.
Live Channels
Ports and Routes for the INVADE Solution for both SIP and PRI (ISDN) (T1 / E1 etc)
Ports
Server Name = Name of the server as given by INVADE Company Name - Country - Build Type i.e Independent-UK-AIO, Independent Ltd - United Kingdom - All in one server
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Call Count = Total calls made across the port
Routes
Server Name = Name of the server as given by INVADE Company Name - Country - Build Type i.e Independent-UK-AIO, Independent Ltd - United Kingdom - All in one server
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Port ID's = Ports available for the route
Status Messages
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