Page Comparison

WebConsole is a section available from the side menu that is available to authorised users. 

WebConsole - Will show Live (active) campaigns including inbound 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.Image Removed

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Live 'Campaigns' default page header.Image Removed

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Title The title 'WebConsole = The current module you are viewing

Campaign = Campaign name as set within the CATI design

Started = Date and time: The campaign was started on the INVADE Solution

Method = Method set for the campaign for dialling (as in this example PREDICTIVE)

Agents = Total number of active agents on all live campaigns currently running 

Current Calls = Total number of connected calls on all live campaigns currently running 

Peak Calls = Greatest number of calls made at one point across the live campaigns within your local timezone today

Peak Agents = Greatest number of agents across the live campaigns within your local timezone today

Icons top right

Image Removed  = User Groups is activated from within the User Management Section for Multi-Tenant or  Single-Tenant Grouping

Image Removed= INVADE Solution you are connected to. 

 Image Removed = Currently logged on Username and INVADE Solution Web Portal Version, with the ability to 'Logoff'

Live 'Campaigns' select list

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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 

Columns

Act Tel. = Number dialed by the dialer or agent

AgentCalls = Telephone calls made directly by the agent

Agent call = Agent is making a preview call

Campaign = Campaign name as set within the CATI design

Duration = Duration of the currently active call

Dialer Calls = Number of call the agent has recived from the dialer for this active campaign or total calls if a closed campaign

InCall % = Percentage of time in a call for this active campaign or total calls if a closed campaign

InCall /call = Percentage of time in the current call

InCall total = Total calls made in the active campaign or total calls if a closed campaign

Location = Extension number the agent is using

Logged On = Date and time the agent logged onto the campaign 

Name = Friendly name for the agent

Rec = Call Recording is active

Status = Current status of the active call or last status if a closed campaign

Total = Total time logged on the current campaign or total time logged in if a closed campaign

UnAvail % = Percentage of time a agent has been unavalible in this active campaign or total if a closed campaign

UnAvail /call = Percentage of time a agent has been unavalible in the current call or last call if a closed campaign

UnAvail total = Total time a agent has been unavalible in the active campaign or total if a closed campaign

Monitors = Monitor / Supervisor currently monitoring / Coaching or Barge on the current call / agent

WrapUp % =  Percentage of time a agent has been in Wrap Up in this active campaign or total if a closed campaign

WrapUp /call = Percentage of time a agent has been in Wrap Up in the current call or last call if a closed campaign

WrapUp total = Total time a agent has been in Wrap Up in the active campaign or total if a closed campaign

Wait % = Percentage of time a agent has been waiting for the next call in this active campaign or total if a closed campaign

Wait /call = Percentage of time a agent has been waiting for the next call in this active campaign or last call if a closed campaign

Wait total = Total time a agent has been in waiting for the next call in the active campaign or total if a closed campaign

Also in previous versions 

Started = Date and time the Campaign was started on the INVADE Solution

Method = Method set for the campaign for dialling (as in this example PREDICTIVE) 

No Answer Timeout = The maximum time in seconds the call will 'ring' from 'ringback' (a signal line is active)

AMD = Answer machine detection, on or off (Note Emertec FastAMD will override and show as On)

Rec = Call recording On or Off - when on will record the call from 'connected to hang up'

Calls = Total number of calls made for the campaign

Con % = Overall percentage of connected calls made across the lifetime of the campaign

NA % = Overall percentage of calls not answered  across the lifetime of the campaign

Target = Abandon Target is the percentage of connected calls that can be abandoned when predictive dialling

OvrDl % = Overall percentage for a rate of call currently being made

Agents = Number of active agents currently logged in for the campaign

InCall % = Percentage of agents within a call for the campaign

Wait % = Percentage of agents currently waiting for a connected call

Wrap % = Percentage of agents currently in Wrap Up at the end of a connected call

Dial = Amount of calls currently in a pre-connect state (being called but not yet connected to a respondent) 

Conn = Total number of connected calls across the campaign

Peak = Peak number of agents connected across the campaignInCall % = Percentage of time in a call for this active campaign or total calls if a closed campaign

DiallerCalls = Number of calls the agent has received from the dialer for this active campaign or total calls if a closed campaign

AgentCalls = Telephone calls made directly by the agent

Connections % = Overall percentage of connected calls made across the lifetime of the campaign

AMD = Answer machine detection, on or off (Note Emertec FastAMD will override and show as On)

Rec = Call Recording is active

TalkTime = Total Talk Time for all Agents on the Campaign

OverDialAvg = Over Dial Average for the rate of calls currently being made on the Campaign

WaitTimePerConnect = Total time waiting for a connected call per session

Target = Abandon Target is the percentage of connected calls that can be abandoned when predictive dialling

Abandon Rate = Current percentage of calls that are being abandoned during the live campaign

Icons top right

Image Added  = User Groups is activated from within the User Management Section for Multi-Tenant or  Single-Tenant Grouping

Image Added= INVADE Solution you are connected to. 

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 Image Added = Currently logged on Username and INVADE Solution Web Portal Version, with the ability to 'Logoff'

Live 'Campaigns' select list.

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Web Console - Main Dashboard, Live 'Campaigns'Image Removed

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The following looks in detail at the sections presented in the Infographic above

What are - Campaign StatsImage Removed

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Started = Date and time the Campaign : The campaign was started on the INVADE Solution

Abandon Target = 1. Can It can be set between 0 & 10, the percentage of connected calls that can be abandoned when PREDICTIVE dialling. | 2. Can It can be set between 100 & 500, which is the percentage of dial rate when OVERDIAL dialling. 

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CLID = Calling Line Identification = Carrier permitting, telephone number displayed on the recipient's handset (if available). If left blank, the INVADE Solution will show the carrier setting, ; some carries carriers allow an override for a number you have chosen, i.e. SIP provide provided by INVADE.

Altering Campaign Parameters 

Note, from June 2020 Note, from March 2024, this will not be applicable to INVADE and QPSMR CATI Campaign(sto any ‘Campaign’ and can only be changed from the CATI Manager (or directly on the CATI in most cases)

When an active campaign is selected and the Campaign detail window is showing, a supervisor is able to change some of the campaigns campaign's 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 sofields.

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”.Image Removed

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When a campaign’s parameters have been altered that , they 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 ViewImage Removed

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INVADE CATI Manager ViewImage Removed

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What are - Dialler Call Outcomes
NOTE. Can be toggled for Preview & Inbound Call Outcomes Image ModifiedImage Removed

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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 off while predictive dialling is happening)
Congestion = Number of calls unable to be made to the exchange (For SIP, this can be many issues for . For example, the number of lines different to from the 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 is - Live ActivityImage Removed

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Graphic representation of Agents state at this point in the campaign (refresh every 5 seconds)
What are - Agent StatsImage Removed

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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 Rowcall 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.

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On the right-hand side , in the midsection, is the are the INVADE Solution monitoring tools, allowing you to interact with the extension in 3 ways:Image Removed

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 the Outbound set upsetup) 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 .

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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On the right-hand side 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.

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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Campaign = Campaign name as set within the CATI design

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 (INCALLby default this will display the Agents tab.

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Agents - as previously discussed, the 'Tool Panel' can be toggled to show the columns you require

ACT Tel = Respondent telephone number Agent currently connected to
Agent Calls = Agent preview & manual type calls made

Agent Call = Calls made by the Agent via the Dailer (Set up depending on)

Campaign = Campaign name as set within the CATI design

Status Time = Time in seconds in current Status

Status Time (mm:ss) = Time in minutes & seconds in current Status

Dialler Calls = Calls handled by the Agent from the Dailler

InCall % = Percentage of the total time the agent in a call for the campaign

InCall /call = Total time the agent in a call for the campaign

Location = Booth location ID (note this is often the phone extension)

Logged On = Date and Time Agent logged on to the Live CampaignDllr Calls

Name = Calls handled by the Agent from the Dailler

Agent Call = Calls made by the Agent via the Dailer (Set up depending)

InCall % = Percentage of total time the agent in a call for the campaign

Wrap % = Percentage of total time the agent is in Wrap Up at the end of a connected call for the campaign

Wait % = Percentage of total time the agent has is waiting for a connected call for Agent given Name (often a code, not a real name)

Rec = Calls for the Agent are been recorded (this is displayed as a coloured dot)

Status = Current state for the agent, i.e. WRAP UP

Total = Total time when the agent logged in and joined the campaign

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

Image Removed= Agent is actively being monitored/coached or barge

Wrap % = Percentage of total time the agent is in Wrap Up at the end of a connected call for

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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 stateAgentDisplayName = Agent display name presented by CATI (if supported)

Code = Outcome of the interview as coded by the CATI (Note. not all CATI's CATIs 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)

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Time made = Date and time when the call was made

Outcome = Outcome of the call as coded by the INVADE Solution

State = Current state for the agent, i.e. WRAP UP

Duration = The duration in seconds the call has been in that state

TelNum = Telephone number used to make the call

Type = Type of call made, i.e. Dialler, Preview, Manual etc

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Calls - as previously discussed, the 'Tool Panel' can be toggled to show the columns you require

Call Made Time made =  Date Date and Time time when the active call was made

Type = Type of call made (i.e. Dialler, Preview, Manual etc)

Code Outcome =   Outcome of the interview call 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 INVADE Solution

AgentDisplayName = Agent display name presented by CATI (if supported)

TelNum = Telephone number used to make the call

Database Interview ID = CATI  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 interview (not all CATI have this as unique)

Code = Outcome of the interview as coded by the CATI (Note not all CATIs return a code, default 0)

CodeDescriptor = Call outcome code descriptor sent by CATI (if supported)

Connected Duration - Connected Duration in Seconds

Connected Duration (mm: ss) - Connected Duration in Minutes & Seconds

Ringing = Duration of the ringtone in Seconds

RawDisconnectReasonRaw = Reason a call was disconnected when ISDN only (T1 / E1 etc.)

Image RemovedRecorded = Checkbox to show the call has been recorded 

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Old Agents - as previously discussed, the 'Tool Panel' can be toggled to show the columns you require

Group AgentCalls = Sessions that the Agent has logged on & logged off per campaign Name = Agent given Name (often a code not a real name)Agent preview & manual type calls made

Dialler Calls = Number of dialler calls

TalkTimePerConnect s = Talk time per call connect

Location = Extension the Agent has logged in from

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Logged Off = Date & time an agent has logged off

sum(Dllr Calls) = Total amount of calls per session the agent has made using the INVADE Solution

sum(Agent Calls) = Total amount of calls made directly by the Agent per session in preview mode

In Call = Total connect time in all calls per session

Wrap = Total time in wrap up for all calls per session (wrap is the period at the end of a call and before the next call starts)

Wait = Total time waiting for a connected call per session

Uavail = Total time the Agent is unavailable per session

Total = Total time for all states per session

Image RemovedName = Agent given Name (often a code, not a real name)

Total = Total time for all states per session

UnAvailableTimePerConnect s = UnAvailable time per connect

WrapTimePerConnect s = Wrap time per connect

WaitingTimePerConnect s = Wait time per connect

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Time Lines

Timelines are an overview of the agent activity based on CATI Status, which is displayed graphically. Really useful for displaying on a Call Centre wallboard.

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Quota

See INVADE CATI Manager - Quota Management

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Live Channels

Ports and Routes for the INVADE Solution for both SIP and PRI (ISDN) (T1 / E1 etc)

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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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Ports

Port ID = Given port for the SIP / ISDN telco connectivity

Port Name = Friendly name for the SIP / ISDN telco connectivity

Trunk = Name of the SIP / ISDN ‘Trunk’

Max Calls = Maximum Calls Permitted on the port

Call Count = Total calls made across the port

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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 serverCPS = Maximum Calls per Second permitted on the port

Routes

Route Name = Friendly name for the route

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Calls Count = Total calls made across the portAdditional Prefix = Additional prefix for all calls i.e. 9 for an outside line

Selection Type = Order given to route i.e. Circular, Round Robin etc

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Strip Length = Set amount of numbers to be stripped

Port ID's = Ports available for the route

Image RemovedAdditional Prefix = Additional prefix for all calls, i.e. 9 for an outside line

Status Messages

Status messages are 'friendly' display of the INVADE Solution Logs and allow the Contact Centre to see the current state CATI / INVADE Solution. These are colour-coded based on message type

It is possible to 'toggle' to view one type i.e infoImage Removed

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Status type and colour indicator:

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Critical = Red - A serious impact that will impede INVADE Solution from working i.e. Asterisk API disconnect with calls active

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Note. The ability to Copy, Copy with Headers & Export data available from within this section at: Live Campaign: Agents, Live Calls, Calls, Old Agents Closed Campaigns: Calls, Old Agents. 'Right Click' in a cell on the table and the user can: Copy an individual row Copy an individual row with the headers from the table Export the full table to a.CSV or Microsoft Excel (both .xlsx & .xml)  From the picker in Calls (Live & Closed), you can follow the number selected viewveiw all the times that number has been used) Image Added