WebConsole is a section available from the side menu that is available to authorised users.
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Live 'Campaigns' default page header.
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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 : The campaign was started on the INVADE Solution
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Live 'Campaigns' select list.
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| Note. the 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 Here is the full list of Field Descriptors |
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What are - Campaign Stats
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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 March 2024, this will not be applicable to 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”.
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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.
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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 Activity
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Graphic representation of Agents state at this point in the campaign (refresh every 5 seconds)
What are - Agent Stats
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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
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 . This will display the Agents tab.
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On the right-hand side is are the INVADE Solution monitoring tools, allowing you to interact with the extension in 3 ways:
Monitor - The ability to listen to the agent and respondent
Coach - The ability to listen to the agent and respondent, plus the ability to speak to the agent
Barge - 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.
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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Agents - as previously discussed, the 'Tool Panel' can be toggled to show the columns you require
ACT Tel = Respondent telephone number Agent currently connect 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
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Dialler Calls = Calls handled by the Agent from the Dailler
InCall % = Percentage of the total time the agent in a call for the campaign
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Name = 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
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Code = Outcome of the interview as coded by the CATI (Note. not all CATI's CATIs return a code, default 0)
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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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Code = Outcome of the interview as coded by the CATI (Note not all CATI's CATIs return a code, default 0)
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RawDisconnectReasonRaw = Reason a call was disconnected when ISDN only (T1 / E1 etc.)
Recorded = Checkbox to show the call has been recorded
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Name = Agent given Name (often a code, not a real name)
Total = Total time for all states per session
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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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Ports and Routes for the INVADE Solution for both SIP and PRI (ISDN) (T1 / E1 etc.)
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Ports
Port ID = Given port for the SIP / ISDN telco connectivity
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Selection Type = Order given to route i.e. Circular, Round Robin etc
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Additional Prefix = Additional prefix for all calls, i.e. 9 for an outside line
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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
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| Note. The ability to Copy, Copy with Headers & Export data available from within this section at: Live Campaign: Closed Campaigns: 'Right Click' in a cell on the table and the user can: Copy an individual row From the picker in Calls (Live & Closed), you can follow the number selected and veiw viewveiw all the times that number has been used)  |
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