WebConsole (Outbound & Inbound) - Information

WebConsole is a section available from the side menu 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.

Live 'Campaigns' default page header

Title 'WebConsole = The current module you are viewing

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 = INVADE Solution connected

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

Live 'Campaigns' select list

		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

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) 

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 campaign

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

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

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

Dial Rate = Current predictive mode over-dial rate (all other modes will be 100%) 

Dial Average = The average rate of predictive over-dial on the live campaign

Answer Time (Avg) = Average time to answer a call across the live campaign

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)

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

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

Altering Campaign Parameters 

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.

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

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.

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:

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

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)

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 (INCALL)

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

Dllr Calls = 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 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

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

Logged On = Date & time the agent has logged on

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

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

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

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

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

Route Name = Friendly name for the route

Prefix = numbers required to use the route, prefixing any telephone number

Calls Count = Total calls made across the port

Additional 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

Strip = True or False remove a set amount of number 

Strip Length = Set amount of numbers to be stripped

Port ID's = Ports available for the route

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 info

Status type and colour indicator:

Info = Green - Information regarding the CATI and the INVADE Solution i.e. Time the INVADE Solution was started

Warning = Light Blue - Warning notices when an actioned has failed i.e. Unable to start recording on a campaign

Minor = Yellow - Minor warning notice when an activity has caused a failure i.e. stopping a campaign on the INVADE Solution when Agents are still logged in

Serious = Orange - A serious error that can impede the INVADE Solution from working correctly i.e. Port suspension 

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