WebConsole (Outbound & Inbound) - Information

WebConsole is a section 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.

Open

Live 'Campaigns' default page header.

Open

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 

InCall % = 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

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

= INVADE Solution you are connected to. 

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

Live 'Campaigns' select list.

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. It can be set between 0 & 10, the percentage of connected calls that can be abandoned when PREDICTIVE dialling. | 2. It can be set between 100 & 500, which is 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 the carrier setting; some carriers allow an override for a number you have chosen, i.e. SIP 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 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 fields.

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, 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 View

INVADE CATI Manager View

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 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 example, the number of lines different 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 is - 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 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 setup) 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.

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 Campaign

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

Unavail% = Percentage of total time the agent has been unavailable for a connect call for the campaign

Monitors = 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

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

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

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

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

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

Time made = Date and time when the call was made

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

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

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

TelNum = Telephone number used to make the call

Interview ID = CATI record with a unique ID for the 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.)

Recorded = Checkbox to show the call has been recorded 

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

AgentCalls = 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

Logged On = Date & time the agent has logged on

Logged Off = Date & time an agent has logged off

Name = 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

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.

Quota

See INVADE CATI Manager - Quota Management

Live Channels

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

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

CPS = Maximum Calls per Second permitted on the port

Routes

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

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

Additional 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 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