WebConsole is a section avalible from the side menu available to authorised users.
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 = 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 tool panel is available from any column as shown here. Below is the full list avalible |
|---|
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' (signal line is active)
AMD = Answer machine detection, on or off (Note Emertec FastAMD will over ride and show as On)
Rec = Call recording On or Off - when on will record call from 'connected to hangup'
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 percent of connected calls that can be abandoned when predictive dialling
OvrDl % = Overall percentage for 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 then 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 accross 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
Closed = Not Applicable to and Open Campaign
Abandon Target = Can be set between 0 & 10, the percent of connected calls that can be abandoned when predictive dialling
Abondon Rate = Current percentage of calls that are being abandoned during the live campaign
Dial Rate = Current predictive mode overdial rate (all other modes will be 100%)
Dial Average = The avarage rate of predictive overdial on the live campaign
Answer Time (Avg) = Average time to answer a call accross 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' (signal line is active)
AMD = Answer machine detection, on or off (Note Emertec FastAMD will over ride and show as On)
Call Recording = Call recording On or Off - when on will record call from 'connected to hangup'
CLID = Caller Line Identification = Carrier permitting, telephone number displayed on the recipients handset (if available). If left blank the INVADE Solution will show carrier setting, some carries allow override for a number you have chosen i.e. SIP provide by INVADE.
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 ansewed
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 reconised (high volume can indicate an issue with the CATI Campaign i.e. prefix is wrong / extra didgits / bad sample)
Abandoned = Number of calls connected but have no agent avalible to ansew (Predictive & one to one dialling (progressive)) (can be high at the end of a shift due to agents logging of while predictive dialling is happeing)
Congestion = Number of calls unable to be made to the exchange (For SIP, this can be many issues for example number of lines diffrent to INVADE Solution expectation as provided has wrong confirgration)
Other = Number of calls that are not categorised with other status, for example interconnect drop out. (high volume can indicate an issue with the provider)
AMD = Number of call that have gone to ansering machine including Emertec Fast AMD
Fast Drop = Number of connected calls that are droped on 'trasnsfer' to a 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 avalible to take a call i.e. just starting a shift
/Hour = Average agent time in State per hour accross the campaign
% = Percentage for state per hour
/Call = Average agent time in State per call accross the campaign
Total = Total for Row
Bottom Menu bar - Below the main WebConsole window
From here you can further view date procided 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 extenstion in 3 ways:
Monitor - the ability to lisen to the agent exstention
Coach - the ability lisen and speak to the agent making the call
Barge - the ability to listen and speak to the agent & respondant
To use this feature, enter your number ~(i.e. extention 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 procided 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 colums 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 extention)
Duration = Time Agent has been in the current state i.e. in a call (IN CALL)
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 then 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 unavalible 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 = respondant telephone number Agent currently connect to
Live Calls - as previously discussed, the 'Tool Panel' can be toggled to show the colums 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 = As coded by the CATI (Note not all CATI's return a code, default 0) XXXX
Outcome = Outcome of call made as coded to the CATI
Agent = Agent given Name (often a code not a real name)
Calls - as previously discussed, the 'Tool Panel' can be toggled to show the colums you require
Call Made =
Type =
Code =
Outcome =
Number Called =
Database ID =
Interview ID =
Agent =
DisconnectReason =
RawDisconnectReason =
Old Agents - as previously discussed, the 'Tool Panel' can be toggled to show the colums you require
Group =
Name =
Location =
Logged On =
Logged Off =
sum(Dllr Calls) =
sum(Agent Calls) =
In Call =
Wrap =
Wait =
Uavail =
Total =
Time Lines
Time lines are an overview of the agent activity based on CATI Status displayed graphiclly. Really usefull for displaying on a Call Centre wall board.
Live Channels
Ports and Routes for the INVADE Solution for both SIP and PRI (ISDN) (inc T1 / J1 etc)
Ports
Server Name =
Port ID =
Port Name =
Call Count =
Routes
Server Name =
Route Name =
Prefix =
Calls Count =
Additional Prefix =
Selection Type =
Strip Length =
Port ID's =
Status Messages
Status messeges are 'freindly' 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
Info = Green - Information regarding the CATI and the INVADE Solution i.e. Time the INVADE Solution was started
Warning = Light Blue - Warnin g notices when an actioned has failled 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 - Serious error that can inpead the INVADE Solution from working corectally i.e. Port suspenstion
Critical = Red - Serrious impact that will impead INVADE Solution from working i.e. Asterisk API disconnect with calls active