Stage 4: Monitoring a campaign

• Monitoring

Harry has set up and run his campaign and sub-campaign. Now it needs to be monitored. This is where Lucy, the manager of Golden Gate Communications, comes in. Lucy is interested in two things: real-time reports of the campaign while it’s running and historical reports of the campaign once it ends.

Real-time reports (Engage)

Scenario: Lucy wants to ensure her agents are meeting the campaign goal, which is to reach 120 customers each day of the campaign. To assess if her agents are on track, she wants to keep track of call results each day of the campaign.

Solution: To monitor the status of an ongoing campaign in real-time, Lucy can use the Engage dashboard for a snapshot of call results.

[+] Instructions

Engage reports

1. Go to Account Manager, and on the Campaigns page, the dashboard will show real-time results of the campaign, as follows:

• List columns
  • Filtered—The number of contacts filtered from the list.
  • Delivered—The number of successful contact attempts.
  • Retrying or Failed—The number of contacts being retried or with a current failure status.
  • Not Attempted—The number of contact attempts remaining.
• Attempts columns
  • Done—The total number of contact attempts made.
  • Remain—The number of contact attempts remaining to be made.

Real-time reports (Genesys Pulse)

Scenario: Lucy has just hired five new agents, including Martha, and wants to track the number of customers they're talking to each day of the campaign.

Solution: Lucy can use Genesys Pulse to view agent activity. Lucy will sign in to Genesys Pulse and go to her dashboard. She’ll add a report widget to her dashboard, select the template and objects or statistics, and specify default display settings – like the name, refresh rate, and type of widget.

[+] Add a report widget

Add a report widget

There are two options for adding a report widget:

1. Click the more icon in the right corner of the dashboard and click Add a Widget.
2. Click the Add a Widget icon on the dashboard. Genesys Pulse opens a widget wizard to help you add a report

[+] Add a template and add objects or statistics

The template wizard guides you through the process of creating, changing, and deleting templates. To open the template wizard:

1. Click Add Widget
2. Select New Template. The Choose a Widget screen displays an alphabetical list of Genesys Pulse templates.

To create a Genesys Pulse template, you must add or configure:

• One or more object types.
• One or more statistics.
• One widget type with specific options to display the information.

On the Details screen:

1. Define the name of the new template
2. Describe the scope of this template
3. Select one or more object types from the selection based on what you might want to monitor.

Genesys Pulse allows you to select objects that are compatible with your template. For example:

• The Agent KPI template includes the Agent, Agent Group, Place, and Place Group objects.
• The Agent Group Status template includes the Agent Group and Place Group objects.

Select the statistics and properties to include in your template. Genesys Pulse statistics are described in detail in the templates.xls file. You must add at least one non-string statistic.

[+]Select default display settings

Display options

The final step before validating your template is to define what should be the default display of your widget on the main dashboard. This setting is the one displayed to Genesys Pulse users, but they can then modify the widget options on their own dashboard. Name the widget title

1. Select the Widget Type to display.
2. Select the Widget refresh rate.
3. Select options associated with the visualization (for example, thresholds and size).
4. If needed, select the statistics for alerts and define the alert values (from 1 to 3).

The agents' activity will display in the form of a grid, KPI, line chart, or list. Lucy can save and download the report data as a CSV file.

Historical reports

Scenario: The campaign has ended and G-Tel has asked Lucy for the results so that they can determine if the campaign was worth the investment.

Solution: Lucy can use either Engage to run an account, campaign, or sub-campaign summary or detail report, as described here, or she can use Genesys CX Insights to run Outbound Engagement reports, as described below.

Campaign Callbacks Summary report

The Campaign Callbacks Summary report summarizes the total number of callbacks processed by the contact center, breaking them down into the total number scheduled, missed, and completed for each day of the reporting period and distinguishing personal callbacks from non-personal ones.

Campaign Summary report

The Campaign Summary report provides several key measures generated by Outbound campaigns that summarize the disposition of contact attempts to reach customers over the reporting interval. The Summary tab, in bar chart format, focuses on two of those key measures: Accepted and Not Accepted.

Contact List Effectiveness report

The Contact List Effectiveness report provides the number of contact attempts that were generated by an Outbound campaign, the ratio of attempts that resulted in the detection of a special information tone (SIT), and a breakdown of the call results of those SIT-detected attempts for the selected calling list. The Summary tab of this report plots, in bar chart format, the SIT ratio for each calling list.

Agent Outbound Campaign report

The Agent Outbound Campaign report provides total and average duration of call handling activities for agents who participate in Outbound campaigns.

Want to learn more?

• Genesys CX Insights Outbound Contact reports and Agent Outbound Campaign Report
• Get Started with Genesys CX Insights Historical Reporting
• Get Started with Pulse Real-time Reporting