Default Dashboards

Campaign Results

A default dashboard showing average connected/ talk/ on mute/ on hold durations for each outcome, for each campaign.

Campaign Results dashboard

Fig. 1 - Campaign Results (default dashboard)

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Contains the following widget:

Static report (summary) widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes

Displays the following data items for the specified campaign, broken down by

  1. Campaign
  2. General Outcome Category Name
  3. Switch Outcome Name
  4. User Outcome Name
Label Aggregation method for 'Total' line Description
Connected Duration - Total avg Total time in 'connected to user' state (in direct conversation between the customer and a user).
Talking Duration - Total avg The sum of
  • J8 (connected)
  • J9 (on hold)
  • K0 (on mute)
  • K1 (transferring)
  • K2 (conferencing)
On Mute Duration - Total avg Total time in 'muted' state (for one or more parties), during this session.
On Hold Duration - Total avg Total time in 'on hold' state, during this session.