Outbound Campaigns
A default dashboard showing an overview of current outbound campaign activity.
Fig. 1 - Outbound Campaigns (default dashboard)
Locked 
Contains the following widgets:
Campaign Summary - Active Campaigns
Table widget, with the following default filters:
| Filter | Default Value | Can be changed? |
|---|---|---|
| Time | Live |
|
| Item | Status = Running |
|
Displays the following data items for each running campaign:
| Short Label | Long Label | Description |
|---|---|---|
| Camp | Campaign | The name of the campaign. |
| Camp Type | Campaign Type | The type of the campaign. |
| Status | Campaign State | The current status of the campaign. |
| Complt % | Completed - % | The number of sessions disposed (not transferred) by agents, as a percentage of all dialed outcomes. |
| Agents # | Logged On - Current | The number of agents currently logged on (including those who cannot currently handle sessions) |
| Trunks # | Trunks In Use - Current | The number of trunks currently in use. |
| Dialing # | Dialing - Current | The number of sessions currently being dialed, (including waiting to be dialed when resources become available). |
| CurWaitAgts # | Waiting - Current | The number of agents who are currently ready to accept a session, but have not yet accepted a session. |
| AvailAgts # | Available - Current | The number of agents who are currently available. |
Today Top 7 - Agent Outcomes
Bar chart widget, with the following default filters:
| Filter | Default Value | Can be changed? |
|---|---|---|
| Time | Live |
|
| Item | Campaign |
|
Displays the 7 data items with the highest counts from the following list:
| Short Label | Long Label | Description |
|---|---|---|
| AO_002 | AO Auto Attendant | The agent detected that an auto attendant or IVR system had been dialed |
| AO_201 | AO Busy (A) | Agent detected busy tone |
| AO_206 | AO Call Failure (A) | Agent-detected call failure |
| AO_224 | AO Call Rejected (A) | Agent-detected call rejected SIT |
| AO_105 | AO Commitment | The agent got a sale or a promise to pay etc |
| AO_223 | AO Incoming Barred (A) | Agent-detected incoming barred SIT |
| AO_000 | AO Live Call | Live call (Unspecified) |
| AO_106 | AO Live Left Message | Live Left Message |
| AO_107 | AO Live Unattended | Live Unattended |
| AO_202 | AO No Answer (A) | Agent-detected ring no answer |
| AO_200 | AO Not Made (A) | The agent declined to make the call in preview (open progressive) mode. This is also the default Agent Outcome for preview calls that are completed without a specified Agent Outcome (from V10.6.580) |
| AO_225 | AO Not in Use (A) | Agent-detected Not in use SIT |
| AO_222 | AO Number Changed (A) | Agent-detected Number Changed SIT |
| AO_220 | AO Number Unobtainable (A) | Agent-Detected Number Unobtainable SIT |
| AO_120 | AO Other Live | No reason defined for the lack of commitment or success a call |
| AO_006 | AO Other Non-Live | Neither live voice or a machine were detected by agent |
| AO_221 | AO Out of Order (A) | Agent-detected Out-of-order SIT |
| AO_102 | AO Refusal | The called party doesn't want the service/product and no further call will be made on this campaign |
| AO_101 | AO Reschedule | The called party has asked for a call to be rescheduled for a later time, to speak to them or to another person |
| AO_103 | AO Wrong Number | The called party expected or sought does not reside at this number |
| AO_104 | AO Wrong Person | The called party expected or sought at this number was unavailable, but no arrangement is made to reschedule a call later |
| AO_005 | AO Unknown Machine | Live voice was not detected and the agent was unable to classify as meaningful non-live outcome |
Today - Switch Outcomes
Bar chart widget, with the following default filters:
| Filter | Default Value | Can be changed? |
|---|---|---|
| Time | Live |
|
| Item | Campaign |
|
Displays a count of each of the following data items:
| Short Label | Long Label | Description |
|---|---|---|
| DO_007 | Abandoned | A call was made and answered, but since no agent was available to take the call, it was abandoned |
| DO_034 | Agent AMD | Answer machine detected by agent |
| DO_005 | AMD | The switch detected that an answering machine had been dialed |
| DO_001 | Busy | The called party was busy |
| DO_026 | Fast Busy | Unable to access the number through its local exchange because of network congestion |
| DO_003 | Fax | The switch detected that a fax machine had been dialed |
| DO_008 | Host Interrupt | The CTI layer (or switch) interrupted a call on account of an event such as software failure |
| DO_010 | Live Call | This is a call, of whatever type (live call, answering machine and so on), that was transferred to an agent |
| DO_002 | No Answer | There was no answer from the called party |
| DO_000 | Not Made | This is a number passed to CallGem but never dialed. This field will not be displayed in the reporting suite. This is also the default Dialing Cycle Outcome for preview calls that are completed without a specified Agent Outcome (from V10.6.580) |
| DO_030 | Other | No information on why call failed |
| DO_032 | Planned Not Made | The agent specified for an agent specific callback is not logged in |
| DO_009 | Timed Out | The call was timed out and not made because the switch did not respond to a Call Initiate [CI] message. |
Agent Status
Pie chart widget, with the following default filters:
| Filter | Default Value | Can be changed? |
|---|---|---|
| Time | Live |
|
| Item | Campaign |
|
Displays a count of each distinct value for the following data item:
| Short Label | Long Label | Description |
|---|---|---|
| Status | Endpoint Status | The current status of the endpoint |