Multiple Campaign Details page field descriptions

Last Updated : Jul 29, 2022 |
Prolog information
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Fields/buttons in the left pane

The left pane displays details of the campaigns that you have selected.
The top two rows of each campaign display the following fields/buttons:
Name or button
Description
<Campaign name>
Displays the name of the campaign.
JOB ID
Displays the job id for the campaign.
Pause Pause icon
To pause a running campaign.
Resume Resume icon
To resume a paused campaign.
This button is available only for campaigns that are in a paused state.
Stop Stop icon
To stop a campaign.
Settings Settings icon
To edit the run-time parameters, and filter template and contact list associations of a running campaign.
Filtered Contacts
Displays the total number of contacts filtered from the contact lists that are associated with the campaign. The contacts are filtered as per the filter templates that are associated with the contact lists.
The Filtered Contacts count decreases if contacts that are not marked as done are deleted from the contact lists when the campaign is running.
Processed Contacts
Displays the total number of records that are attempted by the campaign and marked as Done.
Processed contacts are records that have reached a Done state as per the campaign strategy configuration.
Queued Count
Displays the total number of calls that are currently in the queue for the campaign jobs with channel type VOICE_CALL and pacing type Expert Call Ratio (ECR), Cruise Control, and Progressive.
This field is displayed only if there is a running campaign job with channel type VOICE_CALL and pacing type Expert Call Ratio (ECR), Cruise Control, or Progressive.
Percent Completed
Displays the percentage of processed contacts for the campaign.
The percentage completed is calculated based on the total number of processed contacts as compared to the total number of contacts for the campaign.
This field is displayed only for finite campaigns.
Status
Displays the campaign status.
For example, Running or Paused.
Show Nodes / Hide Nodes
Toggle option to show or hide the campaign node information.

Node-specific fields displayed in the left pane

The following table provides descriptions of the node-specific fields that are displayed for a campaign. The fields that are displayed for each node depend on the channel and pacing type of the node.
Name
Description
Queued Count
Displays the total number of calls that are currently in the queue for the campaign job node.
Agent Utilization (%)
Displays the percentage of time the agent is busy out of the total time the agent spends for the current zone of the job action.
Service Level [Agent Related]
Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm considers this value to ensure that the desired level is achieved.
Total
Displays the total number of filtered contacts for the job.
Aux
Displays the total number of agents on a break for the current zone of the job action.
Idle
Displays the total number of agents idle for the current zone of the job action.
Other
Displays the total number of agents with Other state.
Busy
Displays the total number of agents busy with a call for the current zone of the job action.
Pacing Interval
Displays the time unit of pacing.
Pacing
Displays the number of calls, email messages, or SMS messages to be made or sent in the pace interval.
Pace Variation Step
Displays the percentage by which POM can vary the actual pace to match the maximum pace value.
POM also varies the actual pace by this percentage to match the initial pace value. The initial pace value defines the total number of calls, email messages, or SMS messages POM can process in a pace interval.
The maximum pace value and initial pace value are configured in the campaign strategy in POM.
Max Pace
The maximum value of call, email, or SMS pacing allowed.
Ports In Use
Displays the number of outbound ports that are currently being used by the campaign to dial the contacts.
Desired ASA
Displays the average time the agent requires to finish the call.
POM monitors the average speed for an inbound skill you chose to monitor.
Desired EWT
Displays the expected time for which the call waits in the queue before the call is answered.
Queue Length
Displays the number of calls in the wait queue for the inbound skill.
Service Level [Skill specific]
Displays the number of calls answered within the specified time in the inbound queue.
The following table provides information about the fields that are displayed for each node type:
Conditions
Fields
Channel type is VOICE_CALL and pacing type is Manual or Preview.
The following fields are displayed:
  • Agent Utilization(%)
  • Service Level(%)
  • Total
  • Busy
  • Aux
  • Idle
  • Other
Channel type is VOICE_CALL and pacing type is ECR, Cruise Control, or Progressive.
The following fields are displayed:
  • Queued Count
  • Agent Utilization(%)
  • Service Level(%)
  • Total
  • Busy
  • Aux
  • Idle
  • Other
Channel type is VOICE_CALL and pacing type is Custom or None.
The following fields are displayed:
  • Pacing
  • Ports In Use
Channel type is VOICE_CALL and pacing type is Timebased.
The following fields are displayed:
  • Pacing
  • Pacing interval
  • Ports In Use
Channel type is VOICE_CALL and pacing type is SkillBased.
  • When you configure Average Speed Of Answer, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Desired ASA
    • Ports In Use
  • When you configure Service Level, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Service Level
    • Ports In Use
  • When you configure Queue Length, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Queue Length
    • Ports In Use
Channel type is SMS and pacing type is None.
The following field is displayed:
Pacing Type
Channel type is SMS and pacing type is TimeBased.
The following field is displayed:
Pacing Interval
Channel type is SMS and pacing type is SkillBased.
  • When you configure Average Speed Of Answer, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Desired ASA
  • When you configure EWT, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Desired EWT
  • When you configure Service Level, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Service Level
  • When you configure Queue Length, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Queue Length
Channel type is EMAIL and pacing type is None.
The following field is displayed:
Pacing
Channel type is EMAIL and pacing type is TimeBased.
The following field is displayed:
Pacing Interval
Channel type is EMAIL and pacing type is SkillBased.
  • When you configure Average Speed of Answer, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Desired ASA
  • When you configure EWT, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Desired EWT
  • When you configure Service Level, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Service Level
  • When you configure Queue Length, the following fields are displayed:
    • Pace Variation Step
    • Max Pace
    • Queue Length

Multiple Campaign View pane

Name or Button
Description
Last 5, 15, 30, 60 min data will be updated after clicking on refresh button Refresh icon
Click to refresh the data in the Last 5 min, Last 15 min, Last 30 min, and Last 60 min rows.
Filter Filter icon
Click to specify the filter criteria for filtering the records.
Clear All
Removes the applied filters.
Name
Description
Default
Campaign Name
Displays the name of the active campaign.
Nodes
Displays the node name.
Nodes are configured in the campaign strategy in POM.
Interval
Displays the time period for which the corresponding data is collected.
Total represents the time since when the campaign is running.
You can click Expand Expand icon corresponding to a campaign to view the data for the last 5, 15, 30, and 60 minutes.
For more information about showing and hiding the intervals, see Showing and hiding fields in system dashboard views.
Connects
Displays the number of times the attempts to connect to the contacts were successful.
POM uses the completion code counts to determine the number of successful attempts to connect to the contact.
The completion codes that POM uses vary for each task type.
For calls, POM uses the Answer Human and Call Answered completion codes.
For e-mail tasks, POM uses the Email Sent completion code.
For SMS tasks, POM uses the SMS Delivered completion code.
RPC Rate
Displays the percentage attempts with Right Party Connect (RPC) out of the total attempts to connect to the contacts.
Total Queued Count
Displays the total number of calls queued for the job action during the corresponding interval.
Total Queue Time
Displays the total time for which the calls are in the queue.
Average Queue Time
Displays the average time for which the calls are in the queue.
The average queue time is calculated by dividing the Total Queue Time by the Total Queued Count.
Total Calls Dropped
Displays the total number of calls that are dropped from the queue before the calls are connected to the agent.
Calls Dropped (%)
Displays the percentage of calls that are dropped before connecting to the agent.
The dropped call percentage is calculated on the basis of the Total Calls Dropped as compared to the total number of calls that are successfully connected to the agent.
Contact Performance
Attempts
Displays the total number of contact attempts for the job action during the corresponding interval.
Nuisance
Displays the total count of nuisance calls for the job action during the corresponding interval.
Completion Summary
RPC
Displays the total number of records where the completion code with the Right Party Connect flag is set.
Success
Displays the total number of records where the completion code with the Success flag is set.
Closure
Displays the total number of records where the completion code with the Closure flag is set.
Agent Performance
Avg. Talk
Displays the average talk time of agents during the corresponding interval.
Avg. Idle Time
Displays the average idle time of the agents during the corresponding interval.
Avg. ACW
Displays the average wrap time of agents during the corresponding interval.
Idle (%)
Displays the percentage of time the agents are idle during the corresponding interval.
Aux (%)
The percentage of in-job break time of the agents during the corresponding interval.
Callbacks
Scheduled Callback
Displays the total number of scheduled callbacks for the job action during the corresponding interval.
Completed Callback
Displays the total number of completed callbacks for the job action during the corresponding interval.