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Using Avaya Proactive Outreach Manager Supervisor Dashboard
Table of Contents
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Automated Voice Task tab field descriptions
Last Updated : Aug 05, 2022 |
Prolog information
Metadata
Keywords:
Note:
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The node name is dynamic and depends on what is specified in the campaign strategy in POM.The fields that are available for a skill-based node depend on the pacing parameter of the skill-based node.
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In the campaign strategy, you can assign Pace type as None, Custom, TimeBased, or SkillBased depending on the campaign type.
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Name or Button
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Description
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|---|---|
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<Node name>
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Displays the name of the task node.
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Completion Code Trend
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Click to view the completion code trend chart for the task node.
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Call None
The following fields are available for a call with pacing type None node:
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Name
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Description
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|---|---|
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
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Nuisance
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Displays the total number of calls marked as nuisance.
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Maximum Ports
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Displays the maximum ports used in the campaign job.
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Minimum Ports
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Displays the minimum ports used in the campaign job.
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In Use Ports
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Displays the number of outbound ports that are currently being used by the campaign to dial the contacts.
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Callback Scheduled
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Displays the total number of callbacks scheduled for the job action.
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Callback Completed
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Displays the total number of callbacks completed for the job action.
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Pace Type
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None.
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Call Custom
The following fields are available for a call with pacing type Custom node:
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Name
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Description
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|---|---|
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
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Nuisance
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Displays the total number of calls marked as nuisance.
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Maximum Ports
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Displays the maximum ports used in the campaign job.
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Minimum Ports
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Displays the minimum ports used in the campaign job.
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In Use Ports
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Displays the number of outbound ports that are currently being used by the campaign to dial the contacts.
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Callback Scheduled
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Displays the total number of callbacks scheduled for the job action.
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Callback Completed
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Displays the total number of callbacks completed for the job action.
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Pace Type
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Custom.
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Call skillbased with pacing parameter Queue Length
The following fields are available for a skillbased with pacing parameter Queue Length node:
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Name
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Description
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|---|---|
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
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Nuisance
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Displays the total number of calls marked as nuisance.
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Maximum Ports
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Displays the maximum ports used in the campaign job.
|
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Minimum Ports
|
Displays the minimum ports used in the campaign job.
|
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In Use Ports
|
Displays the number of outbound ports that are currently being used by the campaign to dial the contacts.
|
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Callback Scheduled
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Displays the total number of callbacks scheduled for the job action.
|
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Callback Completed
|
Displays the total number of callbacks completed for the job action.
|
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Pace Type
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Skillbased.
|
|
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 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
|
Displays the maximum pace value with which the campaign can run.
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Inbound Skill
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Displays the inbound skill you chose to monitor for the campaign.
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Queue Length
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The desired value of the number of calls in the wait queue for the inbound skill specified in the campaign strategy.
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Call skillbased with pacing parameter Estimated Wait Time
The following fields are available for a skillbased with pacing parameter Estimated Wait Time node:
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Name
|
Description
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|---|---|
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Number of Attempts
|
Displays the total number of attempts POM makes to contact the records.
|
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Nuisance
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Displays the total number of calls marked as nuisance.
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|
Maximum Ports
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Displays the maximum ports used in the campaign job.
|
|
Minimum Ports
|
Displays the minimum ports used in the campaign job.
|
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In Use Ports
|
Displays the number of outbound ports that are currently being used by the campaign to dial the contacts.
|
|
Callback Scheduled
|
Displays the total number of callbacks scheduled for the job action.
|
|
Callback Completed
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Displays the total number of callbacks completed for the job action.
|
|
Pace Type
|
Skillbased.
|
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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 POM can process in a pace interval.
The maximum pace value and initial pace value are configured in the campaign strategy in POM.
|
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Max Pace
|
Displays the maximum pace value with which the campaign can run.
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Inbound Skill
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Displays the inbound skill you chose to monitor for the campaign.
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EWT High
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Displays the expected wait time for which the call waits in the queue before the call is answered.
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Call skillbased with pacing parameter Service Level
The following fields are available for a skillbased with pacing parameter Service Level node:
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Name
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Description
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|---|---|
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
|
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Nuisance
|
Displays the total number of calls marked as nuisance.
|
|
Maximum Ports
|
Displays the maximum ports used in the campaign job.
|
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Minimum Ports
|
Displays the minimum ports used in the campaign job.
|
|
In Use Ports
|
Displays the number of outbound ports that are currently being used by the campaign to dial the contacts.
|
|
Callback Scheduled
|
Displays the total number of callbacks scheduled for the job action.
|
|
Callback Completed
|
Displays the total number of callbacks completed for the job action.
|
|
Pace Type
|
Skillbased.
|
|
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 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
|
Displays the maximum pace value with which the campaign can run.
|
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Inbound Skill
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Displays the inbound skill you chose to monitor for the campaign.
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Service Level (%)
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Displays the percentage of calls answered within the specified time from the inbound queue.
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Call skillbased with pacing parameter Average Speed of Answer (ASA)
The following fields are available for a skillbased with pacing parameter Average Speed node:
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Name
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Description
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|---|---|
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Number of Attempts
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Displays the total number of attempts POM makes to contact the records.
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Nuisance
|
Displays the total number of calls marked as nuisance.
|
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Maximum Ports
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Displays the maximum ports used in the campaign job.
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|
Minimum Ports
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Displays the minimum ports used in the campaign job.
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In Use Ports
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Displays the number of outbound ports that are currently being used by the campaign to dial the contacts.
|
|
Callback Scheduled
|
Displays the total number of callbacks scheduled for the job action.
|
|
Callback Completed
|
Displays the total number of callbacks completed for the job action.
|
|
Pace Type
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Skillbased.
|
|
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 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
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Displays the maximum pace value with which the campaign can run.
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Inbound Skill
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Displays the inbound skill you chose to monitor for the campaign.
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ASA
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Displays the average time in which the agents answer the calls.
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Call Timebased
The following fields are available for a timebased node:
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Name
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Description
|
|---|---|
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Number of Attempts
|
Displays the total number of attempts POM makes to contact the records.
|
|
Nuisance
|
Displays the total number of calls marked as nuisance.
|
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Maximum Ports
|
Displays the maximum ports used in the campaign job.
|
|
Minimum Ports
|
Displays the minimum ports used in the campaign job.
|
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In Use Ports
|
Displays the number of outbound ports that are currently being used by the campaign to dial the contacts.
|
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Callback Scheduled
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Displays the total number of callbacks scheduled for the job action.
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Callback Completed
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Displays the total number of callbacks completed for the job action.
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Pace Type
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Timebased.
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Rate
|
Displays the pacing rate at which time-based campaigns are run.
For a normal campaign, the pacing rate is displayed as none.
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