Dashboard¶

The campaign dashboard allows campaign managers to track the progress and other essential metrics related to campaigns.

To access dashboards, go to Contact Center AI > Campaigns > Dashboard.

The following details related to campaigns are displayed on the dashboard:

Campaign name - Name of the campaign. For example: Campaign 1.
Campaign type - Agentless (Voice campaigns only)
Progress - Progress of the campaign. For example: 3 of 10.
Status - Ready, Active, Paused, Rerun, or Completed.
Campaign Start Date and Time - Date and Time when the campaign started. For example: Started on Sep 29^th, 2023 11:03 am

Clicking any campaign displays detailed information related to the selected campaign.

Campaign Name: Agentless

This section displays the following information:

Progress - Progress of the campaign.
Connected Calls - Count and percentage of connected calls.
Unconnected Calls - Count and percentage of unconnected calls, including calls that go into the retry state.
Avg. Call Duration - Average Duration of all the connected calls in the campaign.

This section displays the following information:

Outbound Dialer System Disposition - The following dispositions are assigned by the dialer system:

Connected: If the call is answered, a human voice or voicemail is detected.
No Answer: No answer after a full ring.
Busy: If the dialed number is busy.
Failed: If the call was dialed but not connected or couldn’t be dialed as the number is invalid.
Canceled: If the customer canceled the call.
Completed: If the call is answered, then the agent disconnects it, and a disposition is included.
Agent Disposition (Top 5)- Top 5 dispositions selected by agents.

Hovering over the dispositions shows their counts.

Campaign Name: Up-sell of Feature

This section displays the following information:

Progress - Progress of the campaign.
Messages Delivered - Total count of messages delivered in the campaign.
Delivery Rate - The percentage of SMS sent and received by recipients (SMS received/SMS sent X 100).

This section displays the total count of messages delivered. You can select from the following options:

Hovering over the hours/days shows the count of messages delivered and the delivery rate.