Campaign Monitoring
In this guide, you'll learn how to monitor a campaign in detail and understand the available metrics to make informed decisions.
How to monitor a campaign?
To monitor a campaign, go to the Analytics menu, then to the Campaigns screen, and click on the campaign you want to monitor. A new tab will open with the campaign dashboard, where you'll find relevant information and metrics.
What does each panel mean?
Below we explain each of the panels available on the dashboard.
Remember that if you used any filters, the dashboard data will be filtered based on what you selected.
Interactions
This chart shows a summary of the campaign's interactions.
- Total: total number of interactions for the campaign, including outbound, completed, queued, and abandoned.
- Answered: number of inbound interactions that were answered by a user or a bot.
- Outbound: number of interactions that were initiated by users or by an Outbound Hub.
Abandoned interactions
This panel shows information related to abandoned interactions.
- Abandoned: number of inbound interactions abandoned by customers while waiting to be answered.
- Abandon rate: percentage of inbound interactions that were abandoned in the queue by customers.
Average times
This panel shows information related to interaction times.
- Wait time: average time customers waited in queue to be answered by a user.
- Outbound: average duration of outbound Telephony interactions.
- Inbound: average duration of inbound Telephony interactions.
Service level
This panel shows the percentage of interactions answered within the target time defined in the campaign.
- Service level: percentage of interactions that were answered within the configured time.
- Service level with abandon: percentage of interactions answered or abandoned by customers within the configured time, over the total of answered and abandoned interactions. Interactions abandoned within the time limit count in favor and those abandoned after the time limit count against.
Users
In this chart, you can observe the distribution of users by their current state (available, busy, disconnected, on lunch, etc.).
In addition to the default states, custom states that have been created will also appear, both globally and campaign-specific.
Dispositions
In this panel, you can view a chart with the disposition details.
Disposition summary
- Completed dispositions: indicates the number of interactions that have been dispositioned.
- Pending dispositions: indicates the number of interactions that are still pending disposition.
Disposition details
By clicking the button in the upper right corner, you can access a detailed view showing the frequency of use of each disposition and a chart with the different levels. This will help you identify customer contact reasons.
Campaign members
In this table, you can see information about the users who are members of the campaign.
- Channels/Active: shows the channels configured and enabled in the campaign. Only those channels the user has permissions for will appear enabled. If the user has parked calls, a Parked call icon with the count appears next to the Telephony icon. If the user is on an internal call, the Telephony icon shows a badge that, on hover, reads In internal call with followed by the other user.
- Username: shows the name, username, profile picture, and current state of the user.
- Pending dispositions: number of completed interactions that have not yet been dispositioned by the user.
- Last state: time elapsed since the last state change.
- Last interaction: time elapsed since the user handled their last interaction.
- Completed: total interactions completed by the user in this campaign.
- Actions: allows you to perform different actions on the user. See the actions on users section for more information.
Queued interactions
In this panel, you'll find details about interactions waiting to be answered.
Summary
- Queued interactions: number of interactions in the queue.
- Maximum wait time: maximum time customers have been in the queue waiting to be answered by a user.
Detail by channel
By clicking the button in the upper right corner, you can access the details of queued interactions by channel.
This table shows all interactions waiting to be answered by a user. For each one, the channel, queue time, and client identifier are displayed.
- Telephony, SMS, and WhatsApp: customer's phone number.
- Email and WebChat: customer's email address.
- Instagram: customer's username.
- Messenger: customer's name.
Quality models
In this panel, you can see information related to the campaign's quality evaluations.
- Evaluations: total number of evaluations performed. Each evaluation corresponds to the review of a segment of an interaction, which is why one interaction can contribute multiple evaluations.
- Average rating: average score on a scale of 0 to 100, calculated over all evaluated segments. This average includes evaluations with invalidations.
Remember that if an evaluation is invalidated, it will add 0 points to the average, so it's normal for the overall average to drop.
Evaluation details
You can click on the panel to access the details of evaluated interactions.
For each evaluation you can view:
- Evaluation date: date when the evaluation was performed.
- Segment date: start date of the interaction segment that was evaluated.
- Model: quality model used to perform the evaluation.
- Evaluated: user, bot, or IVR that was evaluated in the interaction. Bot and IVR segments are identified with a bot icon instead of a profile picture.
- Evaluator: user who performed the evaluation.
- Result: score obtained in the evaluation, on a scale of 0 to 100.
- View details: allows you to access the full evaluation detail with the breakdown of each category along with the score and comments.
Available filters:
Within this modal, you can use different filters. Below we show each one.
- Quality model: select the model with which the evaluations were performed.
- Evaluated: filter by the user, bot, or IVR that was evaluated. Bot and IVR options appear in the list identified with a bot icon.
- Evaluator: filter by the user who performed the evaluation.
- Score range: adjust the score range to show only evaluations within that interval.
The filters you apply on the dashboard will also affect the quality results. Additionally, evaluations are shown by the segment start date, not by the date they were performed.
Customer Feedback
In this panel, you can see information related to the responses of the campaign's Customer Feedback surveys.
- Rated: percentage of rated responses over the total responses received in the campaign. A response is rated when it answers a Range or Menu options question, whose values or options are marked as positive or negative; answers to an Open question count in the total but are not rated.
- Positives: percentage of positive responses, calculated over the rated responses (positive + negative).
- Negatives: percentage of negative responses, calculated the same way.
The responses from all the campaign's channels are added up. Rated divides the positive + negative responses by the total number of responses; Positives and Negatives divide the positive (or negative) responses by the positive + negative ones. A percentage is not calculated per channel and then averaged.
Example: if the campaign received 10 responses, of which 6 were positive, 2 negative and 2 answers to open questions:
- Rated: 80% (8 rated responses out of 10 in total).
- Positives: 75% (6 positive out of 8 rated).
- Negatives: 25% (2 negative out of 8 rated).
Customer feedback details
Clicking the button in the top-right corner of the panel opens a menu with two detail views: Interactions details and Results by channel.
Interactions details
The evaluations corresponding to each interaction are listed, sorted by evaluation date (ascending). You can search the records with the Search field and export them with the Export button.
For each record you can view:
- Evaluation date: date the customer answered the survey.
- Client: identifier of the customer who answered.
- Model: survey model used.
- Channel: channel of the interaction.
- Positives: percentage of positive responses, calculated over the rated responses (positive + negative) of that evaluation.
- Negatives: percentage of negative responses, calculated the same way.
- Number of responses: total number of responses for that evaluation.
- Detail: clicking the button in this column opens the interaction in a new browser tab, with the Customer feedback side panel open and the full evaluation. You can check the details of that panel in the Customer Feedback Visualization in Interactions guide.
This same view of evaluations by interaction can also be opened manually from the Interactions module, without going through the campaign dashboard first.
Results by channel
A summary grouped by channel is shown, which you can export with the Export button.
For each channel you can view:
- Channel: channel this row corresponds to.
- Model: survey model used in that channel.
- Responses: total number of responses.
- Positive responses: percentage of responses marked as positive.
- Negative responses: percentage of responses marked as negative.
- View details: access the breakdown of results by question for the model applied in that channel.
If you used different Customer Feedback Models in the same channel over time, you'll see one row for each channel + model combination (for example, two different models used in Messenger at different times appear as two separate rows).
Question detail
When viewing the details of a channel, you access a complete summary of the model applied there, with a breakdown by question.
- Number of questions: total number of questions the model has.
- Number of responses: sum of all responses received for the model.
- Below, the list of questions, collapsed by default.
When you expand a question, you'll see its answer options, with:
- The number of responses each option received.
- The percentage that option represents over the total responses for that question.
- The total number of responses received for that question.
Each answer option is shown in green or red, depending on whether it was marked as positive or negative when the model was created.
How to customize the dashboard?
You can customize the dashboard view using filters to display only the information you need.
How to filter?
To filter, click the button located in the bottom-right corner. The available filters will appear. We explain each one below.
Available filters
Refresh: select how often the dashboard information will be updated. It can be every 5 seconds, 30 seconds, or 1 minute. Additionally, you can update the dashboard right away by clicking the refresh icon. This field only appears if the Today option is selected in the period filter.
Period: select the time range to display information. By default, today's information is displayed, but you can also view statistics for the week, month, or select a custom date range.
- Today: displays information for the day.
- This week: displays accumulated information from Monday to the current day of the week. For example, if today is Wednesday, data from Monday to Wednesday will be included.
- This month: displays information for the current month. For example, if today is December 16, accumulated information from December 1 to 16 will be displayed.
- Custom period: if you want to view statistics for a specific date period, you can use this option and select the date range you need on the calendar. The selectable period is limited to the maximum configured in system settings (31 days by default). As you select dates, days that would exceed the limit are automatically disabled in the picker.
Channels: select the channels you want to view information from on the dashboard. By default, information from all channels is displayed.
Users: select the users you want to display in the campaign members list.
State: select the user states you want to display (Available, Lunch, WrapUp, etc.).
Active interactions: select channels to show only users who have active interactions in at least one of those channels.
How to apply changes?
Remember that for the filters to be applied, you must click the Apply button. If you want to view the dashboard with the default information, you can click the Reset button.
Actions on users
From the campaign members table, you can perform the following actions on each user. Some actions only appear under certain conditions, indicated in each case. You can also open the Monitor panel by clicking the user's name in the table.
Info: access the user's dashboard with detailed information about their performance, number of interactions by channel, break details, and charts.
Monitor: opens a panel with a real-time view of the agent's session. Monitor is available for both connected and disconnected users, but not on your own user. To open it, click the eye icon in the actions column or click the user's name in the table.
Agent information and active interactions
Agent details: name, username, and phone number.
Active interactions: all interactions the agent is currently handling. Each interaction shows a live timer indicating how long the user has been handling it. Click the options icon on any interaction to open a menu with the following actions:
- Transfer to user / Transfer to campaign / Transfer to external: transfer the interaction to another user, to another campaign or to an external number. Transfer to external is only available for Telephony interactions. The available destinations are the same ones available in the agent inbox. While the transfer is in progress, these options are no longer shown and a Transferring indicator appears.
- Hangup: end the interaction. Only available for Telephony interactions. A confirmation dialog appears; select Yes to confirm or No to cancel.
While you are monitoring, the rest of the interaction actions (dispositions, opening forms, etc.) are not available.
Keep in mind that if the interaction timeout is set too low, interactions may disappear quickly after the agent disconnects.
Telephony controls
The following controls appear in the upper area of the Monitor panel for telephony interactions:
Call in progress: when the agent has an active call, their status shows Call in progress along with the call duration, both in the call view and in the interaction list on the left.
Call user: places an internal call to the agent. The button is located in the top-right corner of the Monitor panel and is disabled if the agent is already on another call. While you are on a call with the agent, the button changes to End call with user.
Monitor screen: if Allow screen monitoring is enabled in uContact settings, this button appears next to Call user and lets you view the agent's screen in real-time. If the option is not enabled, the button does not appear. For this to work, the agent must share their screen: when agents log in, a browser popup asks them which screen or tab to share, and they should select the uContact tab. If the screen appears black, the agent has not shared it; click the button again to resend the share request to the agent's browser.
Listen / Whisper / Barge in: join the agent's active call, identified as Supervisor, with different levels of participation:
- Listen: hear the conversation between the agent and the customer without intervening.
- Whisper: hear the conversation and speak only with the agent, without the customer hearing you.
- Barge in: join the call and speak directly with both the agent and the customer.
Only one supervisor at a time can join an agent's call: if another one already has, the message This agent is already being monitored by another supervisor. appears. You can switch between these three modes at any time while you are on the call. Clicking the active mode again (the button changes to Stop listening/whispering/barging in) disconnects you from the call without affecting the interaction between the agent and the customer.
Supervisor traceability
Transfers and hangups performed from the Monitor panel are recorded in the interaction timeline and in About contact. The records follow this format:
- Transfer: Transfer by supervisor followed by the supervisor's name.
- Hangup: Hangup by supervisor followed by the supervisor's name.
If the agent disconnects while being monitored, the panel reflects their updated status and any remaining interactions remain visible and manageable.
Pause: allows the Supervisor to pause the user, changing their state to Paused by supervisor. It only appears if the user is Available.
Unpause: appears when the user is in the Paused by supervisor state and lets you return them to their previous state.
Chat: creates an internal chat between the supervisor and the user. The message will reach the user through the Inbox. It only appears if you are connected to the Inbox, and not on your own user.
Logout: allows you to end the user's session directly. It does not appear for disconnected users.