Campaign Monitoring

With this guide, you'll learn how to monitor campaign performance in real-time to evaluate their success through various metrics and make informed decisions that positively impact customer service. Let's get started!

How to view campaign statistics?

With uContact, you can oversee campaigns and monitor key metrics. Here's how you can do it!

1. Go to the Monitoring menu and access the Campaigns module. Here, you'll find a list of campaigns along with their respective metrics.

Additionally, you can view the details of a specific campaign. To do this, simply click on the campaign, and a dashboard with all the relevant information will open.

How to customize the dashboard?

You can customize the dashboard view using filters to display only the information and metrics you need.

How to filter?

To apply filters, click the button located in the bottom-right corner. A menu will appear with the parameters you can filter by, detailed below.

Refresh rate

Here, you can select how frequently the dashboard data should refresh. Options include every 5 seconds, 1 minute, 15 minutes, 1 hour, and more. You can also manually refresh the dashboard by clicking the refresh icon.

Date Range

Here, you can select the time range for the data displayed. By default, the dashboard shows today's data, but you can also view weekly, monthly, or custom date ranges.

Examples

• Today: Displays data for the current day.
• This Week: Shows cumulative data from Monday to the current day of the week. For instance, if today is Wednesday, it includes data from Monday to Wednesday.
• This Month: Displays data for the current month. For example, if today is December 16, it shows data from December 1 to December 16.
• Custom Date: If you need to view data for a specific date range, use this option to select the desired range from the calendar.

Campaigns

Here, you can select the campaigns you want to display on the dashboard. By default, all campaigns are shown.

Metrics

Here, you can choose the metrics you want to display on the dashboard. By default, only some metrics are shown, but you can adjust the selection as needed.

You can refer to the following guide for details on each metric.

How to apply changes?

To apply the selected filters, click the Apply button. If you want to reset the dashboard to its default view, click the Clear button.

How to monitor a campaign?

As previously mentioned, uContact allows you to monitor all campaigns collectively on a single dashboard. But what if you need to monitor a specific campaign? With uContact, you can do that too!

1. Within the Campaigns module, simply click on the campaign you want to monitor.

2. A new tab will open with the campaign dashboard, where you'll find crucial information and metrics such as the Service Level, agent status, queued interactions, and much more!

What Does Each Chart Mean?

To measure results and make decisions, it's essential to understand each chart. Here's an explanation of each:

Average times

This chart displays average times for various metrics. Here's a breakdown:

• Average Outbound Interactions: Shows the average duration of outbound interactions.
• Wait Time: Displays the average time customers spend in the queue before being attended to.
• Handle Time: Indicates the average time agents spend handling interactions, measured from when the interaction is assigned until it ends.
• Average Inbound Interactions: Shows the average duration of inbound interactions.

Abandon Rate

This chart shows the percentage of abandoned interactions, i.e., the proportion of interactions that were disconnected before being attended to by an agent. This chart applies only to telephony interactions.

Service Level

This chart displays Service Level 1 and Service Level 2. But what is a service level?

• Service Level is a goal defined during campaign setup to handle interactions within a specific time frame (in seconds). This chart evaluates how well this goal is met—how many interactions were attended to within the set time and how many were not.
• Additionally, Service Level 2...

Agents

This chart shows the distribution of agents by status, such as Available, Disconnected, On Lunch, On Break, and more.

Dispositions

This chart shows the distribution of interaction dispositions, detailing the percentage and number of interactions assigned to each disposition type. This is useful for identifying the most common agent activities, such as sales, inquiries, complaints, etc.

Agent Status

This table provides metrics for each agent. Here's what each column means:

• Channels/Active: Lists all channels configured for the campaign, highlighting those assigned to the agent.
• Username: Displays the agent's name, username, and status.
• Last Interaction: ...
• Completed: Shows the total number of interactions completed by the agent for this campaign.
• Actions: ...

Queued Interactions

This table lists all queued interactions for the campaign, including the channel, wait time, and client ID, which varies by channel:

• For Telephony, SMS, and WhatsApp, the customer's phone number is shown.
• For Email and WebChat, the customer's email address is displayed.
• For Instagram, the customer's username is shown.
• For Messenger, the customer's name is displayed.

How to Filter?

Click the button in the bottom-right corner to open the filter menu. The following parameters can be filtered:

Refresh Rate

Specifies how frequently the dashboard data should refresh, e.g., every 5 seconds, 1 minute, 15 minutes, 1 hour, etc. You can also refresh manually by clicking the refresh icon.

Date Range

Allows you to set the time range for displayed data (e.g., today, this week, this month, or a custom date range).

Global Filters

Choose which channels to display on the dashboard—for example, show data for all channels or only selected ones.

Agent Filters

Apply filters related to agents, their statuses, and active interactions.

Username

Select which agents to display on the dashboard. The metrics and charts will not be affected by this change. Use the "Select All" option to choose all users.

Status

Choose which agent statuses to display on the dashboard—for example, Available, On Lunch, WrapUp, etc. Use the "Select All" option to include all statuses.

Active Interactions

Select specific channels to display only agents with active interactions on those channels.

Actions

• Info: View the Agent Dashboard, which includes key performance details such as interactions by channel, break times, charts, and more.
• Spy: Monitor the agent's screen in real-time. The agent must grant browser permissions to share their screen. Only the uContact tab will be visible.
• Pause: Place the agent on a break.
• Chat: Start a chat between the agent and supervisor for quick communication. The agent will receive the message in their Inbox and can reply from there.
• Log Out: Forcefully log the agent out of the system.