It is really important for supervisors to see the performance of each campaign in real time. This allows them to take timely actions to improve various aspects such as SLAs and more. In uContact, you can easily supervise campaigns.

How to Monitor Campaigns

In uContact, you can monitor the status and performance of your campaigns easily to make informed decisions to improve customer service.

1. Go to the Supervision menu and access the Campaigns module.
2. Here you will see a dashboard with a list of all campaigns and some basic metrics such as the number of logged-in agents, the number of interactions in queue, service level, and more. You can also customize this dashboard to see only the information and metrics you want using filters.

How to Filter

To filter, press the button located in the bottom right corner. The parameters that can be filtered will be displayed here, as detailed below.

Refresh

This parameter indicates how often the dashboard information will be updated. For example: 5 seconds, 1 minute, 15 minutes, 1 hour, among others. Additionally, you can refresh the dashboard by pressing the refresh icon.

From

This parameter indicates the time range to be used to display the information. For example, you can show information for the day, the week, the month, or a custom date range.

Campaigns

In this parameter, you must select the campaigns you want to view on the dashboard. You can select all campaigns by choosing the "Select All" option.

Metrics

In this parameter, you can select the metrics you want to view on the dashboard. You can select all metrics by choosing the "Select All" option.

Once you apply the filters you want, simply close the pop-up, and the dashboard will update with the configured information and metrics.

How to Supervise a Campaign

As we saw earlier, in uContact you can monitor all campaigns in a single dashboard. But what if you need to monitor a specific campaign? You can do it with uContact!

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 will find highly relevant information and metrics such as Service Level, agent status, interactions in queue, and 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 details the different average times of various metrics. Below we explain each one.

• Average Outbound Interactions:
• Waiting Time: This chart shows the average time customers wait in the queue to be attended to.
• Attention Time: This chart indicates the average attention time for interactions. Attention time is measured from when the agent takes or is assigned the interaction until it ends.
• Average Inbound Interactions:

Abandonment Rate

This chart indicates the abandonment rate of interactions, meaning the percentage of interactions that were abandoned before being attended to by an agent. This chart only considers telephony interactions.

Service Level

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

• Service Level is a goal defined in the campaign settings to attend interactions before a certain amount of time in seconds. This chart evaluates the level of compliance, showing how many interactions were effectively attended before that time and how many were not.
• On the other hand, Service Level 2

Agents

This chart shows the distribution of agents by status, such as available, disconnected, on lunch, in the bathroom, and more.

Typifications

This chart shows the distribution of interaction typifications, indicating the percentage and number of interactions for each typification level. It can be useful to know the main tasks agents are handling, such as sales, inquiries, complaints, and more.

Agent Status

This table includes metrics related to each agent. Below we explain what each one means.

• Channels/Active: All channels configured in the campaign will be listed here, and only the channels to which the agent belongs will be enabled.
• Username: The agent's name, username, and status will appear here.
• Last Interaction:
• Completed: The number of interactions the agent has completed for this campaign will appear here.
• Actions:

Interactions in Queue

This table lists all interactions in the queue for this campaign, meaning all interactions waiting to be connected to an agent. Each one indicates the channel of the interaction, how long it has been in the queue, and the client ID, which may vary depending on the channel.

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

How to Filter

To filter, press the button located in the bottom right corner. The parameters that can be filtered will be displayed here, as detailed below.

Refresh

This parameter indicates how often the dashboard information will be updated. For example: 5 seconds, 1 minute, 15 minutes, 1 hour, among others. Additionally, you can refresh the dashboard by pressing the refresh icon.

From

This parameter indicates the time range to be used to display the information. For example, you can show information for the day, the week, the month, or a custom date range.

Global Filters

Here you can select the channels you want to view on the dashboard. For example, if you want to view interactions from all channels or only specific ones.

Agent Filters

Here you can apply filters related to agents, their statuses, and their active interactions.

Username

In this parameter, you can select the agents you want to view on the dashboard. Metrics and charts will not be affected by this change. You can select all users by choosing the "Select All" option.

Status

In this parameter, you can select the statuses you want to view on the dashboard. For example, if you only want to view agents who are Available, on Lunch, or in WrapUp. You can select all users by choosing the "Select All" option.

Active

In this parameter, you can select the channels you want, and only agents with active interactions in at least one of the selected channels will appear in the agent list.

Actions

• Info: This function allows you to view the Agent Dashboard, where you will find key information about the agent's performance during the day, such as the number of interactions per channel, break details, charts, and more.
• Spy: This feature allows you to spy on the agent's screen in real time to see what they are doing. To use it, the agent must accept the browser permissions to share their screen. Only the uContact tab can be viewed; if the agent changes tabs, it cannot be viewed.
• Pause: This feature allows you to pause the agent.
• Chat: This feature allows you to create a chat between the agent and the supervisor if the supervisor needs to quickly inform the agent of something. The agent will receive this message in the Inbox and can reply from there.
• Log Out: This feature allows you to directly log out the user.