Agent Section
On the dashboard, the Agent Section tells you the dialing stats such DROP %, Agents logged in Agents in calls, Agents waiting, Paused agents, Agents in hung-up calls, Agents in dispo, Current active calls, Calls ringing, Calls waiting for agents and Calls in IVR.
The agent section shows how long an agent has been in a state of PAUSED, WAITING or IN a CALL. The states are color coded and show the color darker the longer they are in that state. It also shows each agent’s number of CALLS they have taken for the day. A SALE is incremented when they press a specific disposition.
There is a LIVE INBOUND CALLS WAITING section to show all calls waiting in an inbound queue. The agent IN-GROUP displays if a current call was from an inbound group.
If you’re on Google Chrome you can select ENABLE MONITOR in upper left to LISTEN to an agent live or select WHISPER to coach your agent by talking to them while your customer won’t hear you coaching.
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CHANGE CAMPAIGN allows the admin to select the CHANGE check box for multiple agents and automatically move agents from one campaign to another.
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Select the link on the AGENT column to get all the information about that agent for the day detailing agent login and logout, call details and playback their call recordings
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Campaign Section
Active Y/N – Activate and Deactivate a campaign. Note if your campaign is Active, it will not dial any leads until at least one list is active and an agent is logged in and sets the agent interface to ACTIVE mode. It is suggested to leave at least 1 campaign active at all times to prevent confusing agent login errors.
List Section
Active Y/N – Activate and deactivate one or more lists per campaign. Lists status can be changed at any time while agents are logged in.
TOTAL LEADS – Total leads loaded into the list.
NOT CALLED – Total leads available to be called in this list. This is based on the allowed dial statuses set for that campaign. For more details see Reset List below.
DIALABLE – Is the same numbers in NOT CALLED leads but may be limited because of Timezone of the current call time or limitation of a filter enabled for a campaign.
LEADS IN CAMP Q – Is the number of leads from this list that are currently loaded in memory for the campaign to be dialed next.
CAMPAIGN – The campaign the list belongs to.
TOTAL SALES – A flag that is incremented when a disposition is set by an agent showing that lead came from this list.
MODIFY – Shows all the details and options about the list.
RESET LIST Button
Leads in a list only dial 1 time and then stop. When leads are first loaded they are all set to the status “NEW” and a flag is set to NOT CALLED for those records. After they are dialed the first time they will have a disposition set by the system or by the agent and set to CALLED. When select RESET LIST button you will get a popup. At the bottom of the pop you will see STATUS COUNTS FOR ALL ACTIVE LIST IN THIS CAMPAIGN. You will see CALLED and NOT CALLED columns showing the statuses since the last reset. This also gives you an idea of the number of status that are available to be reset. At the top you will see list boxes Call Status and Don’t Call Status. On the left are the only statuses that the dialer will allow to be called again and you having the options to modify this here for all the lists in the campaign. If you press the RESET LISTS button now, the leads will be reset as NOT CALLED. The default statuses to be redialed are NA-No Answer AutoDial, N-no answer, DROP- Agent Not Available, B-Busy, AB-Busy Auto, AA-Answering Machine Auto, A-Answering Machine, New-New Lead.
Warning : Never remove NEW unless you know that no new leads will be dialed. If you make changes to the Call Status list box then also note that this will immediately affect all lists that are running in this campaign.
Reports
Outbound Calling report – reporting on outbound calling stats
Agent Performance Detail – specific to agent
Export Calls Report – ad hoc reporting for all calls dialed in a time period that can be downloaded.
