Campaigns dashboard

AI-generated summary

Genesys Cloud's Campaigns dashboard provides real-time monitoring of active voice outbound campaigns with comprehensive performance metrics and filtering capabilities. The dashboard displays sortable columns containing campaign-specific data including Campaign Name with status indicators (on, stopping, or completed), Dialing Mode, Connect Rate measured over 10-minute intervals, Compliance and True Abandon Rates, Progress percentage, Idle and Effective Idle Agents, Adjusted Calls/Agent ratios, Outbound Lines allocation, and Outstanding Calls. Users can filter views by Campaign Name, Dialing Mode, and Division, with access controlled through specific permissions for Contact List, Campaign, Wrap-up Code, and Conversation Aggregate viewing. The dashboard tracks campaign performance through wrap-up codes mapped to business outcomes: RPC Failure indicates unsuccessful business goal accomplishment, RPC Neutral tracks Right Party Contacts that are neither failures nor successes, and RPC Success measures successful business goal accomplishment. For running campaigns, these counts reflect codes assigned during execution, while completed campaigns display total wrap-up code counts. Statistics reset when campaigns recycle, except Abandon Rate statistics which persist for the campaign's lifetime. Outstanding Calls are tracked as a key metric reflecting active, unresolved calls until agents or the system complete wrap-up procedures; recalls and scheduled callbacks do not count as outstanding calls until they are due and placement is initiated. Campaign status transitions are monitored with newly completed campaigns displaying alerts that are removed upon acknowledgment or dashboard refresh. Messaging campaigns do not appear on this dashboard. Campaigns are organized by division, with unassigned campaigns defaulting to the Home division. The dashboard is accessed via Menu > Digital and Telephony > Outbound > Outbound Campaigns. Permission errors appear at ten-second polling intervals for users lacking full dashboard access. The platform provides access to related resources including callbacks in campaigns, access control information, and divisions for additional configuration details

PrerequisitesClick to expand

Note: If a user does not have permission to view everything on this dashboard, permission errors appear at ten-second polling intervals.

Monitor connect rates, abandoned calls, and the progress of each running voice campaign. View the mode used to place calls. Observe the number of idle agents, how the abandon rates compare with target rates, the number of calls blocked by Do Not Contact lists, and other important metrics.

The campaigns dashboard is a real-time view of all voice campaigns currently in an active state. The campaign dashboard statistics reflect a current campaign run. If the campaign recycles, the statistics reset, except for the Abandon Rate statistics. Abandon Rate statistics are preserved for the life of the campaign.

Note: Messaging campaigns are not expected to appear on this dashboard.

All columns in this view are sortable. Click a column heading to sort it in ascending order. Click the same heading again to sort items in descending order.

To open this page:

Click Menu > Digital and Telephony > Outbound > Outbound Campaigns.

Columns in the view

You can filter this view by Campaign Name, Dialing Mode, and Division.

Column	Description
Campaign Name	The names of active campaigns: When the dashboard loads, it displays campaigns that are on or stopping. When an administrator turns on a campaign, the system adds it to the dashboard. When an administrator turns off a campaign, it might go into a stopping status before it reaches an off status. It remains on the dashboard until it reaches off. When a campaign completes, the dashboard displays a newly completed alert. When the user acknowledges the alert, the system removes the campaign from the dashboard. If the user refreshes the dashboard, the system automatically removes completed campaigns. Tip: To display details about a specific campaign, click its name to open the Outbound campaign details view.
Dialing Mode	The method used to place outbound calls. See dialing modes.
Connect Rate	The total number of calls detected as live voice divided by the total number of calls dialed, expressed as a percentage. This is based on the previous 10-minute time interval.
Compliance Abandon Rate	The percentage of calls that did not reach the agent within the configured compliance abandon threshold compared to the configurable calls subject to the compliance abandon rate. See Outbound settings. For more information, see Outbound abandoned calls.
True Abandon Rate	The percentage of calls transferred to the queue that never reached an agent, most likely because the customer ended the call. For more information, see Outbound abandoned calls.
Progress	The percentage of contact records with callable numbers dialed for the campaign. Contact records with callable numbers exclude contacts without a number, on a DNC list, wrap-up mapping applied, or attempt limits or rules set.
Idle Agents	The number of available agents who are not currently on campaign calls.
Effective Idle Agents	The portion of idle agents that are dedicated to this campaign.
Adjusted Calls/Agent	The ratio of the target abandon rate setting and the current abandon rate for the campaign.
Outbound Lines	When running campaigns with a fixed number of lines or explicit weight configured, the Outbound Lines column displays the current number of outbound lines allocated to the campaign and the number of lines available for outbound dialing on an Edge group or a Site. The number of available lines is adjusted in accordance with the Max Line Utilization setting. For more information about Max Line Utilization, see Outbound settings.
Outstanding Calls	The present number of in-progress outbound calls. This metric is most useful when campaigns stop or start as it indicates the number of calls that are active without resolution. After a campaign places a call, the system includes it in the outstanding call count. The call remains part of that count until the agent or system has completed the wrap-up. Recalls and scheduled callbacks do not count as outstanding calls until they come due and the campaign places the calls.
Scheduled Calls	The outstanding scheduled callbacks for the campaign. For more information, see Callbacks in campaigns.
Division	This column lists which division a campaign belongs to. If a campaign is not assigned to a custom division, it belongs to the Home division by default. For more information, see About Access Control and Divisions overview.
RPC Failure	The number of failures to accomplish business goals for this campaign. The number is the count of wrap-up codes mapped to the Business Failure category assigned during a running campaign, or the total number of wrap-up codes mapped to the Business Failure category for a completed campaign.
RPC Neutral	The number of wrap-up codes that were mapped to Right Party Contact, but were not identified as a failure or success to accomplish the business goal for this campaign. The number is the count of wrap-up codes mapped to the Business Neutral category assigned during a running campaign, or the total number of wrap-up codes mapped to the Business Neutral category for a completed campaign.
RPC Success	The number of successes to accomplish business goals for this campaign. The number is the count of wrap-up codes mapped to the Business Success category assigned during a running campaign, or the total number of wrap-up codes mapped to the Business Success category for a completed campaign.

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Campaigns dashboard

Columns in the view

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