Voice campaigns view

AI-generated summary

Genesys Cloud provides comprehensive campaign management and monitoring capabilities for outbound dialing operations through an intuitive interface supporting multiple dialing modes including progressive, power, predictive, agentless, preview, and external calling. The platform displays campaign information through sortable and filterable columns including campaign name, contact list, queue, dialing mode, script name, campaign status, contact list filter name, and division name. Real-time campaign health is assessed through color-coded status indicators: green for normal operation, grey for unavailable health information on inactive campaigns, red for waiting conditions due to resource constraints, and orange for configuration or operational alerts. Health states encompass Running Normally, Waiting for Contacts, Waiting for Agents, Waiting for Outbound Lines, Configuration Alert, Operational Alert, and Info status for non-compliance with best practices. The Health View timeline visualization spans up to 30 days and displays campaign lifecycle events including start/stop times, configuration changes, and recycle events. Performance metrics include Calls per Second bar charts showing dialing throughput with average and peak values, Calls per Agent charts for power and predictive campaigns, Compliance Abandon Rate line charts tracking regulatory compliance across auto-dialing modes, and Progress tracking displaying the percentage of contacts dialed. The diagnostics feature provides detailed information across multiple tabs: General (DNC lists, queues, RuleSets, outstanding calls, scheduled calls), Metrics (Contact List, Agents, Outbound Lines data), Health Alerts (Configuration and Operational Alerts), and Info (active information messages). Campaign status management includes toggle controls for running or inactive status, with an error indicator appearing for invalid configurations. The Force Stop option manually clears outstanding interactions and terminates calls with wrap-up code ININ-OUTBOUND-CAMPAIGN-FORCED-OFF while bypassing wrap-up rules; Genesys recommends using this feature with extreme caution. The Recycle function restarts campaign dialing from the first contact, with completed campaigns displaying a green check mark indicator. Skills-based dialing functionality organizes campaign information by skill with associated records and remaining contacts to be dialed. Users require specific permissions including "Outbound > Campaign Diagnostic – View," "Outbound > Campaign Diagnostic Current State – View," and "Outbound > Campaign Diagnostic Efficiency – View" to access campaign health details and additional metrics. Available campaign management procedures include creating, editing, copying, deleting, and starting or pausing campaigns, with customizable view columns and hyperlinked access to campaign properties, contact lists, filters, and scripts.

PrerequisitesClick to expand

You can use the voice campaigns view to observe the dialing progress and the runtime status of complete and incomplete voice campaigns. Also, use this view to monitor Health indicators to assess issues that affect your running voice campaigns, including: Waiting for Agents, Waiting for Contacts, Waiting for Outbound Lines, Operational Alerts, and Configuration Alerts.

To sort this view, click the heading for the Name, Status, or Dialing mode column. The arrow in the heading indicates whether the column sorts in ascending or descending order. You can also filter the list by typing all or part of a name in the Search box.

You can filter this view by entering search text in multiple fields. The available filterable columns include campaign name, contact list, queue, dialing mode, script name, campaign status, contact list filter name, and division name.

Column

Description

Check boxes

Select items for processing by an action, such as copy or delete.

Status

Displays whether each campaign is running or not. Use the toggle to run or pause a campaign. If the campaign is invalid, the status column displays an error indicator instead of the toggle.

Indicates that a campaign is running. When you toggle a campaign off or on, the status updates on other user’s instances of the Campaign Management page.

Diagnostics

The campaign diagnostics button only displays next to running campaigns. For details that can help you diagnose problems on running campaigns, click this button. The campaign diagnostics window for the Voice campaign displays the following tabs.

GeneralClick to expand

MetricsClick to expand

Health AlertsClick to expand

InfoClick to expand

Skills-based dialing

Displays the Skills-Based Dialing Overview window. Three columns display campaign information for skills, associated records, and remaining records. The Skill column displays the skills selected for this campaign. The Associated Records column displays the number of contacts in the campaign that require the skill or skill combination. The Remaining Records column displays the number of records that remain to be dialed. To search for a specific skill, in the Filter skills box, type the name of the skill. For more information about how to diagnose problems with your campaign, see Skills-based dialing.

Off

Indicates that the campaign is inactive or complete. When a campaign restarts, dialing resumes at the next contact. A green check mark in the Dialing Progress column indicates a completed campaign.

Force Stop

After you manually pause a campaign (turn it off), use the Force Stop option to clear all outstanding interactions preventing the campaign from turning off. The Force Stop button appears on the Campaign Diagnostics dialog box when a campaign is paused and an interaction is outstanding. Genesys strongly recommends that you use this feature with extreme caution.

The Force Stop option has the following implications:

Calls that did not complete are logged with the wrap-up code ININ-OUTBOUND-CAMPAIGN-FORCED-OFF, regardless of the outcome of the call. Reports will display the wrap-ups that occur after the Force Stop, but a contact list export will show that new wrap-up code for Force Stop.
All wrap-up rules are ignored for all outstanding calls.
All wrap-up mapping actions are ignored for all outstanding calls.

Before using the Force Stop option, go to the campaign dashboard to transfer or wrap up the outstanding interactions manually.

Invalid

Indicates that the campaign configuration is invalid. Campaigns are invalid if the script service, a queue or other resource is no longer available, or the contact list has an error, for example. This indicator replaces the slider switch since you cannot stop or start an invalid campaign.

Health

Current state

Provides health insights for running Voice campaigns.

Following are the color indications:

Green – Campaign is running as expected.
Grey – Campaign is not running, so health information is unavailable.
Red – Campaign is in Waiting mode due to one or more of the external resources: Waiting for Agents, Waiting for Contacts, or Waiting for Outbound Lines.
Orange – Configuration or Operational Alert.
Red and Orange – Campaign is in Waiting mode and one or more Configuration or Operational Alerts are active.

Hover over a health state to display specific information about the health condition.

Health statesClick to expand

Health indicator	Description
Running normally	The campaign is actively dialing outbound calls or handling preview interactions.
Waiting for Contacts	The campaign is configured as Always Running and the associated Contact List is either empty or has no unprocessed records.
Waiting for Agents	Campaign dialing pace is restricted by the number of agents who are available to take calls for the campaign.
Waiting for Outbound Lines	Campaign dialing pace is restricted by the number of available outbound lines.
Configuration Alert	Configuration of the campaign might be affecting its dialing pace.
Operational Alert	The operational environment of the campaign might be affecting its dialing pace.
Info	Campaign is not following best configuration or operational practices.

Click Diagnose campaign to view details about the health of the running campaign.

Click the health state indicator to open Health View. This view shows the current state of the campaign, and a timeline that visualizes the status of the campaign with the times and incidents that impact campaign performance. To specify the time interval that appears on the timeline, select an option from the Interval list. You can select a time interval of up to 30 days. To minimize the timeline view, click the caret on the upper left.

The top row of the timeline shows the following campaign life cycle events.

When the campaign is turned on or off
Significant configuration changes while the campaign runs
Recycle events

Under the life cycle events, the timeline displays informational messages, alerts, and waiting conditions that affect campaign performance.

Percentage values show how much a condition affects the campaign’s active time within the selected interval, where 100% represents all active time during that period.

The Calls per Second (CPS) bar chart displays the dialing throughput of the campaign during active periods. The chart also includes average and peak CPS values for the selected time interval.

The Calls per Agent bar chart displays the actual number of outbound campaign calls placed per agent in power and predictive campaigns. The chart also includes average and peak values for the selected time interval.

The Compliance Abandon Rate line chart displays the rate of calls counted toward abandon calculations across all auto-dialing modes (progressive, power, predictive, and agentless campaigns). This metric helps organizations monitor and manage abandon rates to remain within regulatory compliance thresholds. The chart also includes average and peak values for the selected time interval.

Use the Health View to identify bottlenecks, understand why a campaign does not reach expected performance levels, and diagnose conditions that limit dialing activity.

Progress

For each running incomplete campaign, a graph depicts the percentage of contacts dialed. The first value is total contacts processed, which includes total contacts dialed and total contacts that are currently in flight to be dialed. The second value is the total number of contacts (not records). The calculation is (current contacts processed/total contacts) x 100.

If you are using a dynamic filtering campaign and there were contacts that were filtered out at the beginning of the campaign that now match the filter, after filter modification or update of contacts, the total number of contacts changes. Contacts that are in the total number of contacts from the beginning of the campaign and are filtered out after filter modification or update of contact are included in the total contacts processed.

Filtered out contacts are counts of contacts that did not match the filter at any point in the time of running the campaign. The counts do not include In Progress, Dialed, or Scheduled contacts. This count only applies to dynamic filtering campaigns.

Recycle

Recycles the campaign, so that dialing starts over starting with the first contact. If you click Recycle for a campaign that is off, the campaign starts at the first record when turned on. If a completed campaign is recycled, the recycle is unnecessary since the campaign starts at the first contact record anyway.

Check mark

A green check mark indicates that the campaign was completed after attempting to dial all contacts in the associated contact list.

Name

The name of each campaign is a hyperlink. When you click it, the campaign properties appear. A text box at the top of this column filters the list to display only campaigns whose names completely or partially match text typed by the user.

Contact List

The name of each contact list is a hyperlink. When you click it, the contact list properties assigned to the campaign appear.

Contact List Filter

The name of each contact list filter is a hyperlink. When you click it, the contact list filter properties assigned to the campaign appear.

Script

The name of the script assigned to a campaign is a hyperlink. When you click it, the script properties appear.

Queue

The name of the queue associated with a campaign. The system matches interactions to available agents on this queue.

Division

Filters the list of campaigns by division. Type all or part of a division name to display campaigns assigned to a division.

Dialing Mode

The method used to place outbound calls.

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