Outbound campaign details view

AI-generated summary

Genesys Cloud's outbound campaign management system provides comprehensive monitoring and control through the Performance > Outbound Campaigns interface, delivering real-time statistics, detailed interaction tracking, and compliance measurements. The platform uses color-coded indicators—green for active dialing status and completion rates, yellow for stopping phases—to display campaign progress while automatically excluding contacts without callable numbers, those on DNC lists, and records with applied wrap-up mappings or attempt limits. Key monitoring capabilities include connect rates, agent utilization, compliance measurements, and outbound line allocation. The system tracks wrap-up call details in regularly updated graphs categorized as Success, Failure, or Neutral, with data refreshing every 10 seconds. Campaign performance metrics encompass Connect Rate (live voice calls divided by total calls dialed), Idle Agents (available agents not on campaign calls), Effective Idle Agents (idle agents dedicated to the specific campaign), Adjusted Calls/Agent (ratio of target abandon rate to current abandon rate), and Outstanding Calls (in-progress outbound calls without resolution). Compliance metrics include the Compliance Abandon Rate, measuring calls failing to reach agents within configured thresholds, and the True Abandon Rate, representing calls transferred to queue but never reaching agents, typically due to customer disconnection. The Scheduled Calls metric tracks outbound calls queued for dialing, encompassing scheduled recalls across all dialing modes and rule-scheduled callbacks for non-preview modes, excluding manually scheduled agent callbacks. Call counts persist until wrap-up completion, while recalls and scheduled callbacks remain excluded from outstanding call totals until activation. Outbound Lines displays allocated and available lines for campaigns using fixed line counts or explicit weighting, adjusted according to Max Line Utilization settings. Business Categories provide counts mapped to wrap-up codes categorized as Business Success, Business Failure, and Business Neutral outcomes. Users can manage both live and historical interactions through dedicated tabs supporting actions such as monitoring, transferring, wrapping up calls, and canceling scheduled interactions. The Interactions tab enables real-time and historical interaction management with 10-second auto-refresh capability, displaying data from the current day, last seven days, or last 30 days. The Scheduled Interactions tab shows campaign-scheduled callbacks, including recall control attempts and wrap-up rule-scheduled calls for non-preview modes, excluding agent-manually scheduled callbacks. Users can manually pause and resume auto-refresh functionality. Access requires specific role permissions including Outbound Admin access, contact list viewing rights, wrap-up code viewing privileges, analytics conversation aggregate permissions, and scheduled interaction query permissions, with user permissions determining Interactions tab visibility and interaction management capabilities.

PrerequisitesClick to expand

To see statistics and other details for a specific active campaign:

Click Menu > Digital and Telephony > Outbound > Outbound Campaigns.
Select a campaign on the Campaigns dashboard page.

The view shows campaign statistics, wrap-up call details for the last 24 hours or a different configurable time frame, live or historical interactions, and scheduled interactions for that campaign.

Campaign progressClick to expand

The green campaign progress indicator shows the dialing mode and the percentage of contact records with callable numbers completed on the active campaign. Contact records with callable numbers excludes: contacts without a number on a DNC list, wrap-up mapping applied, and attempt limits or rules set.

A yellow progress indicator means that the campaign is stopping. It still has calls in progress, but is not placing any new calls.

Note: For the campaign progress, the numberOfContactsCalled statistic decreases when the time for a recall or rule schedule call is due while the interaction is placed into the campaign’s dialing queue, and it has not yet been processed, which causes the campaign progress indicator to decrease.

Campaign overviewClick to expand

The campaign overview provides useful statistics for contact center managers, updated in real time as the campaign progresses, whenever a value changes.

Campaign statistic	Description
Connect Rate	The total number of calls detected as live voice divided by the total number of calls dialed, expressed as a percentage.
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.
Outstanding Calls	The present number of in-progress outbound calls. This metric is most useful when campaigns stop or start since it indicates the number of calls that are active without resolution. Once a campaign begins processing a record from the contact list, the system includes that record 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 present number of scheduled outbound calls. This metric includes the number of scheduled recalls for all dialing modes as well as the number of rule-scheduled callbacks for non-preview dialing modes. It does not include the number of callbacks manually scheduled by agents.
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.
Outbound Lines	When running campaigns with a fixed number of lines or the explicit weight is configured, Outbound Lines 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 information about Max Line Utilization, see Outbound settings.
Business Categories	The counts for the wrap-up codes that map to Business Success, Business Failure, and Business Neutral categories, for the campaign.

Wrap-up detailsClick to expand

The wrap-up details graph shows the outcome of calling attempts, based on the frequency of agent-assigned wrap-up codes that the campaign used in the selected time period. The wrap-up details graph updates every 10 seconds.

Change the selected time period

Modify the wrap-up details graph to show the frequency of wrap-up codes that the campaign used in a time period other than the default 24 hours.

Click the arrow next to Last 24 hours.
Select a relative time or custom configurable time.
- In the Relative Time tab, select a time from the dropdown list. Examples of relative times are Last 30 Minutes, Last Hour, and Last 4 Hours.
- In the Custom Time tab, select a start and end date, and a start and end time.
Click OK.

Note: If you modify a campaign configuration so that it dials a different contact list, the same wrap-up code might appear multiple times in the wrap-up details graph.

InteractionsClick to expand

The interactions tab shows the live and historical interactions for the campaign, updated every 10 seconds. You can pause and resume the 10-second auto-refresh in both tabs.

Note: If the user does not have permissions to query interactions, Genesys Cloud hides the interactions tab.

Live interactions (default)

Cancel, monitor, transfer, or wrap-up an interaction in the Actions column.

Action	Description
Cancel	Click Terminate interaction.
Monitor	Click Monitor this call. From the dropdown list, select a participant to call.
Transfer	Click Transfer. From the dropdown list, select a user or queue and click Transfer, or click Transfer to Me.
Wrap up	Click Wrap Up.

Historical interactions

To view historical interactions, click View historical interactions.

View interactions for the current day (default), the last seven days, or the last 30 days.

Scheduled interactionsClick to expand

The scheduled interactions tab shows callbacks that were scheduled by the campaign. This includes calls scheduled as part of a recall attempt control. For non-preview dialing modes, it also includes calls scheduled by a wrap-up call rule. Callbacks scheduled by agents do not appear in this dashboard.

This list of scheduled callbacks is updated every 10 seconds, but you can pause and resume the 10-second auto-refresh.

Note: If the user does not have permissions to query scheduled interactions, Genesys Cloud hides the interactions tab.

Cancel a scheduled interaction in the Actions column.

Action	Description
Cancel	Click Terminate interaction.

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Outbound campaign details view

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