Campaign Operator Overview

As a campaign operator, you can select the Campaigns icon from the sidebar to view real-time metrics and manage the campaigns that are assigned to you.

Campaign operations view

Note that in order to monitor and control a particular campaign, you must have the default Campaign Operator role or a custom role with the privilege Control campaign operations, and you should be assigned as an operator for that campaign.

Metrics

The Campaigns page features separate Voice Campaigns and Messaging Campaigns tabs with campaign-specific metrics for better monitoring. Each tab features several tables of metrics, with similar metrics grouped logically by expandable top-level columns (e.g. Campaign, Outbound Daily, etc.). Hover your cursor over any metric to bring up clarifying tooltips. Click the arrow next to a top-level column header to temporarily display all metrics in that group. To permanently modify the metrics displayed, see How to Customize Metrics Views.

The Campaigns table at the top of the page displays all campaigns assigned to you. Here you can view key campaign metrics, start and stop selected campaigns, change campaign mode and overdial rate, and add and remove campaign teams.

Select a campaign from the Campaigns table to display individual campaign metrics in a separate table below the Campaigns table. For voice campaigns, you can display or hide disposition metrics via pie chart.

Selecting a campaign also loads a Lists table, where you can view metrics for all enabled lists associated with the selected campaign, enable and disable lists, and view the number of remaining records. When multiple lists are enabled, you can also configure the order and ratio at which to dial records from each list.

For general information about real-time metrics, see Understanding Real-Time Metrics.

Alerts

Alerts appear when campaign configuration issues are detected or key agent, campaign, or list metrics exceed predefined thresholds.

If a metric value exceeds its set threshold, it will appear as a different color within its respective table(s). By default, all such metrics alerts appear red. These metrics, thresholds, and color settings can be configured via the Alert Configuration pop-up window.

Configuration and availability alerts take the form of warning symbols in the far left column of the Campaigns and Lists tables. Orange symbols indicate low severity, while red symbols indicate high severity. Hover your cursor over an alert icon to view all active alerts for that campaign or list. Administrators can resolve campaign configuration issues via the Outbound - Diagnostics tab.

Configuration alerts appear on mouseover, while metrics alerts appear as red table values

Note that if a configuration or availability alert is triggered while you are not in the Campaign Operator console, a red (error) or orange (warning) notification dot will appear over the Campaigns icon in the sidebar like so:

Alert Configuration Settings

Alert settings can be configured via pop-up window

To change which metrics trigger alerts, alter alert thresholds, or change color settings:

1. Click the Alerts Configuration button in the top right corner of the page.
2. Configure campaign, agent, and list alerts as desired:
   1. Set the desired threshold value in the Threshold column.
   2. Set the color each metric should appear when the threshold is surpassed in the Alert Colors column.
   3. Press the Reset button that appears to restore the alert configuration in question to system default.
   4. Toggle alerts on and off in the Active column.
3. Optional: Press Set as System Default to override your contact center's campaign alert configuration settings.
4. Press Save to save these as your personal alert configuration settings.< Previous | Next >