Symptom / Need
Contact center supervisors and managers need to visualize and analyze campaign performance through graphs that represent key performance metrics to make informed decisions and optimize contact strategies.

Context / Scenarios
Outbound campaign results can be analyzed graphically to provide a visual representation of performance. These charts help identify patterns, issues, and opportunities for improvement without having to review tabular data alone. This is especially useful for campaigns with large volumes of data.

Answer (Solution/Recommendation)
To analyze campaign results using performance charts, follow these steps:

1. Access the Campaigns section from the main panel.
   Click the tab for displaying campaign graphs.
   
   
2. Select the campaign you want to analyze.
   Use the filters or drop-down menu to choose a specific campaign you want to view metrics for.
   
   
3. Explore the different graphs available:
   
   
   • Contactability Chart:
     Shows the ratio of answered calls to unanswered calls. Helps visualize the percentage of effective contacts and campaign penetration.
   • Results Distribution Graph:
     Breaks down calls into different categories, such as answering machine, busy, no answer, and success.
   • Calls per Time Graph:
     Indicates the volume of calls made in each time interval, allowing you to identify the most productive moments of the day.
   • Call Efficiency Chart:
     It relates the number of attempts made with the responses obtained, highlighting the efficiency of the predictive or progressive marker used.
4. Analyze the key metrics represented in the graphs:
   
   
   • Penetration: Percentage of records successfully contacted out of the total number of records uploaded.
   • Contactability: Proportion of effective calls out of the total number of attempts.
   • Contact times: Allows you to identify the most appropriate time slots to contact customers.
5. Interpret the results to optimize your campaigns:
   Use visual data to adjust dialing speed, improve contact messaging, or identify the need to recycle records. Plus, charts help you justify strategic changes and demonstrate performance to management or clients.
   
   

This functionality allows you to make informed decisions quickly, improve operational efficiency and maximize the return on investment of your campaigns.