Symptom / Need
You want to analyze the performance and status of active campaigns in your contact center to evaluate their effectiveness, monitor progress, and make real-time decisions about operational adjustments.

Context / Scenarios
This feature is ideal for supervisors and administrators who need to have visibility into outbound calling campaigns, SMS campaigns, or email campaigns, and track detailed performance metrics.

Answer (Solution/Recommendation)
The 'Campaigns' tab within 'Campaigns' in the 'Dashboard' in wolkvox Manager offers a centralized view of active campaigns, displaying key metrics and statistics in real-time. Here's how to monitor these campaigns:

1. Viewing the list of active campaigns
   • A table is displayed with the name of each campaign, its current status, and its progress.
   • You can quickly identify which campaigns are running, paused, or stopped.
2. Available main columns and metrics: On the Campaigns tab, a table with different columns is presented that show relevant data about the status and progress of active campaigns. Here we explain the most important fields:
   • Campaign: Displays the name and ID of the active campaign, followed by the current progress percentage.
   • Speed: Indicates the current dialing rate of the campaign, expressed as a percentage.
   • Status: The status of the campaign, which can be stopped, running, paused, etc.
   • Skill: Identifies the skill or queue associated with the campaign.
   • Records: Total records (contacts) uploaded to be marked.
   • Clean: Number of records successfully processed, i.e. no longer pending.
   • Answer: Number of calls answered.
   • No answer: Number of calls in which there was no answer.
   • Busy/Congested: Total number of calls where the line was busy or congested.
   • Answer Machine: Total number of calls directed to an answering machine.
   • Penetration day: Percentage (during the day) of records successfully contacted out of the total records uploaded.
   • Penetration now: Current percentage of records successfully contacted out of the total records uploaded.
   • Hits: This is the number of positive codes that the campaign has (sales, effective collections, scheduled appointments, among others). The activity codes marked as hits depend on the configuration established for them.
   • Calls x Min: Dialing speed in terms of attempts per minute.
   • Recycled: Number of records that have been recycled for additional attempts.
3. Performance chart by campaign (if enabled)
   This chart allows you to visualize trends and patterns of success or failure in real time, facilitating decision making on marking strategies or filtering criteria.
4. Management options
   From this tab, you can also:
   • Pause or resume campaigns as needed.
   • Adjust campaign settings , such as contact recycling criteria or number of attempts allowed.
5. Filter and search options
   • Filter campaigns by type, creation date, or status to quickly find the information you need.
   • Use the search options to locate a specific campaign.

Monitoring these metrics helps you identify areas for improvement, adjust strategies in real time, and maximize the efficiency of your outbound and multichannel communication campaigns.