Dashboard¶

The campaign dashboard lets campaign managers to track the progress and other essential metrics related to campaigns.

To access dashboards, go to Contact Center AI > Campaigns > Dashboard.

The following details related to campaigns appears on the dashboard:

Campaign name - Name of the campaign. For example: Campaign 1.
Campaign type - Agentless (Voice campaigns only)
Progress - Progress of the campaign. For example: 3 of 10.
Status - Ready, Active, Paused, Rerun, or Completed.
Campaign Start Date and Time - Date and Time when the campaign started. For example: Started on Sep 29, 2023 11:03 AM

Clicking any campaign displays detailed information related to the selected campaign.

Voice Campaigns¶

Campaign Name: Agentless

Overview¶

This section displays the following information:

Progress - Progress of the campaign.
Connected Calls - Count and percentage of connected calls.
Unconnected Calls - Count and percentage of unconnected calls, including calls that go into the retry state.
Avg. Call Duration - Average Duration of all the connected calls in the campaign.

Latest Execution¶

The Latest Execution view provides a consolidated list of all calls executed in the most recent campaign run. The view displays each call as a conversation entry and includes selectable fields, filtering options, and export capabilities.

This feature surfaces call-level data that the system previously exposed only through indirect dashboard views. It now presents a direct, campaign-scoped list of conversations associated with the campaign’s Call List.

Call List Data Scope

The Campaign’s Call List includes all phone numbers fetched from the associated Contact List. The system assigns a disposition to contacts eliminated before dialing:

DNC excluded for numbers removed during scrubbing against the Do Not Call (DNC) list.
Filter excluded for numbers filtered out by campaign-specific filters.

Latest Execution Layout

The Latest Execution view displays the following:

Phone Number
Number of Attempts (accumulated)
Priority
Start Time (for the previous or current call)
Duration (for the previous or current call)
End Time (for the previous or current call)
Agent (icon with hover tooltip showing the agent name)
Disposition
- Shows the agent-provided disposition when available.
- If the system doesn't receive a disposition from the agent, the view shows the last system status (for example, Unanswered, Unconnected, User Busy, Declined, AMD Detected, and others).

Column Selector¶

The Field Selector allows users to customize the columns displayed in the list view.

The selector includes:

All default fields.
First Name and Last Name.
Any additional mapped or unmapped fields from the Contact List.

The system deselects additional mapped and unmapped fields by default.

Disposition¶

This section displays the following information:

Outbound Dialer System Disposition - The system assigns the following dispositions by the dialer system:

Connected: If the call is answered, the system detects a human voice or voicemail.
No Answer: No answer after a full ring.
Busy: If the dialed number is busy.
Failed: If the system dials the call but it doesn't connect, or if the number is invalid and the system can't dial it.
Canceled: If the customer canceled the call.
Completed: If the call is answered, the agent disconnects it and applies a disposition.
Agent Disposition (Top 5)- Top 5 dispositions selected by agents.

Hovering over the dispositions shows their counts.

SMS Campaigns¶

Campaign Name: Up-sell of Feature

Overview¶

This section displays the following information:

Progress - Progress of the campaign.
Messages Delivered - Total count of messages delivered in the campaign.
Delivery Rate - The percentage of SMS sent and received by recipients (SMS received/SMS sent X 100).

Latest Execution¶

The Latest Execution view provides a consolidated list of all calls executed in the most recent campaign run. The view displays each call as a conversation entry and includes selectable fields, filtering options, and export capabilities.

This feature surfaces call-level data that the system previously exposed only through indirect dashboard views. It now presents a direct, campaign-scoped list of conversations associated with the campaign’s Call List.

Call List Data Scope

The Campaign’s Call List includes all phone numbers fetched from the associated Contact List. The system assigns a disposition to contacts eliminated before dialing:

DNC excluded for numbers removed during scrubbing against the Do Not Call (DNC) list.
Filter excluded for numbers filtered out by campaign-specific filters.

Latest Execution Layout

The Latest Execution view displays the following:

Phone Number
Number of Attempts (accumulated)
Priority
Start Time (for the previous or current call)
Duration (for the previous or current call)
End Time (for the previous or current call)
Agent (icon with hover tooltip showing the agent name)
Disposition
- Shows the agent-provided disposition when available.
- If the system doesn't receive a disposition from the agent, the view shows the last system status (for example, Unanswered, Unconnected, User Busy, Declined, AMD Detected, and others).

Column Selector¶

The Field Selector allows users to customize the columns displayed in the list view.

The selector includes:

All default fields.
First Name and Last Name.
Any additional mapped or unmapped fields from the Contact List.

The system deselects additional mapped and unmapped fields by default.

Messages Delivered¶

This section displays the total count of messages delivered. You can select from the following options:

Last 24 hours
Last 07 days
Last 30 days

Hovering over the hours/days shows the count of messages delivered and the delivery rate.

Filter, Search, and Sort Latest Execution (Voice and SMS)¶

Capability	Voice Campaigns	SMS Campaigns	Notes
Filtering	- Disposition - Priority - Date-to-date range	- Date-to-date range	Filtering applies before search.
Search	- Phone Number - Last Name - First Name	- Phone Number - Last Name - First Name	Search functions within the current filter.
Sorting	- Initial sort by Start Time (most recent first) - Sort by Priority - Sort by Disposition	- Initial sort by Start Time (most recent first) - Sort by Priority - Sort by Disposition	Sorting applies after filtering and searching.