Introduction
The Dialler Real-Time View is used by supervisors and administrators to obtain an overview of the progress in the outbound campaigns, which they supervise. With real-time total values as well as individual values for each campaign, it provides a strong contrast to the reporting by providing real-time data to the controlling members.
See also Dialler User/Configuration Guide
Navigation
> ACD > Supervisor > Dialler
Column Configuration
The order of the columns can be changed individually by using 
and 
. Columns can also be removed from the view by selecting and moving them to the "Available" tab.
The configuration is accessed by pressing 
. The following page will open:
Column Descriptions
| Name | Description | Criteria Used | In Progress Notes from Robert |
|---|---|---|---|
| Campaign | Name of the sub-campaign. | Where could this be referenced? See also Campaigns | |
| Master Campaign(s) | Name of the master campaign See also Campaigns | Where could this be referenced? See also Campaigns | |
| Group Names (s) | Name of the ACD group which is associated with the master campaign. | ||
| Group Number(s) | The service number of the ACD group which is associated with the master campaign. | Might be the Group Number, not the service-number | |
| Contacts Total | Number of contacts configured in all visible sub-campaigns. | ||
| Contacts Not Done | Number of contacts where no result code with status 'Done' has been set. | ||
| Contacts in Progress | Number of contacts being called. | Either the number of ongoing calls in the visible outbound campaigns, or the number of locked contacts at any given moment | |
| Contacts Done | Number of contacts successfully reached since the beginning of the campaign. These contacts will no longer be called by the dialler. | Might only be the contacts with result code type 'Done',. It could also be 'Done' and "Abort", the | |
| Calls Aborted Total | Number of calls that could not be reached since the beginning of the campaign because the contact numbers were incorrect. | When is "abort" set? When:
| |
| Calls Aborted Today | Number of calls that could not be reached today. | When is "abort" set? When:
| |
| Calls Aborted Today % (WIP) | Number of calls that could not be reached today. | Percentage of what? All calls made in that campaign in that day? | |
| Calls Busy Total | Number of calls that could not be reached since the beginning of the campaign because the contact line was busy. | ||
| Calls Busy Today | Number of calls that could not be reached today because the contact line was busy. | ||
| Calls Busy Today % (WIP) | Number of calls that could not be reached today because the contact line was busy. | Percentage of what? All calls made in that campaign in that day? | |
| Calls No Answer Total | Number of calls that were not answered by the called party since the beginning of the campaign. | ||
Calls No Answer Today | Number of calls that were not answered by the called party today. | ||
| Calls No Answer Today % (WIP) | Number of calls that were not answered today. | Percentage of what? All calls made in that campaign in that day? | |
| Calls Invalid Total | Number of calls that were rejected or the destination number was either unallocated (unassigned) or in an invalid format (address incomplete). This number is cumulated since the beginning of the campaign. | ||
| Calls Invalid Today | Number of calls that were rejected or the destination number was either unallocated (unassigned) or in an invalid format (address incomplete). This number is cumulated in a day. | ||
| Calls Invalid Today % (WIP) | Number of calls that were rejected or the destination number was either unallocated (unassigned) or in an invalid format (address incomplete). This number is cumulated in a day. | ||
| Calls Error Total | Number of calls that ended with an error code since the beginning of the campaign. | Code needs to be checked to find out the basis of calculation, only then can the explanation be written correctly | |
| Calls Error Today | Number of calls that ended with an error code today. | Code needs to be checked to find out the basis of calculation, only then can the explanation be written correctly | |
| Calls Error Today % (WIP) | Number of calls that ended with an error code today. | Percentage of what? All calls made in that campaign in that day? | |
| Calls Reached Total | Number of calls that have successfully reached the called party since the beginning of the campaign. | ||
| Calls Reached Today | Number of calls that have successfully reached the called party today. | ||
| Calls Reached Today % (WIP) | Number of calls that have successfully reached the called party today. | Percentage of what? All calls made in that campaign in that day? | |
| Result Done Total | Number of result codes set since the beginning of the campaign where the result code type was 'Done'. | ||
| Result Done Today | Number of today's result codes set where the result code type was 'Done'. | ||
| Result Done Today % (WIP) | Number of result codes in a day where the contacts were successfully reached. | Percentage of what? All calls made in that campaign in that day? | |
| Result Abort Total | Number of result codes since the beginning of the campaign where the contacts could not be reached because the contact numbers were incorrect. | 'Abort' can be set manually by an agent, and automatically by the dialler. It cant only be when the contact numbers where incorrect! This explanation needs to be written after checking the basis of calculation | |
| Result Abort Today | Number of result codes in a day where the contacts could not be reached because the contact numbers were incorrect. | 'Abort' can be set manually by an agent, and automatically by the dialler. It cant only be when the contact numbers where incorrect! This explanation needs to be written after checking the basis of calculation | |
| Result Abort Today % (WIP) | Number of result codes in a day where the contacts could not be reached because the contact numbers were incorrect. | Percentage of what? All calls made in that campaign in that day? | |
| Result Delay Total | Number of result codes since the beginning of the campaign where a result code of the type 'Delay' has been set. | ||
| Result Delay Today | Number of result codes in a day where a result code of the type 'Delay' has been set. | ||
| Result Delay Today % (WIP) | Percentage of result codes in a day where a result code of the type 'Delay' has been set. | Percentage of what? All calls made in that campaign in that day? | |
| Result Appointment Total | Number of result codes since the beginning of the campaign where a result code of the type 'Appointment' has been set. | ||
| Result Appointment Today | Number of result codes in a day where a result code of the type 'Appointment' has been set. | ||
| Result Appointment Today % (WIP) | Number of result codes in a day today where a result code of the type 'Appointment' has been set. | Percentage of what? All calls made in that campaign in that day? |