IntellaDialer
- Overview
- Dialer Control
- Campaign Editor
- Campaign Phone Number
- Campaign Logs
- Campaign Dialer Data
- Generate Reports
- Dialer Activity
- Agent Performance
- Dialer Status Log - no screenies yet
Overview
This section includes options for configuring and utilizing the IntellaDialer addon if it is installed on your system. The IntellaDialer is a sophisticated system for calling large groups of numbers on an automated basis. It is highly configurable to ensure that you will be able to meet your call production needs and ensure compliance with local and federal communication regulations.
IntellaDialer Table of Contents
Dialer Control
Dialer Control
This is the main operations screen for starting and stopping the Dialer as well as getting real-time status, stats, and phone number lists. The lists include: who has been dialed, the results of those dialed numbers, who is still waiting to be dialed, and more. It's a great way to get insight into exactly what is happening right now.
Tip: The status, stats, and data lists are updated every few seconds when a campaign is running. If a campaign is stopped, there is still a periodic check just in case someone else started the campaign.
Name |
|
Description |
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Campaign Selector |
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Selects a campaign to control. Once selected, the real time status + stats are shown and the Show Activity Button is available to choose the specific Dialer data to view. | ||||||||
Show Activity Button |
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Choose the real-time Dialer data display. Each display is updated every few seconds to keep an eye on exactly what is happening. Additional detailed display info is available below. | ||||||||
Start Button |
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Starts running the Dialer for the selected campaign. The status will change to RUNNING and phone numbers will begin to be dialed. | ||||||||
Restart Button |
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Restarts the Dialer to the beginning of the campaign phone number list which will call all of the numbers again. | ||||||||
Resume Button |
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Resumes the Dialer exactly where the campaign left off when it was stopped. | ||||||||
Stop Button |
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Stops the Dialer and will no longer call numbers. Use Resume Button to pick up dialing where it left off. | ||||||||
Status |
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The current campaign status:
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Remaining | Numbers left to be dialed. | |||||||||
Total Numbers | Total numbers in campaign. | |||||||||
Answered Calls | Numbers that were successfully picked up. | |||||||||
Dialed | Numbers dialed in campaign thus far. | |||||||||
Busy / Failed | Numbers that were unreachable. | |||||||||
Abandoned | Numbers that connected to the Dialer but hung up before connecting to an agent. | |||||||||
Server Message |
Real-time status line from the server:
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Real-Time Displays
There are multiple real-time displays explained below.
Show Activity
Field |
Description |
Campaign | Campaign containing numbers that have been uploaded |
Description | Brief description on corresponding campaign |
Dialed | Time dial was placed |
Number | Number that was dialed |
Phone # Group | Set of phone numbers within a group |
Priority | Priority of the number in relation to other numbers in a campaign/group |
Call Result | The result of the dial attempt |
Show Next Numbers
Field |
Description |
Campaign | Campaign containing numbers that have been uploaded |
Description | Brief description of the corresponding campaign |
Phone # Group | Set of phone numbers within a group |
Priority | Priority of the number to other numbers in a campaign/group |
Phone Number | The number that was dialed |
Locale | Region that the number corresponded with |
Ok To Call | Yes / No based on call rules such as timezone etc. |
Last Status | Status of last attempt (failed, connected, etc.) |
Last Attempt | Date and time of last attempt |
Next Attempt | Data and time of next attempt |
Show Never Dialed
Field |
Description |
Campaign | Campaign containing numbers that have been uploaded |
Locale | Region that the number corresponded with |
Ok To call | Yes / No based on call rules such as timezone etc. |
Count | Number of numbers that were not dialed. |
Campaign Editor
Campaign Settings
Field |
Description |
Campaign | Campaign containing numbers that have been uploaded |
Start Time | Start time campaign was initiated |
CallerID | Outbound CallerID for campaign |
Strategy | Strategy the dialer will use when attempting outbound dials. |
Campaign Type | |
Controls | Functions that control the status of the campaign (explained below) |
Additional Campaign Settings
Field |
Description |
Desc | Brief description of the campaign |
CallerID | Outbound CallerID |
Wrap Up Time | Time between calls |
Auto Start | |
Attempts Per Number | Amount of times the dialer will attempt a number while the campaign is active |
Attempts Interval | Amount of time between dialer attempts |
Max Simul Dialers | Maximum number of the outbound dial attempts |
Dial Timeout | Time that a dialer will attempt a call before going to wrap up |
Dialer Agent Ratio |
Number of dialers active per number of agents logged in. |
Campaign Phone Number
Overview
Campaign Phone Numbers
Field |
Type |
Description |
Campaign Name | Name of campaign | |
Number Count | Number of #s in campaign | |
Number Dialed | Number of #s dialed in campaign | |
Number Remaining | Remaining #s to be dialed | |
Phone Number Group Name | Number of phone group | |
Description | Descriptive name of campaign | |
Created | Date the campaign was created | |
Updated | Date the campaign was updated |
Campaign Logs
Overview
Campaign Logs
ID |
Type |
Description |
Start Time | ||
End Time | ||
Campaign Name | ||
Campaign Description | ||
Duration |
Campaign Dialer Data
Overview
Campaign Dialer Data Options
Field |
Type |
Description |
ID | ||
Campaign | ||
When | ||
Num Calls | ||
Answered Calls | ||
Num Abandons | ||
Num Busy | ||
Num Incompletes | ||
Num Progressives | ||
Num Predictives | ||
Min Abandon | ||
Max Abandon | ||
Avg Abandon | ||
Avg Callee Ring |
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Min Callee Wait | ||
Max Callee Wait | ||
Avg Callee Wait |
Additional Information
Field |
Type |
Description |
Dialed Number | ||
Callee Start | ||
Callee Pickup | ||
Agent Pickup | ||
Agent Name | ||
Case Number | ||
Disposition | ||
Result | ||
Hangup Cause | ||
Last Hangup Cause | ||
Last Status | ||
Num Attempts | ||
Play | ||
Save |
Generate Reports
Overview
Campaign Percentage
Field |
Description |
ID | |
Campaign Name | |
Num Calls | |
Num Connected | |
% Connected | |
Num Answered | |
% Answered | |
Num Abandoned | |
% Abandoned | |
Num Busy | |
% Busy | |
Num Incomplete | |
% Incomplete | |
Num Progressive | |
% Progressive | |
Num Predictive | |
% Predictive |
Campaign Time
Field | Description |
ID | |
Campaign Name | |
Avg Abandon | |
Max Abandon | |
Avg Callee Ring | |
Max Callee Ring | |
Avg Callee Answer | |
Max Callee Answer | |
Tot Dialer Time |
Campaign Numbers
Field | Description |
Start | |
Pickup | |
End | |
CallerID From Name | |
CallerID From Num | |
CallerID To Num | |
Call Result |
Dialer Activity
Top Section
Field | Type |
Description |
When | ||
Started Calls | ||
Active Calls | ||
Answered | ||
Abandoned | ||
External | ||
20 Sec Calls | ||
SLA 20 Sec | ||
Longest Wait | ||
Avg Wait | ||
Avg Answer | ||
Avg Talk | ||
Max Talk | ||
Avg Abandon |
Bottom Section
Field |
Type |
Description |
TIme | ||
From Name | ||
From Number | ||
Agent | ||
To Name | ||
To Number | ||
Answer | ||
Wait | ||
Talk | ||
Duration | ||
Play | ||
Save |
Agent Performance
Top Section
Field |
Type |
Description |
Name | ||
When | ||
Queue Calls | ||
Calls In | ||
Calls Out | ||
Calls Total | ||
Missed Rings | ||
Logged In | ||
Avg Talk Time | ||
Avg Answer Time |
Bottom Section
Field |
Type |
Description |
Time | ||
Dept | ||
From Name | ||
From Number | ||
Agent | ||
To Name | ||
To Number | ||
Answer | ||
Wait | ||
Talk | ||
Duration | ||
Play |