Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Campaign Operation
- 1 General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing My Queues (Personal Email Queues)
General Information About Campaign Operation
As a campaign operator, you can use the Agent Desktop application to view real-time metrics for the campaigns that are assigned to you.
In addition, you can use Agent Desktop to do the following:
- Start and stop selected campaigns
- View metrics for lists associated with selected campaigns
- Enable and disable lists associated with selected campaigns
- View metrics for agent teams participating in a selected campaign
Those metrics and controls are displayed in the right pane of your Agent Desktop when you select the Campaigns option from the Active Communications List.
Note that in order to monitor and control a particular campaign, you must have the default Campaign Operator role or a custom role with privilege Control campaign operations, and you should be assigned as an operator for this campaign.
For general information about viewing real-time metrics, customizing metrics views, restoring the default views, and obtaining metric descriptions, see the following topics of section Viewing Real-Time Metrics:
- General Information About Metric Viewing
- Understanding Real-time Metrics
- Customization of Metrics Views