[ACD] Outbound Dialer Manager Dashboard

The content in this article is appropriate for Administrators and Supervisors.

This Dashboard allows Supervisors to easily view the details for all active Outbound Dialer campaigns.

This article assumes that OB Dialer campaigns have already been created and that user is logged in to the SC ACD.

To locate the dashboard:

1. Click to expand the Outbound Management module, and then click on Dial Manager in the left hand navigation bar

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2. On the Dialer Manager Summary, current OB Dialer campaigns are listed in the order in which they were created, with all running dialers at the top of the list:

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   • Program: name of the program that contains the campaign

   • Campaign: name of the OB Dialer campaign

   • Control: Allows the start/stop of that specific dialer.

     • Defaulted off- press Start to begin dialing, press Stop to stop dialing.

     • You will be prompted to confirm when you start/stop from the Dialer Manager

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     • Once your start the dialer, the campaign will be moved to the top of the page

   • Locked: (no/yes)

   • Feeder:

   • List: name of the lead list being used by the campaign

     • If one list is used, you may click the list name to view its details.

     • If multiple lists are being used, it will say Blended

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       • this button is not clickable

   • AMD: number of Answering Machine Detections the dialer has encountered

   • Ratio:

   • Agents: available agents

   • Target Dials: number of calls that the dialer will attempt to make

   • Actual Dials: number of calls that the dialer actually made

   • Answered Dials: calls that were answered

   • Answering Machines: calls that were answered by an answering machine/ voicemail

   • Unanswered Dials: calls that were not answered

   • Failed Dials: calls that could not be completed due to technical error

   • Hung Up During AMD: calls that were hung up during answering machine detection

   • Leads Dialable: total number of leads able to be called

     • When the dialer is stopped, there will be a Count button available that when pressed, will provide the current number of dialable leads, as well as leads dialable now, and dormant leads

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   • Leads Dialable Now: number of calls that can be made immediately

   • Leads Dormant: unscrubbed leads

3. There is also a Refresh Now button at the bottom which will recheck the campaign stats and update in real time.

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