Home Page

The Console home page contains the following widgets:

• Real-time snapshots

• Quick Links

• To-do list

This Widget contains snapshots that provide a live, high-level, 360-degree view of the Contact Center. The following information is cumulative for the application from its installation and first use:

• Active Campaigns: This section displays the application-wide number of active campaigns. Besides this, you can also see the following information:

  • Total: The total number of campaigns created on the Console.

  • Inactive: The number of campaigns that are not executing (inactive) at the current time. These campaigns can be in a time-suspended or a stopped state.

  • Elapsed: The number of campaigns that are past the configured end date and time.

• Total Contacts: The total number of contacts uploaded to the application across all campaigns. Additional information is also available:

  • Open: The number of contacts Open at the current moment. These numbers include contacts that are delivered to the dialer but not yet dialed out.

  • Fresh: The number of contacts not dialed even once to this moment. These numbers include contacts that are delivered to the dialer but not yet dialed out.

  • Scheduled: The number of contacts that are scheduled for dialing. This is the sum of contacts having status as 0 (Open), 4 (Delivered), and those contacts having the condition IsFresh=0.

  • Closed: This is the number of closed contacts.

  • Others: The contacts that cannot be delivered - this is the sum of contacts that are Scrubbed (contact status = 9), flushed/closed through the Manage Contacts functionality (contact status = 7), and expired (contact status = 34).

The following section contains data only for the current day:

• Contacts Dialed: The total contacts dialed across all campaigns.

• Contacts Connected: The total contacts successfully connected.

• Calls Dialed: This is the total calls dialed across all campaigns. This includes multiple dial outs for same contacts. The application increments the count even if the call is connected to customer’s voice mail.

• Calls Connected: This is the total calls connected between an Agent and a customer across all campaigns. This includes multiple connects for same contact.

This widget provides direct links to various pages within the application, spanning all campaigns. It simplifies and speeds up navigation, allowing you to reach your desired page with just one click from the home page.

Perform the following steps to add pages to quick links:

1. Click Settings on the header line of the Quick Links widget to add a new quick link page. All pages that can be added as quick links to this widget are listed.

2. Select checkboxes corresponding to the pages to list in the Quick Links widget.

3. Click Save.

This widget provides links to various campaign-related pages within the application. Instead of navigating through the campaign page, selecting a campaign, and then finding a specific page, you can set up a quick link to take you directly to the desired page.

Perform the following steps:

1. Click Campaign on the main menu to see the campaign listing page.

2. Click a campaign to open the Campaign Details and other associated tabs (pages). For example, click Campaign A.

3. Click Link on the desired tab (page) - for example, Manage Contacts tab (page) of Campaign A.

4. Confirm and dismiss a dialog box to save the quick link.

The application provides an in-built to-do list. This list is useful for tracking or managing your activities as a dialer administrator. This widget acts as a versatile, application-embedded diary. You can add tasks that need to be addressed to a to-do list.

The To-Do List widget changes the display color based on the time remaining to perform the task:

• Green: when the remaining time to perform the task is in Days.

• Orange: when the task is due tomorrow (the next day).

• Blue: when the remaining time to perform the task is in Hours.

• Red: when the remaining time to perform the task is in Minutes.

Note:

Expired Task—The application displays expired tasks without any background color.

To add a task to the To-Do widget, perform the following steps:

1. Click Add New on the header line of the To Do List.

2. Enter a Title for the task.

3. Enter the Activity that you have to do - for example, start an SMS campaign.

4. Select a Date and Time to complete the task.

5. Click Save.

To configure an application-wide quick link, follow the steps:

1. Click Settings on the header line of the Quick Links widget to add a new quick link page. The listing contains all the pages across the application that you can add as a quick link.

2. Select checkboxes for each page that you need a quick link. You can select multiple checkboxes.

3. Click Save.

To ensure the best performance, use the following supported browsers when accessing the system:

The Home Page displays a static alert in the following scenarios:

• Configured days before expiry of the license, a countdown to the license expiry date and time.

• A countdown to the cease date, when this kicks in.

• Users must take appropriate action to restore the licenses. See License for more details.