Campaign Agent Management

Updated: November 19, 2024

Campaign Agent Management is a real-time control panel designed to oversee campaign assignments and monitor agent statuses. This tool helps supervisors track campaign priorities, agent activity, and call data to optimize efficiency. It also allows for direct intervention, such as reassigning agents or removing them from campaigns.

Navigating to Campaign Agent Management

1. Go to the Contact Center.
2. Click on Campaign Agent Management.

The page's table display's a variety of columns 

• Purpose: Assign a specific campaign to an agent.
• How It Works: Use the dropdown menu to choose the campaign you want the agent to work on.

Agent Information

• Username: Displays the usernames of agents currently assigned to campaigns.

Agent Status

• Purpose: Shows the current activity status of each agent.
• Examples: "Available," "On a Call," or "On Break."

Priority Levels

• Purpose: Indicates the priority level assigned to an agent within the campaign.
• Functionality: Adjust priorities to ensure key agents handle critical tasks.

Current Wait Time

• Purpose: Displays the agent's real-time wait time between calls.
• Benefit: Helps monitor agent workload and identify potential inefficiencies.

Kick Out of Campaign

• Purpose: Remove an agent from a campaign while maintaining call integrity.
• How It Works:
• Clicking the Kick Out of Campaign button removes the agent.
• The agent can finish and disposition the current call before their session ends.
  

Best Practices

• Regularly monitor the Agent Status to ensure optimal workload distribution.
• Use Priority Levels strategically to allocate resources to high-value campaigns.
• Keep an eye on Current Wait Time to identify bottlenecks or agent idle times.
• Only use the Kick Out of Campaign option when necessary to minimize disruptions.

Bulk Operations

There are checkboxes on the left side of the page.



By making one or more of these checkbox selections the page displays options for campaign assignments that is shown at the bottom of the page. This allows for a quick and easy way to add, remove, or change campaigns for multiple agents.



For additional assistance, please contact support.