We are enhancing the existing outbound campaign diagnostics and self-service capabilities by adding new historical views and campaign health data to the Campaign Health view.
These improvements are intended to give outbound campaign administrators better visibility into campaign performance, dialing behavior, compliance metrics, and operational events, helping them identify and troubleshoot potential inefficiencies more easily.
New Capabilities
The Campaign Health view will include the following enhancements:
- Campaign recycle events added to the campaign events timeline
- Actual calls per agent (CPA) chart added to the campaign timeline for Power and Predictive dialing modes
- Compliance abandon rate chart added to the campaign timeline for all auto-dialing modes
- Ability to minimize or restore the campaign timeline for improved chart visibility
Details
Outbound campaign administrators will be able to view additional historical metrics and charts for voice campaigns for up to 30 days back.
These enhancements provide better insight into campaign behavior and performance trends, including agent utilization, dialing efficiency, abandon-rate compliance, and campaign recycle activity.
The goal is to help administrators self-diagnose campaign issues more effectively without needing to rely as heavily on support or manual investigation.
Customer Impact
Improved campaign visibility: Customers will have additional campaign health metrics available directly in the Campaign Health view.
Better troubleshooting: Administrators can use the new timeline events and charts to investigate performance issues, dialing inefficiencies, and compliance concerns.
No required action: These are view-level enhancements. Customers do not need to make configuration changes to use the new capabilities once available.
To view new charts please ensure your user is granted "Outbound > campaignDiagnosticEfficiency > View" permission.
Historical insight: Customers can review additional campaign performance data for up to 30 days back.
Impacted Resources
Outbound Campaign Health view
Outbound voice campaigns
Power dialing mode
Predictive dialing mode
Auto-dialing modes: Progressive, Power, Predictive, and Agentless
Issue References
[PURE-7708]
Contacts
@Rini Rajan
Please reply to this announcement with any questions. This helps the wider community benefit from the discussion. We encourage you to use this thread before contacting the designated person directly.
#Outbound
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Rini Rajan
Staff Product Manager - Outbound
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