1. Dashboard

Dashboard

The Dashboard page is accessible by Admin and Manager level users and provides an overview of important campaign settings as well as real-time campaign metrics.

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You can easily monitor campaign and agent performance and make any necessary adjustments to achieve the optimal outcome.

 


Campaigns

You can activate, pause, or stop campaigns, modify campaign settings, as well as activate or deactivate lists from the Dashboard.

Select the campaign you want to view from the drop-down menu, and use the following controls to activate, pause, or deactivate your campaign:

Play

To Activate

Pause

To Pause

Stop

To Inactivate

 

 

 

The highlighted button indicates the current status of the campaign. The following example demonstrates the 1) inactive and 2) active campaigns:

The  icon represents the campaign scheduler feature. The button will turn red and flash continuously if the campaign is set to start or stop at a future date/time automatically.


Settings

The Settings section allows you to make minor modifications to the selected campaign. Settings vary depending on the dial mode selected. There are eight different DIAL MODES you can select:

  • Voice Broadcast
    Allows you to broadcast an interactive voice message to your contacts. It's an easy and cost-effective way to reach more people in less time, also referred to as robocall. It has numerous applications such as sending important alerts, promotions, updates, and notifications to customers, employees, voters, and more. By enabling a dial pad interaction, when a live contact answers, they can simply press a button on their phone to transfer directly to a readily available representative or transfer to an IVR.
  • Predictive Dialer
    A predictive campaign uses past data and algorithms to predict future behavior and make decisions accordingly. It's designed to dynamically adjust its actions based on the predicted outcomes. The goal is to maximize the efficiency and effectiveness of the campaign. We minimize agent wait times in between calls by constantly adjusting the outbound call volume. The goal is to call the right number of leads at the right time to maximize agent utilization without keeping customers on hold. 
    Predictive campaigns also screen out busy tones, voicemails, no answer, disconnected numbers, and non-working numbers and only connect agents to human answers, saving you time and money.
    The predictive mode is suitable for large teams (10 agents or more).
  • Preview Manual Dialer
    If you prefer to have your agents dial their contacts manually, set the dial mode to Preview. Each agent will be presented with a lead to dial manually before moving on to the next contact on their list.
  • Power Dialer

    A power dialer is a type of auto dialer used in telemarketing and sales that dials a pre-set ratio of lines per agent. This means that for every x line dialed, one line is connected to an available agent.

    The goal of a power dialer is to maximize the number of connected calls while ensuring that there are enough available agents to handle the calls. This helps to avoid long wait times for customers, improve call efficiency, and increase the number of calls that can be made in a given period of time.

    A power dialer differs from a predictive dialer in that it utilizes a manually-configured calls-to-agent ratio. 

    Power dialer is ideal for small to mid-call centers, b2c operations, and sales.

  • SMS Broadcast
    SMS broadcast allows you to broadcast dynamic text messages to mobile phones.
  • Click Voice Broadcast
    TCPA-compliant rapid manual outbound dialing for Broadcast campaigns. Click adds a human interaction element that requires users to press each number manually to dial a lead.
  • Click Predictive
    A TCPA-compliant rapid manual outbound dialing for Predictive campaigns. Click adds a human interaction element that requires users to press each number manually to dial a lead.
  • Email Broadcast
    Email campaign allows you to broadcast electronic messages to your leads.

The following settings are accessible from the Dashboard and vary based on the dial mode selected. Click on the link for each setting to learn more.

 

 


 
  • Agent Script (Predictive, Click Predictive, Power, Preview)
    You can choose a specific script that will appear in the agent interface for your agents to follow. To create new scripts or modify existing ones, go to Scripts.
  • Agent Target Level (Predictive, Click Predictive, Power)
    This setting balances the availability of calls in regards to the agents logged in.
    • Balanced: Will keep all agents busy with a live call.
    • Available Agents: Will keep the selected number of select agents free at all times.
    • Available Calls: Will keep the selected number of calls in a queue waiting for an agent.

Please Note: Choosing Available Agents or Available Calls will require you to select a Number of Agents or Calls.

  • AMD (All dial modes)
    If Answering Machine Detection (AMD) is enabled, DCDial will detect answering machines and can either ignore that call or leave a message depending on your settings. To enable, toggle the AMD button to the ‘On’ position.
    • ON: If AMD is activated, you will have the option to leave a voicemail message.
    • OFF: If AMD is deactivated, you will not be able to choose the leave voicemail option.
  • Call Back Number (All dial modes except SMS)
    Callback numbers can be dynamically inserted via text-to-speech to your live broadcast or voicemail messages. This option is relevant only if the campaign is using text-to-speech audio messages that incorporate a campaign call-back number. Go to the Company Numbers menu to add new call-back numbers or modify existing ones.
  • Caller ID / Reg CID 
    Caller ID (CID) is the number that appears on your customer's phone when you call/message them. You can choose to display one Caller ID for all your outbound calls or use the Regional Caller ID feature to display a custom Caller ID based on the location you are calling. To enable Regional Caller ID, toggle the 'Reg CID' button to the 'On' position.

    To use a single campaign Caller ID, select the number from the drop-down menu to select the caller ID number. Go to the Company Numbers menu to add or modify caller ID numbers.
    To use a Regional Caller ID set, turn Reg CID On and select a caller ID set. You can purchase numbers for your Regional Caller ID through DCDial in the Billing tab. Once the numbers have been purchased, you can set up the Regional Caller IDs in the DID Manager.

Please Note: You may assign only the toll-free numbers provided by DCDial as a Caller ID for the SMS Broadcast campaigns.

  • Call Recording (All dial modes except SMS)
    To record inbound and outbound calls within the campaign, enable this setting.

Please Note: Inbound calls can be recorded only if the numbers were purchased through DCDial.

    • Off: Recording is disabled
    • On: Recording is enabled; however, agents with recording override permissions can disable recording from the Agent Portal.
    • Always On: Recording is enabled and Agents will not be able to modify it even if they have permission to modify call recordings in the Agent Portal.
  • Contact Schedule (All dial modes)
    The Contact Schedule delimits a time frame to call your contacts based on their local time zone. If your Contact Schedule is set from 10 am – 8 pm and the lead's local time is 8 am EST, then DCDial will not dial that lead until their local time is 10 am EST.
  • MSG (All dial modes except SMS)
    This option allows users to automatically leave a voicemail message when an answering machine is detected. AMD must be enabled to use this option.
    • ON: The system will automatically leave a voicemail message anytime an answering machine is detected
    • OFF: The system will disconnect the call anytime an answering machine is detected

    To view detailed settings for Leave Message (MSG), hover over the MSG button. To modify the Leave Message (MSG) settings, click on MSG. Once you have modified your settings, click on 'Submit' to save all changes.
    • Leave Message Settings
      If a lead is called multiple times within the same day, you can define whether a voicemail message is left for every call attempt or only for the final call made to that lead. This setting is related to the Lead Recycle attempts setting in your Call Status Strategy. If you allow the system to recycle leads and would only like to leave a voicemail message once, then you should select the Last Call Only.
      • Every Call: A message will be left every time an answering machine is detected.
      • Last Call Only: A message will be left when an answering machine is detected only during the last call attempt.
      The number of attempts is chosen in the Maximum Attempts column of Call Status Strategy.
    • Allowed Phone Types
      Voicemail messages can be left only for specific phone types. To enable or disable a phone type, simply toggle the button to the ON or OFF position and then select a phone type.
  • Number of Agents / Number of Calls (Predictive, Click Predictive)
    Any of the following options will appear depending on the selection in Agent Target Level:
    • Number of Agents: Will appear if the selected option is Available Agents. Use the drop-down menu to choose how many agents will stay available and not receive calls for the campaign
    • Number of Calls: Will appear if the selected option is Available Calls. Use the drop-down menu to choose how many calls will stay in a queue waiting to be answered.
  • Number of Lines (Click Voice Broadcast, Voice Broadcast)
    Select the number of outbound lines you would like to use for this campaign. The selected number represents the maximum number of concurrent calls the system will make at any given time.
  • Pace Tempo (Predictive, Click Predictive, Power)
    The ratio of lines being dialed per agent logged into the campaign. For example, a selected ratio of 10 when 5 agents are logged into the campaign causes the system to use a total of 50 lines for outbound calls.
  • Pace Tuning (Predictive, Click Predictive)
    Allows you to fine-tune how quickly the predictive dialer should adjust its calculations.
    • Balanced: The system uses a moderate approach to set the optimal Pace Tempo level
    • More Intense: The system uses a more aggressive approach to quickly adjust the Pace Tempo level
    • Less intense: The system uses a less aggressive approach when it adjusts the Pace Tempo level
  • Response Destination (Voice Broadcast)
    The call destination where the call will be routed to when a customer presses one of the response options defined in your campaign's broadcast settings. There are five call destinations:
    • Agent: Setting destination to Agent will route calls to available agents logged in to the campaign.
    • External: Calls will be routed to the selected external number. Use the drop-down to select the number to use.
    • Hangup: The call will be terminated.
    • IVR: Calls will be routed to an interactive voice response (IVR) menu.
    • Recording: This option will capture a voice recording from the customer. Customer recordings are saved in Broadcast Recordings under Compliance System Recordings
    • Voicemail: Calls will be routed to a voice mailbox where the customer can leave a message.
    To update the response destination and default destination detail, navigate to the Broadcast Settings tab in modify campaign page and use the drop-down to select the 'Response Destination'.
  • Sending Rate (SMS)
    The number of SMS messages sent per minute.
  • Simulation (All dial modes except SMS)
    Activating this mode allows you to get important insights on campaign behavior without making any real live calls.
  • SMS Template (SMS)
    Select the SMS Template that will be used for an SMS Broadcast campaign. Go to the SMS menu to create or modify SMS Templates.

 


Click Voice Broadcast and Click Predictive Dial Modes

After activating a click voice broadcast or click predictive campaign, click on the 'Click Campaign' tab on the left side. The list of leads will open.

Please Note: When the Click Campaign bar is blue, it means that there are active leads in the campaign. When it turns orange, it means that there are no active leads.

Once you see the leads listed, you can Call or Skip the lead depending on whether you would like to call the lead or not. If the Skip or Call buttons are grayed out, there are no agents ready to take calls.

Skip

Call

 

 

 

Please Note: You can change the layout of how the leads are displayed to a simple view or detailed view by going to Campaigns under Administration. Go to modify campaigns for Click Voice Broadcast and Click Predictive Campaigns. You can also change the maximum number of leads shown.

SIMPLE VIEW

DETAILED VIEW

 


Advanced Settings

Under Advanced Settings, you can access and modify the Schedule (Campaign Scheduler), Lead Filter, Time Zone Strategy, Call Status Strategy, and State Dialing Strategy. For more information about each of these settings please visit Advanced Campaigns Settings.


 

Lists Section

The Lists section on the Dashboard page displays all uploaded list files for the campaign. Before activating a campaign, a list has to be uploaded and activated. To upload a list, go to Lists under the Administration page.

Click on either icon to change the status of the list.


Active

image2018-10-29 12_39_20-png-1

 


Inactive

 


Real-time Campaign Metrics



1. CAMPAIGN SETTINGS

    • Dial Mode: The campaign's dial mode.
    • Contact Schedule: The campaign's contact schedule.
    • AM Detection: Displays whether the AMD (Answering Machine Detection) is enabled.
    • AM Leave Msg: The MSG settings.
2. CALL SETTINGS
    • Caller ID: The campaign's caller ID.
    • Call Back Number: The campaign's call-back number.
    • Response: The campaign's response destination setting.
    • Recording: The campaign's call recording setting.
3. LEAD STATUS
    • Active Leads: The total number of leads that match campaign requirements may be dialed now.
    • Remaining Leads: The total number of leads in NEW status that have not been dialed.
    • Recycled Leads: The total number of leads that were dialed more than once.
    • Total Leads: The total number of leads in all the lists activated for this campaign.
4. TODAY'S OUTCOME
    • Human Answer: The total number of calls answered by a live person.
    • Answering Machine: The total number of calls picked up by an answering machine.
    • Transfers: Displays how many calls were transferred to an agent.
    • Sales: The total number of calls set with sale status.
5. CAMPAIGN STATUS
    • Connected: The total number of calls connected to a person or an answering machine.
    • Total Attempts: The total number of calls made for the campaign.
    • Time Remaining: The remaining time until all leads for this campaign are dialed.
    • Percent Complete: The campaign's completion percentage.
6. CAMPAIGN USAGE
    • Today's Usage: The total usage for the day.
    • Today's Cost: The total cost for the current day based on the usage.
    • Current Usage: The total usage so far.
    • Current Cost: The total cost or credit used so far.
Other available metrics:
AGENT STATUS


    • Avg. Wrap-Up Time: The average agent wrap-up time.
    • Avg. Call Interval: The average time agent waited in between calls.
    • Avg. Talk off Time: The average agent talk time.
    • Avg. Number of Agents: The average number of agents logged into the campaign.
PREDICTIVE SETTINGS

    • Pace Tuning: The predictive dialing speed.
    • Agent Level: The Agent Target Level selected.
    • Drop Call Limit: The maximum percentage permitted for dropped calls.
    • Percent Dropped: The actual percentage of dropped calls.
SMS STATUS

    • SMS Template: The SMS template used for this campaign.
    • SMS Success: Displays how many SMS messages were sent successfully.
    • SMS Failed: Displays how many SMS messages failed to send.
    • Percent Complete: The campaign completion percentage.
 


Customize Campaign Metrics

To choose which campaign metrics to display, follow the steps below:

STEP 1. Click on the  icon on the top right of the report.

STEP 2. Select the metric you want to display and click on Done to save any changes. Repeat the steps to make more changes.

 


Call and Agent Charts

On the right side of the dashboard, there is a graph to track Call and Agent Stats. At the top of the graph, you can click on the drop-down to choose the list and click on the chart to view:

  • LIST STATUS DATA
    • Status: The call statuses available in the selected list.
    • Called: The number of leads called for each status.
    • Not Called: The number of leads that were not called.
    • %: The percentage of leads that were not called for each status.
  • TIMEZONE STATUS DATA
    • GMT OFFSET (Local Time): The time zone of the leads within the list.
    • Called: The number of leads called within each time zone.
    • Not Called: The number of leads not called within each time zone.
    • %: The percentage of leads that were not called for each time zone.
  • CALL COUNTS DATA
    • Status: The call statuses available for the List.
    • 0: The number of leads that have not been contacted yet.
    • Sub Total: The total number of calls on the list.
    • Dialable: The number of leads that can be contacted or dialed based on phone type(s) allowed.
  • PHONE TYPE DATA
    • Phone Type: The phone type of the lead. The phone type can show Home, Office, Mobile, or Other.
    • Called: The number of leads called that are grouped by the phone type.
    • Not Called: The number of leads not called that are grouped by the phone type.
    • %: The lead distribution percentage grouped by phone type.
  • CHARTS
    •  Line Chart
    • Bar Chart
    • Area Chart
    • Pie Chart
    • Heat Map
  • CALL STATS CHART
    • The number of dialed calls delivered calls and dropped calls over time.
  • AGENT STATS CHART
    • The number of agents logged in overtime.
  • RECYCLE STATS CHART
    • The number of call statuses that were redialed.
 

Agents and Active Calls

You can view live calls and SMS metrics as well as agent statuses in this section.

sms_statuses

  • SMS Summary
    • Sent: The number of text messages sent.
    • Undelivered: The number of text messages that failed to send.
    • Delivered: The number of text messages that were delivered and received.
    • Replied: The number of text message replies received.

Please Note: You can view the text replies in the SMS Conversation Window.

 
  • Live Calls Summary
    • Active Calls: The total sum of calls in progress, live calls, and calls in IVR 
    • Calls in Progress: The current number of calls ringing.
    • Live Calls: The number of live connected calls.
    • Calls in IVR: The number of live calls that are currently in an Interactive Voice Response (IVR) menu.
  • Agents Summary
    • Total: The total number of agents logged into the campaign.
    • Ready: The total number of agents logged in and ready to take calls.
    • On Calls: The total number of agents currently on call.
    • Wrapping Up: The total number of agents wrapping up a call.
    • Paused: The total number of agents currently on pause.
    • Dead: The total number of disconnected calls.
  • Live Calls Details
    • Test Call: To do a Test Call, click on the  button and enter the phone number you wish to send the test call to. Click on 'Place a test call' to proceed.

Please Note: If you are running an SMS Broadcast, you will see a 'Test SMS' button instead.

             
    • Live Calls: Clicking on Live Calls will open the View Live Calls screen and their status, campaign, phone number, duration, call type, and priority.
    • Pending Calls: Clicking on Pending Calls will open a screen displaying all the numbers that are about to be dialed along with account ID, Lead ID, List, Phone Number, State, Status, Count, and GMT details.

Please Note: If you are running an SMS Broadcast, you will see a 'Pending Texts' button instead.

    • Campaign Statuses: Clicking on Campaign Statuses will open a screen displaying all the call statuses for leads associated with the campaign.
    • Monitor: As a manager and supervisor, you can monitor your agents' inbound or outbound calls in real-time to improve agent performance and manage call quality. To monitor an agent call, you must first submit your phone number used for call monitoring. Click on 'Monitor' and select your number from the drop-down menu. Click 'Submit' to save your selection.

Please Note: Before selecting a phone number from the drop-down menu, you must assign the 'Call Monitoring' functionality to this phone number on the Company Numbers page.

    • To listen to a live call, right-click on any agent logged into the campaign and select one of the call monitoring options: listen, whisper, or barge. You can also change the campaign that the agent is logged into or log them out from the campaign.
        • Listen: Allows you to do a live check-in on an active call. Neither the customer nor the agent will hear you. You will stay connected to the agent even after the call with the customer is terminated unless (1) you manually disconnect your line or (2) the agent logs out from the agent interface.
        • Whisper: Speak to an agent to help handle the call. This option allows you to speak directly to the agent without the customer hearing. You will stay connected to the agent even after the call with the customer is terminated unless (1) you manually disconnect your line or (2) the agent logs out from the agent interface.
        • Barge: Join the call to help facilitate the conversation. Both the agent and the customer can hear you and talk to you, which is similar to conference calling. When the call with the customer is terminated, you will get disconnected.
        • Change Campaign: Allows you to log the agent into a different campaign.
        • Logout: Allows you to log out the agent from the campaign.
    • Pause Refresh / Resume Refresh: Clicking 'Pause Refresh' will set all agents to 'Paused' status. The option will change to 'Resume Refresh' that you can click to change the live agents' status to 'Ready'.
    • Logout All Users: Clicking the 'Logout All Users' options logs out all agents that are currently logged in. This option is helpful to ensure that all agents are logged out of the system at the end of the shift.
    • Compliance Overview: From this window, users can easily see what is preventing numbers from being dialed. This could include State Dialing StrategyTimezone Strategy, Activated States, Lead Status, reaching the Account Call Limit, or compliance with a designated Lead Filter Strategy. 

      To analyze a Dialing Status Overview for a specific Campaign, go to the ‘Compliance Overview’ window. Select your Campaign and scroll across the map to find the state you wish to view. Double-click on your desired state to view Dialing Status. Detailed data will populate to help you determine what is preventing leads from being dialed. Additional data can be accessed under the tool-tips associated with each line item.

      To check the Call Status Strategy of a specific phone number, you can navigate to the ‘Phone’ tab, enter the phone number and check the results.



  • Agents Logged-In Status
    • ID: The agent's username.
    • User: The user level.
    • Team: The team that the agent belongs to.
    • Station: The combination of telephony protocol or the agent’s direct extension.
    • Status: The agent's current status.
    • Campaign: The campaign that the agent is logged into.
    • Time: Indicates how long the agent has been in their current status.
    • Online: The total time that the agent has been logged in or has been online.
 

System Notifications

The System Notifications bar can be found on the top right corner of the screen through a bell symbol. The Notifications bar is accessible regardless of which tab you are in. You can search, send messages to team members, view/modify system notifications, and access profile settings.

Please Note: When you modify system notifications, the changes will only apply to the user currently logged in.


  • Send Message
    There are two tabs: New Notification and Notification History.
      • New Notification: Use this feature to send a message or notification to user/s. Type your message on the box provided and choose the recipient of the message by using the drop-down menu next to 'Select user by.' You can send a message to a specific campaign, team, or user. Afterward, select the specific campaign, team, or user.
      • Notification History: Use this feature to view the messages you have sent in the past or the notifications you have received. You will see a number appear on the  icon if you have unread notification/s
  • System Notifications
    To view system notifications, click on the bell icon. To change the notifications you would like to receive and the delivery method, click on the 'Settings' icon in the notification window.

    The User Preferences screen will open. Slide the 'Enable Notifications' to On, and select which notification to receive. You can also select the Frequency, Sound, and Alert Method. Click on Submit to save any changes.
      • Frequency: Select when you want to receive the notification. You can choose to receive the notification Instantly, after 15 minutes, after 30 minutes, after 45 minutes, or after 60 minutes.
      • Sound: Choose whether you want to hear no sound or beep/s when a notification comes in.
      • Alert Method: You can choose to receive the notification in any of three ways: Notification, Email, and SMS.
          • Notification: You can view notifications when you click on the  icon and click on the notification history tab.
          • Email: You will receive an email notification on your verified email address.
          • SMS: You will receive an SMS message on your verified mobile number.

Please Note: To verify your email address and mobile number, go to the Modify User screen. You will not be able to receive notifications through email or SMS unless you have verified them.

  •  
    You can receive notification for any of the following:
      • Campaign - Started: Get notification when a campaign is started or activated
      • Campaign - Paused: Get notification when a campaign is paused.
      • Campaign - Stopped: Get notification when a campaign is stopped or deactivated.
      • Campaign - No Active Leads: Get notification once there are no active leads anymore, or the leads have been exhausted.
      • Campaign - Completed: Get notification once dialing for the campaign has been completed.
      • List - Added: Get notification when a list has been successfully uploaded.
      • List - Scrub Report: Get notification when mobile number scrub reports is available. This only applies to systems whose mobile scrubbing feature is enabled.
      • Scheduler - Campaign Started: Get notification when a campaign is started or activated thru a scheduler.
      • Credit - Below: Get notification when your credit goes below a certain amount. Use the drop-down to choose how much the threshold amount will be.
  • Profile Settings
    Click on the drop-down menu next to your name to access the profile settings. You can see your name, email address, and company ID. You can edit your profile and preferences, view current usage and log out.
      • Edit User Profile: You will be redirected to the modify user screen.
      • Edit Preferences: The edit user preferences pop-up window will open.
      • Current Usage: The current usage pop-up window will open. You can see today's usage, today's cost, current usage, current cost and credit remaining. You can see a summary of the cost and usage without going to the Billing tab.
      • Training Academy: You will be redirected to the Training Academy section of Help, where you can watch video tutorials on using DCDial.
      • Logout: You will be logged out of the system.

SMS Conversation Window

You can find the text messages in the upper right corner of the dashboard by clicking the icon. For more information on how to navigate through this page and how to use our text messaging system, please refer to the following article - Text Messages 

 

 

Tips

  • The Campaigns header on top of the campaign name is clickable. Once you click it, you will be redirected to the campaign settings menu.
  • Can't see any campaign? Check your Allowed Campaigns in the Teams menu.
  • Visit Summary to see an overview of all campaigns.
  • Visit Company Branding to customize your logo.

Troubleshoot Problems

 Need help? Ask our support team