In the real-time environment, you can monitor agents and queue campaigns in real-time.
You can find Realtime section under the XCALLY Motion Bull menu:
Click on one of the following Tab to open the related view:
Agents
You can monitor Agents at work and change their status on the fly, according to your organization needs.
The list shows, for all the agents currently logged in the system, general and per-channel activity information.
The list of Agents Activities can be searched or filtered by Agent Status, Team or by Queue campaign clicking on:
2️⃣ Create an Interval
Section Tools → Intervals
Define when your Queue Campaign will run.
The time interval defines the time and day during which the dialer is allowed to perform outbound calls. You can create multiple sub-intervals to manage calls on different time, day or month intervals (Time intervals will work only if they are in the range defined as Global Interval of the Campaign).
Clicking on 3 dots of a created interval you can Edit Interval defining time range:
3️⃣ Create a List and Upload Contacts
Section Contacts Manager → Listto create a List
Section Contacts Manager → Contacts to Update Contacts
Upload your Contacts: the Dialer will call them and route the call to your Agents automatically.
So you have to create list and Update contacts. This would be the list of contacts to use in the queue campaign for the dialer to call. You can:
Add a single contact indicating contact data (first and last name, phone, mail…) and selecting list
import contacts from a file
update existing contacts
You can add multiple contact lists to a queue campaign and you can also create a list containing the numbers you do not want to call (in this case we call it blacklist).
4️⃣ Create Agents and Teams
Section Staff → Agents
Section Staff → Teams
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You can quickly create a new Agent that will manage calls using the XCALLY Phonebar.
In Staff section you can also create teams, which will manage the queue campaign. 5️⃣ Create a Queue Campaign
Section Motion Bull → Queue Campaigns → +
You can create any number of queue campaigns that run simultaneously using the + Add button and choose the queue campaign general parameters:
Name: the name of the campaign
Active Flag: Activate or Deactivate the Queue Campaign
Trunk created before
Time Interval created before
Check Duplicate: Choose among "Always", "Never" or "Only if Open"
Dialing Method (Progressive, Power, Predictive, Preview, Booked Progressive). Explore documentation here to find out the differences between these methods.
Parameters depending on the chosen dialing method (e.g. max concurrent calls, queue timeout, agent timeout…). Explore documentation here to find out more
And click on ADD QUEUE CAMPAIGN
Once the Queue Campaign is added, you need to edit it in order to configure its features:
selecting 3 dots of the specific Queue Campaign  | clicking Edit Campaign and using the buttons on the top bar  |
In fact you can:
Edit Campaign (explore documentation here)
Clone Queue Campaign
Add List (see step 6️⃣ )
Add Blacklist (see step 7️⃣ )
Add Team - Add Agent (see step 8️⃣ )
6️⃣ Add List to Queue Campaign
Section Motion Bull → Queue Campaigns → 3 dots menu → Add List
Associate your List of Contacts to the Queue Campaign.
In fact you need to add an already existing list of contacts to be used in the queue campaign for the dialer to call (also multiple contact lists).When you add a list in a queue campaign, all contacts in the list are placed in the Hopper and will be called by the dialer.
If you remove a list from a campaign and add it again:
only open contacts are placed in the Hopper and will be dialed by the dialer.
closed contacts (contacts that are already in the Hopper Final) will not be placed in the Hopper and will not be dialed by the dialer.
7️⃣ Add Blacklist to Queue Campaign (optional)
Section Motion Bull → Queue Campaigns → 3 dots menu → Add Blacklist
Avoid to call your blacklisted Contacts (if any).
If you have list of contacts you want to exclude from the queue campaign, you can add it as blacklist and the dialer will skip these contacts during the automatic dialing. The (black)List must be already available.You can add multiple blacklists for a queue campaign and use different blacklists for different queue campaigns.
8️⃣ Add Agents/Teams to Queue Campaign
Section Motion Bull → Queue Campaigns → 3 dots menu → Add Team/Add Agent
Associate your created Agents and/or Teams of Agents to the Queue Campaign, so they can manage the calls originated by the Dialer.
There must be at least one available agent in the queue for the dialer to start placing calls. Hence you must add agents in the queue campaign that will connect and manage contacts. You can add one agent at a time or add them all in a Team (group of agents).
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You must configure a trigger if you want to display contact’s detailed information to the agent connected to the contact. |
9️⃣ Start the Queue Campaign
Section Motion Bull → Queue Campaigns → Edit → Settings
Remember go to under the General Settings Queue Campaign and enable the "Active" switch.
The Dialer will now ready to start and originate calls, routing them to Agents according to the chosen Dialing Method.
1️⃣ 0️⃣ Monitor the Queue Campaign
Section Motion Bull → Realtime
Motion Bull → Queue Campaigns → Edit
You can check Campaign progress:
exploring results in realtime (read here documentation about Realtime View)
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viewing queue campaign logs in Edit section from Hopper/History/Final (Read here documentation about that)
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Troubleshooting
If the dialer does not start making calls, please make sure:
The queue campaign is Active
The global interval of the campaign is correct
The current time is within the time interval set
The time zone and the interval chosen for the campaign match
There are contacts in the list
There are available agent in the queue
General view
In Agents list you can see:
Name and internal number
Status, which can be:
IDLE if the Agent is currently not working on all the channels
BUSY if the Agent is currently working on one or more channels
PAUSE/DEFAULT PAUSE/LOGININPAUSE/CUSTOMPAUSE: if the Agent is in pause (one of the available types of pause or any Custom Pause defined in Tools: Pause)
ONHOLD if the Agent is currently on hold
Login Time: the time the Agent is logged in
Pause Time: the time the Agent is in Pause
Clicking on 3 dots menu you can:
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 | If the Agent is already in Pause you will see a different command menu with an End Pause command (you can also change the Pause type). |
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Add an Agent to Queue is contextual and depends on which module you open this window. Pause, End Pause and Logout are instead commands that apply to the global working session |
For all the Agents using the Phonebar (version 5.1.31.0 or later) that have the manual Screen Recording function activated and configured for the agent, there will be a special icon displaying that this feature is operational:
if not in use at the moment the icon is grey:
if in use at the moment the icon turns green:
For the Agents that have this feature configured, in the three dots command menu there is also the entry Manage Screen Recording that can be used by the Supervisor to start/stop the screen recording from realtime:
When you click on this entry, if the screen recording is off you can activated it:
Once started the available command in this section will be "Stop Screen Recording".
The Agent will be notified that the Screen Recording has been activated by the corresponding grey button on the Phonebar becoming red and blinking for the whole recording session.
Channels View
So for any available Channel installed on your XCALLY Motion server, you will see a specific column reporting the activities of the Agent:
Voice shows the following information:
Status, one among:
UNAVAILABLE: the Agent Phonebar or device is currently unavailable
UNKNOWN: the Agent Phonebar or device status is unknown (e.g. the Agent has never used them)
IDLE: the Agent is not engaged in any voice interaction (voice call)
RINGING: the Agent device or Phonebar is currently ringing
TALKING: the Agent is currently engaged in a voice interaction (voice call)
PAUSE: the Agent is in pause
Info:
the name of the queue the call has been managed (if any)the caller number (inbound) or the called number (outbound)
the phone number Alias
the call timer
Other Channels (Chat, Email, SMS, Open Channel and Fax) where the Agent activity can be one of the following:
IDLE: the Agent is not engaged in any interaction
WORKING: the Agent is currently engaged in an interaction
PAUSE: the Agent is in pause
For all the Channels, except the Voice channel, the Status can also be MAXCAPACITY when the number of the max concurrent open interactions for the Agent is reached (see Other Channels section in Agents here on how to configure this value):
Queues
The Section Queues shows the list of queue campaigns with the following information:
Logged In (SIP connected): number of agents logged in the queue and number of agents with connected/registered SIP.
Available: number of agents in the queue campaign that are available to receive calls.
Paused: number of agents paused in the queue campaign.
Talking: number of agents in the queue campaign on an ongoing call.
Busy: number of agents involved in a call in this or any other queue.
Waiting: number of calls waiting in the queue campaign.
Queue Calls Originated: number of dialed calls in the queue campaign waiting for a successful connection between an agent and a contact.
Message: status of the queue campaign (see below for messages explanation)
Method: dialing method set for the queue campaign.
Trunk: the trunk being used in the queue campaign.
Active: the state of the queue campaign (Active/Inactive).
Queue Campaign Messages
The following is the list of messages values:
Agent not logged: there are no available agents in the queue campaign
Not Active: the queue campaign is inactive
Interval is Null: the time interval set for the campaign does not exist. Hint: Check if the the time interval exists in Tools → Intervals section
Timezone Unknown: the timezone set for the campaign is unknown. Hint: Check if the name of the timezone is correct in Queue Campaign→ Advanced section
Interval is Empty: the time interval set for the campaign is empty. Hint: Check if the interval has subinterval(s) in Tools→ Intervals section.
Out of Interval (Global): current time is outside the global time interval set for the campaign. Hint: Check the global time interval setting in Queue Campaign→ Advanced section.
Out of Interval: current time is outside the time interval set for the campaign. Hint: Check time interval setting in Queue Campaign→ Settings section.
Available contacts finished: there are no contacts in line to be dialed by the dialer. Hint: The hopper is empty. Check in Queue Campaign→ Hopper section.
Rescheduled contacts: there are contacts in the hopper that have been called at least once and will be called at the scheduled time. Hint: Check in Queue Campaign→ Hopper section.
Running: the campaign is active
Trunk is Not Reachable: the status of the SIP trunk registration to motion server is unreachable. Hint: Check the trunk configuration in Tools → Trunks section.
Is Deactivated : the campaign has been disabled but there are still agents talking or originated calls.
Blacklist : the contact in line to be called by the dialer is found to be in the blacklist.
Recall Failed: the planned call has not been done
Queue Calls
The Section Queue calls shows real-time information about calls in queue campaigns.
Queue: the queue campaign the call belongs to.
Caller: the contact phone number.
Agent: the agent that is managing the call.
Duration: the time interval between when the call was answered and when it was completed.
You can hangup or transfer the call to another agent (this is only possible if the agent is in idle state) or number.
Abandoned Queue Calls
The Section Abandoned Queue Calls shows the list of the queue campaigns calls that have been abandoned before the Agent took the call:
The calls can be abandoned because the waiting time in the queue exceeded the timeout set (Reason: Timeout) or because the customer dropped (Reason: Dropped) it before the Agent answered.
The list can be filtered by:
the call start date
the Agent whom the call has been assigned to
the queue the call entered
Clicking on 3 dots menu the Administrator can
assign a call to Agents:
add/change its disposition:
Queue Parameters
The Section Queue parameters shows the list of queue campaigns and the following information:
Total: total number of calls dialed in the queue campaign, where Total = Answered + Abandoned + Dropped + No Answer + Busy + Congestion + No Such Extension + Unknown (Status not recognized by the system) + Originate Failure (The dialer fails to dial a number) + Blacklist.
Total offered: total number of queue calls, where Total offered = Answered + Abandoned + Dropped
Answered: total number of queue calls managed by agents.
Abandoned: total number of queue calls abandoned by callers.
Dropped: total number of calls dropped by the system after queue timeout expires.
Avg Hold time: average amount of time calls spent waiting in the queue.
Avg Duration: average duration of calls in the queue.
Avg Billable: average billable time in the queue.
The IVR Campaign Realtime View
The Section IVR Campaigns shows the list of IVR campaigns and the following information:
Name: name of the IVR campaign
Total: total number of calls dialed in the IVR campaign
Total Managed: total number of answered calls that have entered in the IVR
Limited: the maximum number of concurrent calls that will be originated by the dialer for this campaign
Originated: number of dialed calls waiting for a successful connection plus number of answered calls that are in the IVR
Message: status of the IVR campaign (see below for messages explanation)
Cally Square Project: the Cally Square project set for the IVR campaign
Trunk: the trunk being used in the IVR campaign
Active: the state of the IVR campaign (Active/Inactive)
IVR Campaign Messages
The following is the list of messages values:
Active: the campaign is active
Not Active: the IVR campaign is inactive.
Agent not Logged: there is no agent logged associated to the campaign
Interval is Null: the time interval set for the campaign does not exist. Hint: Check if the the time interval exists in Tools → Intervals section.
Timezone Unknown: the timezone set for the campaign is unknown. Hint: Check if the name of the timezone is correct in IVR Campaign→ Advanced section.
Interval is Empty: the time interval set for the campaign is empty. Hint: Check if the interval has subinterval(s) in Tools→ Intervals section.
Out of Interval (Global): current time is outside the global time interval set for the campaign. Hint: Check the global time interval setting in IVR Campaign→ Advanced section.
Out of Interval: current time is outside the time interval set for the campaign. Hint: Check time interal setting in IVR Campaign→ Settings section.
Available contacts finished: there are no contacts to be dialed by the dialer. Hint: The hopper is empty. Check in IVR Campaign→ Hopper section.
Rescheduled contacts: there are contacts in the hopper that have been called at least once and will be called at the scheduled time. Hint: Check in IVR Campaign→ Hopper section.
Running: the campaign is active.
Trunk is Not Reachable: the status of the SIP trunk registration to motion server is unreachable. Hint: Check the trunk configuration in Tools → Trunks section.
Deactivated : the campaign has been disabled but there are still originated calls.
Blacklist : the contact in line to be called by the dialer is found to be in the blacklist.