Every campaign has a detail screen that answers the questions you ask while a campaign runs: how far along is it, who has been called, who is still waiting, and what exactly happened to one contact. This article walks through that screen for a campaign run by human agents and for a campaign run by an AI agent. Creating a campaign is covered in "Creating and Editing a Campaign", and the list of campaigns in "Campaigns".
Open it from Campaigns in the left menu and select a campaign. Select Back to campaigns at the top to return to the list.
Watch the walkthrough
What the screen contains
| Part | What it shows |
|---|---|
| Header card | Name, status, dates, queue or AI project, segment, limits and the progress ring |
| Overview | Four key numbers and three charts |
| Contacts tab | Every contact in the campaign with its status, attempts and last result |
| Activity Log tab | A step-by-step record of everything the campaign did |
| Dial pipeline tab | AI agent campaigns only: the health of the calling pipeline |
Each tab appears only if your role allows it. If a tab you expect is missing, ask your administrator to review your role.
The header card
The card summarises the campaign in one place.
| Item | What it tells you |
|---|---|
| Name and badge | The campaign name and its status (for example Completed). AI agent campaigns also carry an AI Agent badge |
| Calendar line | Start and end date |
| Queue or AI project | Human agent campaigns show the queue they call through. AI agent campaigns show the AI agent project instead |
| Segments | The contact segments the campaign targets (human agent campaigns) |
| Refresh icon and number | The maximum number of call attempts per contact |
| Clock icon and number | Minutes to wait between attempts |
| Progress ring | Completed contacts as a percentage of the target, with completed out of target next to it (for example 4 / 7). If the campaign has no target, the ring shows a dash |
Hover over an item to see what it stands for. Use the refresh button at the top right of the card to reload the figures, and the arrow next to it to collapse or expand the overview.
Overview: key numbers and charts
Four numbers sit under the header.
| Number | Meaning |
|---|---|
| Total Contacts | Contacts enrolled in the campaign |
| Completion Rate | Share of contacts that are completed |
| Answer Rate | Share of contacts that answered a call |
| Average Attempts | Average number of failed attempts per contact |
Below them are the charts:
- Status Distribution splits the contacts by status, for example Completed and Pending.
- Result Distribution splits finished contacts by the result code the agent chose, for example Sales and Complaint. It appears for human agent campaigns only, because an AI agent does not choose a result code.
- Completion is a line that shows how the number of completed contacts grew over time.
When a campaign has no data yet, the overview says No data to display yet.
The Contacts tab
Select Contacts to see every contact in the campaign.
| Column | What it shows |
|---|---|
| Contact | Name and phone number. Select the name to open a quick card |
| Status | Where the contact stands (see the table below) |
| Agent | The agent who handled the contact. Human agent campaigns only |
| Attempts | Failed attempts out of the maximum, and the total number of calls under it |
| Next Eligible | When the contact can be called next. Shown only for contacts that are still waiting, otherwise a dash |
| Last Attempt | When the last call started, with a green tick and the time it was answered, if it was |
| Registered At | When the contact joined the campaign, and when it was completed |
| Last Result Code | The result code of the last call. Human agent campaigns only |
Sort by Status, Attempts, Next Eligible, Last Attempt or Registered At; the list starts with the newest contacts. Ten rows are shown per page, and the footer shows the number of contacts. An empty campaign says No contacts found for this campaign.
Contact statuses
| Status | Meaning |
|---|---|
| Pending | Waiting to be called |
| Reserved | Taken by an agent, who is about to call |
| Calling | A call is in progress |
| Completed | Finished successfully |
| Max attempts reached | Every allowed attempt failed, so the contact will not be called again |
| Waiting for next window | The call window is closed; the contact is called when it opens |
| Excluded | Left out, for example because it has no phone number or left the targeted segment |
Search and filters
Type in Search by contact name to find a contact. Next to the search box:
- Status filters by one or more of the statuses above.
- Agent filters by the agent who handled the contact (human agent campaigns only).
- Last Result Code filters by the result code of the last call.
Attempts
The badge, for example 0 / 5, counts failed attempts against the campaign maximum. Hover over it: it counts no-answer, busy and early-hangup calls, and successful calls do not increase it. The phone icon with a number underneath is the total number of calls to the contact. A campaign without a maximum shows the count with an infinity sign.
The contact card
Selecting a contact name opens a card with the phone number, the number of calls in the last 7 days and the date of the last call, plus Call and Profile buttons.
The Activity Log tab
The Activity Log is the audit trail of the campaign. Every reservation, call, rule decision and status change is a row, so you can answer "why was this contact not called?" without guessing.
A notice at the top reminds you that execution logs are kept for 90 days and older entries are deleted automatically.
Date range
The log opens on the last 7 days. Select the date range to pick another one: Today, Last 7 days, Last 30 days or Last 90 days, or choose dates on the calendar, then Apply.
Filters
| Filter | What it does |
|---|---|
| Search contact name | Shows the rows of one contact |
| Agent | Shows the rows of one or more agents (human agent campaigns only) |
| Action | Shows only the chosen actions |
| Result | Success, Failed or Blocked |
| Rule | The campaign rule behind the row |
Sort by Time; the newest row comes first. The list shows ten rows per page.
Columns
| Column | What it shows |
|---|---|
| Time | When it happened |
| Action | What the campaign did (see below) |
| Result | Success, Failed (it did not work) or Blocked (a rule stopped it) |
| Contact | The contact the row is about, if any |
| Agent | The agent involved, or the user who changed the campaign status |
| Status Change | The contact's status before and after, for example Calling to Completed |
| Attempt # | The call or attempt number |
| Duration | How long the call took |
| Hangup / Wrap-Up | The hangup cause and the result code |
| Rule | The rule that applied |
| Detail | Extra information as plain text, for example Auto-completed: EndDateReached |
| Conversation | The conversation ID of the call |
Actions
The Action filter lists every action the log can record. The ones you will meet most often:
| Action | Meaning |
|---|---|
| Reserved, Reservation released, Reservation failed, Reservation expired | An agent took a contact, gave it back, could not take it, or let the reservation run out |
| Call started, Call answered, Call completed, Call failed | The life of a call |
| Deferred, Rescheduled | The contact was moved to a later time, by a closed call window or by a callback |
| Max attempts reached, Excluded | The contact will not be called again |
| Status changed | The campaign was started, paused or completed |
| Dial slot issued, Origination requested, Pacing skipped | AI agent campaigns: the planner prepared a call, the call was requested, or no call was planned and why |
| Campaign auto-paused | An AI agent campaign stopped itself after repeated system failures |
Rules
The Rule column names the campaign rule that decided a row: Max attempt count, Call window, Wait between calls, Max reschedule count, Segment membership, Systemic failure guard and Pacing plan. None means no rule was involved.
Conversation ID
For calls, the Conversation column holds the conversation ID. Select it to copy the ID, for example to look the call up.
AI agent campaigns
An AI agent campaign uses the same screens, with these differences.
- The header shows the AI project instead of the queue, and no segments.
- The Agent column and filter are not there, and Contacts has no Last Result Code column.
- The Result Distribution chart is not shown.
- The Activity Log records the planning steps of the pacing planner, such as Dial slot issued and Pacing skipped.
The Dial pipeline tab
AI agent campaigns have a third tab, Dial pipeline. It shows four stages, Pacing planner, Queueing, Origination and Call outcome, with a status for each and a sentence that says what is going on and who owns it. A campaign that is not running shows its stages as Waiting. This tab is the single-campaign view of the Campaign Pipeline Health screen; the article "Campaign Pipeline Health" explains the stages and what to do about each diagnosis.
Good to know
- Dates and times follow your tenant's time zone and date format, set under Settings, Localization.
- Activity Log entries are removed after 90 days, so a campaign's older history is no longer available.
- A campaign run by an AI agent has no agent and no result code, so those columns, filters and the result chart are left out for it.