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Campaigns, recordings and evaluations

This page covers callbacks, outbound campaigns, call recordings and quality evaluations. Most of these problems are configuration questions that a customer administrator can solve in the portal. Where only Graia support can help, the section says so.

Callers aren't offered a callback​

The queue treatment skips the callback offer in several situations, even when the setup is correct. Check these causes in order.

The caller's number is withheld​

Callers with a withheld (anonymous) number are never offered a callback: there's no number to call back. You can't change this. If many of your callers withhold their number, offer them an alternative number instead (see Callers can't leave a different callback number).

The caller already has a callback request​

A number that already has a callback request isn't offered another one. This is the most common reason during tests: the test phone already has a request from an earlier test, sometimes in a campaign that's stopped and still lists the record as Newly Added.

Which requests count depends on Campaign duplicate detection level in Administration › Configuration › Voice: Campaign blocks a second offer in the same campaign, Tenant blocks it in every queue. See Duplicate detection.

The call is already ringing at an agent​

The offer only plays while the caller waits. If an agent is available, the call rings at the agent and the offer is skipped. To test, keep every agent who can take the queue's calls on a break.

The setup is incomplete​

CheckWhereFix
The callback campaign has an Announcement bundleVoice › Campaigns › the campaign › Details › ConfigurationSelect the bundle that contains offer.wav and confirmation.wav
The queue treatment has an Offer callback step, and the step lasts longer than the offer recordingVoice › Queue TreatmentsAdd or lengthen the step
The Queue node in the workflow uses that queue treatment and the callback campaign, and Callback Requested leads to a Schedule callback nodeVoice › WorkflowsSee Configure callback
The callback campaign is runningVoice › CampaignsClick Start. A callback campaign stops by itself after 30 days without new requests

The callback tutorial walks through the whole setup and has a test checklist.

The announcement files are rejected​

If uploading the callback announcements fails, check the file names and the format. The bundle needs at least offer.wav and confirmation.wav (or .mp3); an error related to the bundle's required files usually means a wrong name such as confirmation.wav.wav. Use the format your tenant accepts: A-law WAV (8 kHz, mono) or MP3. See Audio files support.

To change the wording of the offer, record a new file and upload it to the announcement bundle. Announcements are recordings, not text-to-speech.

Callers can't leave a different callback number​

By default, callers are called back on the number they called from. To let them enter another number, a customer administrator turns on Offer to use alternative numbers on the callback campaign's Callback Settings tab (Voice › Campaigns › the campaign › Details). Stop the campaign first.

The option needs three extra files in the campaign's announcement bundle, on the Callback Offer tab:

FileWhat it says
offer_alternative_number.wavPress 1 to give a different number, or 2 to be called back on the number you're calling from
instructions.wavType the number, including the country code, and end with the # key
invalid_number_repeat.wavThe number isn't valid; please type it again

See Callback offer files.

Callbacks to an entered number fail​

Callers can't type a + on a phone keypad, so a number entered without an international prefix may not be dialable. Two fixes:

  • In Country code validation for alternative numbers, on the same tab, select the countries you accept by their two-letter code (for example GB). The entered number is validated against them, and callers type only their number. If the selection is empty, validation is skipped.
  • Or tell callers in instructions.wav to enter 00 followed by the country code.

The same customer has several callback records​

Each time a caller requests a callback, the Schedule callback node files a new request. Without duplicate detection, a customer who calls several times ends up with several records.

  • Fix (administrator): in Administration › Configuration › Voice, set Campaign duplicate detection level to at least Campaign. To also cancel open callbacks when the customer reaches an agent another way, turn on Delete callback on customer connect. Those records get the status Auto Cancelled.

See Campaign duplicate detection level.

Callback or campaign records don't reach agents​

Records stay Newly Added while agents are on a break​

Records are only handed out when agents who can take them are logged in and Available. While every eligible agent is on a break, callback and campaign records wait as Newly Added. They move to Processing when an agent becomes available. This is expected.

The system keeps about 110% of the eligible logged-in agents' count of records in Processing, recalculated every 2 minutes. See Record processing rules.

Uploaded records don't arrive​

CauseCheckFix
The CSV doesn't match the campaign's templateRecords show Failed, or the upload loads fewer records than expectedClick Upload › Download CSV template, fill it in, save as UTF-8 and upload again
Phone numbers are malformedNumbers with a leading apostrophe, spaces or no country code. A spreadsheet program can add an apostrophe to keep the leading +Use the international format, for example +44…, and check the file in a text editor before uploading
The routing mode is ManualDetails › Queue PropertiesWith manual routing, agents must pick tasks from the Waiting Tasks tab. The routing mode can't be changed after the campaign is created; create a new campaign with Automatic or Hybrid routing
The campaign's queue isn't on the teamAgents › Teams › Performance Dashboard QueuesAdd the queue with the campaign's name. Agents and supervisors log out and in again
The upload list isn't refreshedLarge uploads take timeUse Refresh on the upload page to follow progress

See Upload records.

Callbacks or campaign tasks are served before waiting inbound calls​

When agents serve both inbound queues and campaigns, the queue with the lower SLA threshold goes first. If the campaign's SLA Threshold is lower than the inbound queue's, callbacks and campaign tasks jump ahead of callers who are waiting.

  • Fix (administrator): stop the campaign, and in Details › Queue Properties set the SLA Threshold higher than the inbound queue's SLA threshold. See Queue properties.

A campaign can't be changed​

The campaign must be stopped first​

An error says the campaign must be stopped before you edit it. You can't change a campaign's details, custom fields or the Process reschedules only setting while it runs. Click Stop, then Details. A campaign that has records in Processing can't be stopped until those records finish.

If the error stays although the campaign shows Stopped, log out of the portal and in again, then try again. If it persists, contact Graia support.

The campaign type and the routing mode can't be changed at all, even when the campaign is stopped.

Rescheduling is greyed out​

Only active records (Newly Added, Postponed, Rescheduled) can be scheduled again. To schedule several records at once, turn on Selection Mode, select the records and click Schedule records; the button appears only in this multi-select mode. Completed, unsuccessful and cancelled records can't be scheduled again, whatever the completion code. To call the same customers again, upload them again. To avoid duplicates, cancel the old records first or tick Clear all previously imported records when you upload. See Schedule records.

What record and task statuses mean​

Supervisors often ask about these four statuses. Unsuccessful and Cancelled by Agent are campaign record statuses (in the campaign's contact records). Abandoned and Rejected are results of the agent's task (in task reports and the Power BI data).

StatusWhere you see itMeaning
UnsuccessfulCampaign recordThe agent tried to reach the customer but the customer didn't connect (no answer, busy, rejected), or the agent closed the record without reaching the customer. In predictive and workflow campaigns: the dial limit was reached. A voicemail counts as a connection
Cancelled by AgentCampaign recordThe agent clicked Cancel & close on the task
AbandonedTask resultThe customer hung up while the task was shown to the agent
RejectedTask resultThe agent clicked Reject, which also moves the agent to RONA. A task the agent didn't answer in time is Missed and also puts the agent into RONA

See Status definitions and the Workitem result field.

An unanswered callback goes to Completed​

Agents who can't reach the customer must use Reschedule or postpone the task, not Mark as Complete. A completed record isn't tried again. Limit task dial attempts counts dials within one task, not per phone number, and resets when the task is rescheduled.

Voicemail and automatic callbacks​

  • Voicemail: callers can leave a voicemail only through a callback campaign. Turn on Enable voicemail for callbacks on the campaign's Callback Settings tab and add voicemail.wav to its announcement bundle. The message is attached to the callback request; supervisors play it from the record's Playback action, and agents before they call. Voicemails can't be sent by email.
  • Callback when no agent answers: to create a callback automatically, connect the No Staffed Agent Logged In or No available staffed agent output of the Queue node to a Schedule callback node. See Schedule callback.
  • Abandoned calls: Register abandoned calls as callbacks on the campaign's Callback Settings tab turns calls that were dropped in the queue into callbacks.

A call has no recording​

The play button is greyed out​

CauseCheckFix
The report is still loading the recordingsThe list covers a long period or many callsNarrow the filters (short date range, direction, channel, agent) and wait until the play buttons become active
The recording isn't processed yetThe call ended less than 30 minutes agoRecordings are processed in batches. Wait and check again
The call had no talk timeThe call was never answered, for example an outbound call with the end reason CustomerJoinFailed, or a caller who hung up in the queueNothing was recorded. This is expected
The agent discarded the recordingThe agent's recording toggle was Off when the call endedExpected when agents may control recording
The recording is on the other legYour tenant records only the agent leg or only the customer legAgent-leg recordings play in Historical Reports › Tasks, customer-leg recordings in Historical Reports › Conversations. See Which side of the call is recorded

In the conversation viewer, the player takes a few seconds to load. Wait before you decide there's no recording.

Which calls are recorded​

Recording is decided at three levels, from general to specific:

  1. Tenant: Recording default behaviour in Administration › Configuration › Voice.
  2. Business unit: Override global recording configuration on the business unit.
  3. Workflow path: the Set recording state node, set to record or do not record.

For example, to record only callers who agree: set the tenant default to Don't record, and add a Set recording state node set to record on the workflow path of callers who accept. Change recording settings outside working hours. See Call recording.

If there are no Call recording settings or no Set recording state node, native recording isn't switched on for your tenant. Contact your Graia account manager. Only Graia support can delete individual recordings on request.

Recordings can't be paused​

Native recording has no pause or resume, also not while the customer is on hold. If agents may control recording, the recording toggle only decides whether the recording is kept or discarded when the call ends. See Keep or discard the call recording.

An evaluation doesn't save or shows wrong scores​

Quality scripts are created and changed by Graia support. To get a new script, or a change to an existing one, ask support.

The evaluation fails to save, or the score is above 100%​

If the script ends successfully but nothing is saved and no email is sent, or the total score is above 100%, the quality script needs a correction. Ask Graia support to check it, and send the script's name and an example task. Evaluations already saved keep their old score.

A new quality script isn't in the list​

Only scripts with [QM] in their name are offered in Script used for evaluation. If a script you expect isn't listed, ask Graia support to check its name. See Evaluations.

An evaluation was submitted by mistake​

Evaluations can't be deleted. If you evaluate the task again, the new evaluation is added as a second evaluation; the first one stays.

A user can't evaluate, or doesn't get evaluation emails​

The user can't open the evaluation form​

An evaluator needs all of these. A customer administrator sets them up:

RequirementWhere
A role with Read and Update on Historical Reports & InsightsAdministration › Roles. See Edit a role
Scripting access set to UserAdministration › Users, or Agents › Agents › User Details for agents and supervisors. See Scripting access
For live evaluation: agent Type Supervisor, in a team with the agentsAgents › Agents › Agent Configuration
On tenants with business units: the same business units as the agents they evaluateSee Business units and portal reports

The user logs out of the portal and in again after a change. An error that evaluation isn't available in the monitor window means there's no [QM] script or access is missing.

The evaluation email doesn't arrive​

  • Email missing: check the recipient's junk folder and that your mail system doesn't block the sender. Check that the user has only one account: a user with two accounts under different email addresses may not get the email.

See the quality management tutorial for the full setup.

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