Activate 3 Support Manual

Activate 3 Manual

Manager Guide

Content

Introduction

Getting Started

Creating an Agent

Setting Up a New Project

Adding An Agent to the Project

Changing Special Fields

Adding a List

Adding and Editing Scripts

Adding Special Fields

Changing the Font

Adding a Text Box

Adding a Dropdown Menu

Adding a Check Box

Adding a New Script in the Editor

Dispositions

Adding a Disposition

Creating an Event

Dialer Options

Adding a Recorded Message (Optional)

Email

Adding an Email

Adding a Special Field

Adding an Attachment

Reports

Selecting Dates

Exporting Data

Project Summary Report Excel

Project Detail Report Excel

Other Reports

Do Not Call

Creating a DNC Source

Adding Phone Numbers to the Source

Finding and Removing a Number in the Do Not Call List

Prospect Searches

Editing Records in a Search

Tagging Records

Saving and Reusing Searches

Telemetry

Project Telemetry

Agent Telemetry

General Agent Telemetry Information

Real Time Agent Monitoring

Glossary

Introduction

The Manager is the central control panel where you have the ability to change and manage all elements of your calling projects. It is a powerful program that allows you to quickly load lists, change scripts, monitor telemetry, pull data, and more, all with easy to use tools and a visually rich interface.
To download the Manager, request the link from one of Activate’s staff members and we will be happy to provide that information to you and any other members of your staff that you request.


Getting Started

Once you have downloaded the Manager, install it and it will place an icon on your desktop. Click on this icon to launch the Manager and get started using

Clicking on this icon immediately brings up the Login box. Type the User Name and Password provided by Activate’s staff into the box to log in to the manager application. To keep the login information saved in the text boxes, check the “Remember Me on Next Login” box. Click OK to log in to the manager window.

The manager window has several important areas. One of the most important areas is the Account dropdown menu and the Project dropdown Menu. The project that you have selected will be modified by the graphical buttons at the top of the manager window and some of the buttons alongside the account project dropdown. The functionality of these buttons will be discussed in detail later.


The first part of the Manager that this user guide will take you through is the Project Wizard. The Project Wizard, along with several other critical functions such as creating, copying, finding, activating and deactivating projects, are located near the Account and Project dropdown menus.

The only Account in the Account dropdown will belong to your campaign or organization. The Project dropdown will contain all of your Account’s different projects.

 

Of the buttons next to the Account dropdown Menu, only one is necessary for creating and managing your account.

  The gear icon next to the Account dropdown will launch the Account Settings window, which will be discussed in detail later

Notice the buttons by the Project dropdown menu. Their functionality is detailed below.

 The “+” button located next to the project dropdown will launch the Project Wizard
 The “X” button located next to the Project dropdown will remove a project. Since a removed project cannot be recovered, it is better to disable a project

 The Magnifying Glass icon will bring up the Project Search box. The Project Search box will allow you to search for a specific project by name or partial name. If the name is found, your project will be selected in the Project dropdown menu.

 The Copy icon will bring up the Copy Project Box. Selecting Yes will make a copy of the Project selected in the Project dropdown menu.

 The lightning bolt icon will make the project selected in the Project Dropdown menu active and ready to take calls.

Creating an Agent

To use a project in it is necessary to have a way for your volunteers to access the agent software. Since an agent can be attached to multiple projects, you should have an overview on how to create one before creating a new project. You don’t have to create an agent before creating a project, but the agent’s information can be easily added to all projects on your account.


To create an agent, click the Account Settings button next to the Account dropdown menu, and select the tab labeled Agents. To add a new agent, click the Add button in the top right corner of the tab. This will bring up the Add Agent box, where the new Agent’s username and password can be entered. Clicking OK creates the Agent, allowing them to log into the separate Agent software using the User Name and Password in the box.

Once the agent is created, their login information will appear in the Agents tab, where it can be edited. To edit an agent’s login information, double click on the User Name or Password. Type the new User Name or Password, and press Enter to change the login information.

 

Setting Up a New Project

The core functionality of allows you to easily create projects through the interface. To add a new project, click the “+” button to bring up the new project box. Enter a name, and the new project will appear in the Project dropdown menu.

The project can now be set up to your specifications. To begin calling, the project will need a list, script, agent, and Caller ID

Adding an Agent to the Project

Now that the project is created, you’ll need to add an agent login to allow your users to access it. Adding agent accounts will allow users to log on to the agent software and contact added records. To add an agent login to your project, click on the Agents Button.

This will bring up the Agents window. There are three buttons on top right side of the Agents window.

 The “+” button lets you add agents. Pressing it will bring up a box containing every agent you have created for the account. To add an agent, highlight the agent’s name in the box and press OK.

The agent’s name will appear on the window, and users will be able to access the project through the agent software. You can add multiple agents to a single project.

 

 

 If an agent has been wrongly added, pressing the “X” button will bring up a dialogue box allowing you to remove the agent from the project.

If an agent has been added recently, pressing the refresh button will refresh the list of agents, which should bring up agents added by other managers or Activate staff.

Changing Special Fields

Special information fields can be used to store information in a script that is not part of  pre-made set of data fields for a script in . Common examples of data that is mapped to a special information field and displayed in a script include email, age, voting district, and gender. This information can then be mapped to these fields and stored for later recall or editing on a script. In addition to repeating information,  can also allow agents to input information through the scripts. To organize this information in the program, it is often helpful to label these fields before mapping the information or adding question fields in the script.


To label a special field, press the button labeled “SP. Info” at the top of the screen to bring up the Special Information Window. There are two types of field that can hold data in  These include Special information fields and Private Data fields. Private data fields can only be read by users, while a user can edit data in a special fields.
To change the name of either a special information field or a private data field, click on the Alias of the field you would like to edit, and the title will turn into a text box. Type the new name of the field into this text box, and press the tab key, or click on another text box to save your changes. 

 

Adding a List

In order to contact individuals, it is necessary to have a list of records containing names, phone numbers, and information you would like your agents to view. To add a list, click the Lists button on the top of the window to bring up the List window, and click the Add button in the top right corner.

 


This will bring up the Add Files window, where list files in .xls, .xlsx, .csv, .txt, or .zip formats may be selected and added. A list file can be added by dragging and dropping the file from a folder in Windows to the box on the left side of the window, and clicking the Next button in the bottom right hand corner.

Once the files have been added, clicking the Next button will bring up the Map Files window, which allows information from file columns to be mapped onto fields. Mapping the phone number column is crucial, as it allows the list to be called, while other fields can be displayed or recorded over in the script, depending on preference. To map a column to a field, go to the column’s row, hover over the field’s Pos value, and double click. The value in Pos will become a text box, and the desired field can be mapped by typing in the column number on your keyboard and pressing the tab button. Once the desired column number has been typed in, press tab, and the column header will appear in the Example column. Once every column with information you want to include has been mapped, click the Next button at the bottom right corner of the window to continue.

 

Before moving on, there is a feature that makes mapping full names easier. If you have a list where contacts’ full names are contained in a single column, map the column with full names to both the first and last name fields, and the program will bring up a box asking you if first names are first. Clicking yes will map the separate first and last names to the first name and last name fields, allowing you to use the first and last name mappings in scripts, emails, and reports.
C:\Users\Ben\Desktop\Full Name Box.png

 

The program will then ask if there are any states you do not want to call. In this window, checking the box next to a state will prevent records with numbers originating in that state from being called. If records in few states need to be contacted, then clicking select all will check the boxes next to all states, and the desired states’ boxes may be unchecked. If all states need to be contacted, clicking unselect all will open all records for contact by unchecking the boxes next to each state.

C:\Users\Ben\Google Drive\Ben's Activate Folder\Manual Project\Screenshots for Manual\Dont Call States.png

 

Similar to selecting states, time zones that you do not want to contact can be excluded. If the box at the bottom is left unchecked, then the program will separate the phone numbers into by time zone, which can be called separately. Checking the box will combine all records into a single list. 
C:\Users\Ben\Google Drive\Ben's Activate Folder\Manual Project\Screenshots for Manual\Don't Call Time Zones.png

In the Options window, there are several options for dealing with duplicates, individuals you do not want to call, ordering and format.

  • Internal Duplicate Check will prevent a record that occurs twice on a single list from being called twice. This prevents the same household from being repeatedly contacted, and leaving it checked is recommended.
  • External Duplicate Check will prevent a record that occurs in another enabled or disabled list in the project from being contacted a second time.
  • Phone DNC Check looks at numbers at the phone do not call list, and prevents numbers on the list from being contacted.
  • VoterID DNC Check checks numbers on the VoterID do not call list, and prevent numbers on the list from being contacted.
  • Randomize List will change the order of the records randomly. This prevents calling directly down the list
  • Remove Cell numbers windows the list for cell phone numbers and removes them from the list as well.

Once you’ve selected the preferred options, click next in the bottom right corner of the window to move on.
 C:\Users\Ben\Google Drive\Ben's Activate Folder\Manual Project\Screenshots for Manual\List Options.png

The Results window will appear. This window will tell you how many phone lines are valid and available for calling, and how many will not be called. Checking the Post Valid Only box will prevent any of the invalid numbers from being added to the list. If you want to look at the invalid numbers, they may be exported to a .csv file by pressing the button next to the text box at the bottom of the window, and selecting a .csv file that you have created in excel when prompted. Once you are satisfied with the results, click next in the bottom right corner of the window to move on.
C:\Users\Ben\Google Drive\Ben's Activate Folder\Manual Project\Screenshots for Manual\Results Page.png

 

This is the final window before the list is posted, which allows you to control whether you want to start calling the new list immediately. Attempts, Weights, goals, and Script Override have been optimized for calling, and should be left alone. The enabled check box allows you to enable the records for calling once they’ve been posted, or leave them disabled until you’re ready to call them.
Once you are satisfied with the goals and weights you’ve selected, click post in the bottom right corner of the window to add the list to possible callable records.
C:\Users\Ben\Google Drive\Ben's Activate Folder\Manual Project\Screenshots for Manual\Goals and Weights Page.png

Once a list has been posted, it will appear in the list window. Some of the features you may need are described here

  • The Add button allows you to add a new list of records
  • Delete will permanently eliminate a list.
    • WARNING! Deleting a List from a project should never be used. Deleting lists damages the project’s ability to deliver accurate reports. Instead of deleting a list, double click on the list’s enabled status, and use the dropdown menu to change it to False. The list will no longer be called, and if you have the Hide disabled button checked it will stop appearing altogether.
  • Refresh will refresh the list window. If a list has been added remotely, clicking refresh will make it appear here.
  • If you decided to disable a list, Double clicking on the list’s enabled status, and clicking on the arrow will bring up a dropdown that will let you change whether a list is enabled. Once you’ve changed it, pressing the tab key hides the menu.
  • If you don’t want to see disabled lists, checking the Hide Disabled checkbox in the bottom left corner will hide any list whose enabled status is False.
  • If you added several lists together, the group checkbox holds them together. Unchecking this box allows you to sort the lists.
    • Once the group box is unchecked, Lists can be sorted by clicking on the title of the column you’d like to sort by.
    • Holding control and clicking on multiple columns lets you sort by each column clicked.

C:\Users\Ben\Desktop\Screen Shot 2014-01-09 at 2.31.20 PM.png

  • Lists can be enabled or disabled from this screen. To change a list’s enabled status, double click on the enabled status, and select the preferred status from the dropdown. Once you’ve changed the status, press tab to save the results.

  • A list will be only be called between the start time and end time. To change a time, double click on the time you’d like to change, and type in the new time. Once you’ve typed in the preferred time, press tab to save the time.

 


Adding and Editing Scripts

After you have finished adding a list, the next step is to create or enter in a script that will allow the agents to collect information from individuals in your records. To create or edit a script in , click the scripts button to bring up the text editor.

 Very Important: There has been a change from the last version of manager software in how scripts are created and saved. Before navigating away from the scripts section, it is necessary to save any changes made to the script. This can be accomplished by pressing the Save button, or by going into the File dropdown menu and selecting the save option.

 

Adding a customized script can be accomplished by cutting and pasting formatted text from Microsoft Word into the editor and pressing the save button, or selecting save from the File dropdown menu. In addition to accepting pasted text documents, the Scripts Window has several features that allow you to more easily create and edit your script through .

Adding Special Fields

The  Scripts Window makes adding custom fields simple. Suppose you have copied a script from Word into the editor, and you want to make your contact’s first name a part of the script. To place your contacts’ first names in the script, click where you’d like the name to appear. You can add a special field in two ways.
 Pressing this button will bring up the menu that allows you to add special fields.

Or go to the edit dropdown menu, and select Insert Field Token.

A box will appear with all special field options, including any special field names created in the Special Information window. Select the special field you’d like to include and press OK.

A field token will appear in the location you have selected, in the same font and color as the surrounding areas.

If you are satisfied with the new field’s placement, make sure to save your work.

Changing the Font

If you like your script, but would prefer a different font for the text, select the text you would like to change, and click on the font dropdown menu.

Opening the font dropdown and choosing Select Font will open the Font box, allowing you to make any desired formatting changes. Once you’ve selected the preferred font, font style, and size from the scrolldown menus, press OK, and the selected font will be applied to the text. If you would like text underlined or struck through, you can check the boxes next to underline or strike through. Once you’re finished changing the format, make sure to save.
C:\Users\Ben\Desktop\Screen Shot 2014-01-13 at 4.21.27 PM.png

 

 

Adding a Text Box

The most important script options in  allow agents to directly interact with the script, recording data and information that can later be accessed through reports. The most open ended recording option is the text box, which allows agents to type information directly into fields which can later be retrieved in reports.
To add a text box to a script, click where you’d like to add the text box and click on the edit dropdown menu

 

Clicking Insert Text Box Field will bring up a menu that lets you add a text box to your script. There are three options that you can use to customize your text box.

  • Field lets you choose which special information field will contain the data recorded in the text box. It is recommended to label the special information field you would like to use, and the label will appear here for convenience. When you have more than one box or menu to record information, going in descending order is recommended (So if the first special field used was called SP01 before labeling, then the next should be SP02, SP03, and so on…)
  • Length lets you determine how many characters the text box will allow your agents to type, up to fifty characters.
    • Very Important The maximum amount of recorded data in any text box is 50 characters. Any more than that will not be recorded. For this reason, we recommend using multiple text boxes when more than fifty characters are needed.
    • This segment of text has exactly fifty characters.
  • Nudge controls how far from the screen your box will be placed. It has been optimized for use with the script, and does not need to be altered.

Once the text box is to your specifications, click OK, and the box will be placed. If the position is correct, make sure to save your work.  You can also see how the text box will look to your agents by clicking the preview tab in the left hand corner of the script editor, next to edit. You will still be able to go back and save if you use the preview tab, but once the box has been placed where you want it, make sure to save your work.

 

Adding a Dropdown Menu

If you would like your agent to select a response from a list of options,  supports the creation of dropdown menus within the script. To create a dropdown menu, click where you’d like the menu to appear within the script, go to the edit dropdown, and select Insert List Box Field.

Selecting this option will bring up a box that allows you to add a dropdown menu to the script.

 

  • Field lets you choose which special information field will contain the data recorded in the dropdown. As with text boxes, it is recommended to label the special information fields used in the Special Information window, and the label will appear here for convenience. When you have more than one box or menu to record information, going in descending order with special fields is recommended.
  • Options lets you customize the options your agents can select from the dropdown menu. To create a menu option, press enter and type your selection. It is recommended that you leave the first option blank, as the first line will be considered the default and recorded across
    • Important Commas should not be used in dropdown options. Since commas are how  differentiates between menu lines, including any in your menu entries will confuse the program.
  • Length lets you determine how many characters the dropdown menu will show, up to fifty characters.
  • Nudge controls the indent of the menu. It has been optimized for use with  scripts, and does not need to be altered.

 

Clicking OK will place the dropdown menu in the script. You can view the dropdown by pressing the preview tab in the top left corner of the Script editor. If the list box is to your preference, make sure to save your work before moving on.

 

Adding a Check Box

The final option for interacting with the script allows you to add a check box. To add a check box to the script, click where you’d like the box, and select Insert Check Box Field.

 

There are several customization options when you add Check Boxes to

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Very Important All check boxes must have text entered in the Value box. Failing to have some text for a value will result in blank entries to the special field.

 

  • Field It is necessary to choose a unique field before adding the check box.
  • Value The value box lets you decide what text will be recorded in the chosen special field.
  • Length Although check boxes come in one size, this can be increased slightly for aesthetic reasons.
  • Nudge allows you to slightly alter the indent of the check box. It has been optimized for use with the script, and does not need to be altered.

Once you have added a value and selected an appropriate special field, press ok, and your check box will appear in the editor as text. Seeing the box as it will appear to the agent can be accomplished by clicking the preview tab in the top left corner of the editor.

 
Adding text in front of the check box is possible, but make sure to add a few extra spaces at the end of the text to prevent overlapping.


This will allow you to add some text to the front of the check box for clarity, which you can view by clicking the preview tab.

Once you’ve placed the check box where you want it, make sure to save your progress in the editor before moving to another window.

 

 

 

 

Adding a New Script in the Editor

Pressing the New Script button on the toolbar, or selecting New in the File dropdown menu will bring up a window that lets you create a new script. Simply type in the name you’d like the new script to have, and a script will be created for you.

 

 This brings us to a blank script screen, which you can edit freely.
C:\Users\Ben\Desktop\Screen Shot 2014-01-13 at 1.53.17 PM.png Dispositions

When your agents have finished talking to a contact,  prompts them to provide a brief summary of the conversation, known as a disposition. Selectable Dispositions can be viewed, added, and generally customized by clicking the button marked Dispo. bringing up the dispositions window.

The dispositions window automatically shows all dispositions created by the manager, and there are several columns that should be noted.

  • Time Mode and Time Value let you select the amount of time the Manager will take to move to the next step. For instance, if the disposition is reque, Time Mode is in minutes and Time Value is fifteen, then the manager will make the record callable after 15 minutes.
  • Name is the Name of the disposition. If the disposition is
  • Reque refers to whether a Disposition will return or remove the contact from callable records. If Reque is true, then the individual will be returned to the list of contactable records and can be reached again. They will be taken out of the callable records and will not be called again if Reque is false.
  • Display tells you whether or not a disposition will be available to the agent. If Display is true, then the agent will be able to see and select the disposition through the agent software. If it is false, the agent will be able to see it,
  • Hit is a new way of notifying you when a particular disposition has been selected. If hit is marked true, then you will be notified when agents select this disposition on the project and agent telemetry screens.
  • Event tells you if an event has been set up for a disposition. Events will be discussed in detail later.

Adding a Disposition

To add a new disposition, click the Add button in the top right corner of the screen to bring up the Add Disposition Box. Type in the name of the Disposition, and it will appear on the Main Screen.
Important: The software will not allow you to delete a disposition, as deleting a disposition has the potential to damage the data. If you do not want a disposition to be used, setting its display option to false will prevent agents from using it.

C:\Users\Ben\Desktop\Add Disposition Box.png

 

Once the Disposition has been added to the main screen, you can customize it by changing the options described above. To change any of the options (except for events, which must be created separately), select the row, and double click on the option you’d like to change. A dropdown menu will appear, allowing you to change the option to your preference. Once you’ve finished changing an option, click anywhere else on the screen, or press tab to close the menu.

Disposition names can also be edited from the Disposition screen. To change a disposition name, double click on the name in the main screen, and a text box containing the name will appear. Type what you’d like the new name to be in this box, and click anywhere else on the screen or press tab to close the text box and save your changes.

C:\Users\Ben\Desktop\Screen Shot 2014-01-15 at 2.34.48 PM.png

Creating an event

Part of creating a disposition can involve adding events, which are actions that will be taken take automatically upon ending the call. To add an event, select the preferred disposition, and press the events button in the top right corner of the disposition window. This will bring up the events box, allowing you to add one of two events to a disposition.

  • Copy prospect to another project lets you select another project on your account and add the record of the last individual contacted to the new project. To select this option, click the check box in the top right corner, and select the project where the record should be added. Then, click OK to add the event.

  • Send Email lets you send a customized email to the individual contacted, assuming you have a valid email address in a field, and an email added to  We’ll talk about adding emails to send elsewhere, but to do so, start by checking the check box across from Send Email. Then, select the email which you have added in the Email window, and the special field which contains the recipients’ email addresses. Once you’ve done this, click OK to send an email when the disposition is selected.

 

Dialer Options

Accessing the dialer options can be accomplished by pressing the button marked Dialer Opt. There isn’t a lot you need to change on dialer options to set up a new project, but there are two things you need to change in order to finish a project.

 

 

Caller ID is put into the system here. Since using software like  is illegal without a real caller ID, you’ll want to make sure you have one typed into the Caller ID box in the dialer options window. The Caller ID can be any valid phone number, but it’s preferable that the number is connected to voicemail, in case someone decides to call back. Once you’ve typed in the Caller ID, click the apply button to save the changes.

In addition to Caller ID, the number of phone lines are chosen here. There isn’t a specific number of lines that should be selected, but at least one is necessary to allow calls to go through.

 

Another feature you’ll need to change is the pace. If agent is waiting a long time before reaching a contact, it makes sense to increase the pace. If you notice a large number of calls dropping, either through project telemetry or reports, lowering the pace is a good response. You’ll want to keep an eye on the number of dropped calls through the project telemetry, and find equilibrium between the agent’s wait time and the number of drops.

 

 Once you’ve finished editing the dialer options, click the apply button to save your changes, and press the lightning bolt next to the project dropdown to finish getting your project up and running!

Adding a Recorded Message (Optional)

In addition to reaching individuals directly by phone,  allows you to contact individuals who were unavailable to speak when you were calling. These contacts can be made by recording a message which will be left on voicemails. To create a message, go to the dialer options, and press the record button in the bottom right hand corner of the screen to bring up the Record Prompt box and begin recording.

Once you see the Record Prompt box, make sure you have a microphone attached to your computer, and press Record. Once you have finished recording your message, press Stop to end the recording. You can listen to the recording by pressing Stop, and then pressing play). If you like way the record sounds, you can save it by pressing Save, otherwise press stop, and press record again to overwrite the message. Activate will prompt you to click the Apply button to save your changes.

 

If you want the new message to appear on individual voicemails, check the Play Message On Machine Detected box next to the Play and Record buttons, and press the Apply button in the bottom left corner of the screen to save the changes and leave the message on all answering machines.  

Email


One of the features of  allows you to send an email through a disposition. In order to send an email, you’ll have to create and store it. To create, store and view your first email, click the button marked email to bring up the email window.

  • Add lets you add a new email. It is discussed in more detail below.
  • Edit allows you to make changes to a created email.
  • Clicking Delete lets you delete a selected email.
  • If someone adds an email in another location, clicking the Refresh button will refresh your list of emails.

 

 

Adding an Email

To add an email, click the add button in the top right corner of the window. This will bring up the Add Email Box, where you will be prompted to enter the email subject. Once you’ve entered the subject, press OK to continue.

After entering a subject, the Email Dialogue Box will open. The email dialogue box will allows you to enter your email’s text, the email you’d like to send information from, and add attachments.

  • To should generally be left blank, as you’ll deal with assigning individual addresses in the disposition event. It should only be used if you’re sending all emails to one specific address, otherwise the email is put in by a disposition event.
  • Subject is both how your email will be named in the email window and the subject line seen by the recipient.
  • From is the email address people will see the email as coming from.
  • BCC will send the email to a single address. We recommend sending it to the same email address used in From, allowing you to examine sent emails.
  • Body is where the text body of the email goes. At the moment, the email body can only contain pure text, and does not support hyperlinks or pictures.

Adding a Special Field

When sending emails,  easily supports adding contacts’ personal information to each message. To add personal information from a data field, place the cursor where you’d like the information to appear in the email body, and then click the Add Token button below the Body. This will bring up a window that lets you select the special field you’d like to see included in the email. Select the preferred special field and click OK.

 

 

The field will appear where the contact’s information will appear in the email body. If you have labeled the special field, it will have the alias given to it in the Sp.Info window, while the Email Dialog box will show it by the actual field name. If you are satisfied with the field’s location, it will be saved when you click OK.

Adding an Attachment

In addition to text, your email can contain multiple attachments. To add an attachment to the email, click the Add button in the bottom right corner of the Email Dialogue Box, and save the attachment of your choice from the hard drive.
If you decide you no longer want an attachment with an email, you can get rid of one by pressing the Remove button

Once you’ve finished editing the dialogue, press ok to save the email. The new email will appear on the email window. If you want to go back and change anything about your email, highlight it in the Email window, then click the Edit button in the top right corner of the Email window to bring up the Email Dialog box again.

Reports

 allows you to get a more in depth understanding of the contacts made through the creation of several different kinds of reports. To access the available reports, click on the Reports button.

Important: If you have more than one project in your account, the reports window will only create reports for the project currently selected in the Project Dropdown. Select the desired project from the Project dropdown, and you’re ready to create new reports.

 

 
The reports window is where you interact with the collected data and get information on the selected project.

Selecting Dates

To create a report, you’ll need to first select a date for the start and end of the report. To change a date, click on the calendar in the right hand corner of the date’s text box to bring up the Calendar Menu.  From here, you can select a date using the arrow keys in the top left and right corners of the calendar, and clicking on the preferred day. If you’d prefer the current date, clicking on the date at the bottom of the Calendar will select today as the chosen Date.

If you’d prefer not to use the Calendar Menu, dates and times can also be changed in the Start and End Date text boxes. To change a date using only your keyboard, click on the part of the date you’d like to change in the text box, and type in the preferred value. Once you’ve got the date and time you want, you can move on to selecting the reports to create.

 

Exporting Data

The  manager software makes exporting and examining collected data simple. To export your data, select the dates you’d like to export data from, and, click the checkbox next to Export Data. Click the Create Report button, and Activate will ask you where you’d like to save the report and a title. Once you’ve answered these questions,   will export your data as a .csv file, which can be examined and opened in Microsoft Excel.

 

Project Summary Report Excel

The Project Summary report in Excel gives you a powerful overview of the status of a project, and can be created on any computer running Microsoft Excel. To create a Project Summary Report, select the dates you’d like information on, and check the box next to Project Summary Report Excel. Once the box is checked, click Create Report to generate a temporary file containing the Project Summary Report in Microsoft Excel, which can be saved in whatever formats are needed.

The Project summary report displays the status of the campaign between the dates listed at the top of the screen, as well as the account and campaign names.

  • Universe displays to the total number of records, including those that are not available.
  • Records used displays the number of records that have been reached and will not be called by the software again, either because the agent disposition has been set not to reque, or because the system was unable to reach the record.
  • Records Available displays the number of records available to be called.
  • Penetration displays the ratio of Records Used to the total number of Records to show how much of the universe has been called.
  • Project summary displays information about the project status in terms of the called records.
    • Total Contacts displays how many records have been connected to an agent through the agent software.
    • Total Dials displays the number of records called by the software
    • Minutes Used displays the number of minutes agents have been available to be contacted.
    • Contacts per Minute displays the number of contacts reached divided by the number of minutes used.
    • Patch Throughs per Minute displays the number of people patched through to a preset number by every available minute. If patch throughs are not a part of your project, this will be blank.

In addition to the counts and graphs of all collected agent dispositions, the project summary report also displays the information about the number of dispositions left both by agents and the software. The agent and system disposition boxes will display this information as counts, a percentage, and pie charts.

Project Detail Report Excel


The Project Detail Report in Excel allows you to get a closer look at information collected in one or more special fields. To select this particular report, select the dates and times the information you want was collected, and check the box next to Project Detail Report Excel (the computer this is being used on will need Excel installed). Then, check the box in the scrolldown menu next to the special fields containing the information you’d like summarized, and click Create Report. The Project Detail Report will open in Excel as a Temporary file, which can then be saved to any spreadsheet format in Excel.

This is an example of a Project Detail Report in Excel. A project Detail report displays the counts of dispositions and responses recorded on each selected date, and it displays the total responses and dispositions collected between the selected dates as a set of percentages, allowing you to get a sense of the project’s and the special field progress over time.

 

Other Reports

In addition to exporting data, there are many other kinds of reports you can create in . To create any of these reports, check the box next to report you want to create, select your preferred date range, and press the Create Report button.

  • The Agent Report gives a summary of agents’ progresses by listing out their dispositions over the selected date range.
  • The Call Detail Report gives an overview of the way calls have been dispositioned by your agents and the system dispositions used by .
    • When working, put stuff on Average Call Length Summary Here
    • Connected Duration Summary too.
    • There are three options for exporting to File
      • Inbound lets you save information on all inbound calls. This isn’t generally necessary for predictive dialing.
      • Outbound lets you save information on all outbound calls, but this is performed in more detail within the Project Summary Report.
      • Manual is not supported.
  • The Datasource Summary Report tells you how many records have been called in each currently active uploaded list. It also lets you know whether the records are complete, and won’t be called again, or are incomplete, and can still be called.
    • Checking the box labeled detail report adds a more detailed summary of data sources. By list, the summaries include:
      • How often each disposition was used,
      • The disposition used when a record reaches too many attempts, and will not be called again.
      • The number of attempts made on callable records
      • The number of records in each time zone.
    • Checking Include Disabled will include any disabled lists in the detail reports, But it won’t add them to the list that would appear in the Datasource summary report
  • Called Datasource Report creates a summary of dispositions used for each uploaded list, including disabled lists.
  • Hit Summary Report creates a list of prospects whose last call disposition generated a hit. The report includes the prospects’ names and phone numbers, and the agent who dispositioned the call.
  • Project Summary report creates a general summary of the calls from the software’s perspective, describing how many connections were made, whether they reached your contacts or were screened, how many were dropped, and how many hits were made. This report separates this information by date as well

 

Do Not Call

You may find it necessary at some point to prevent one or several phone numbers from being called. This has been retooled in the new manager, and is much more streamlined from the previous version.
 To bring up the Do Not Call window, click on the Account settings Icon next to the account dropdown, and click on the tab marked DNC.

 

Creating a DNC Source

To add phone numbers to the DNC, you’ll first need to create a source to contain your number. Activate allows you to create such a source through the DNC Window. To add your first number, click the Create New Source Button. This will bring up a window that allows you to create a place to keep numbers. 

Type in the name for your DNC, and press OK. The new source will appear in the DNC Window, and you will now be able to add numbers to it.

Adding Phone Numbers to the Source

 

 

Once you’ve created your first source, you can add numbers to it from the DNC window. To add a number to the source, select the source by clicking on it, and click the button titled Add Phone Numbers To Source to bring up the Append DNC List box. To add a single number, click the button next to Add Phone Number, and type in your phone number, making sure to include the country code (1 in the U.S.) at the start of the number. Once you’ve input the number, press OK to add it to your source, and ensure that the number will not be called again from any of your projects.

In addition to adding a single number to your source, it is possible to add a file with multiple numbers in a single column. Once you’ve created a source in the DNC Window, click the Add Phone Numbers To Source Button. This will bring up the Append DNC List box. To add your file, click the … button next to the File Box. This will allow you to add a file in the .txt, .csv, .xls, .xlsx, or zip format from your hard drive. Once the file has been added, a selection of the file will appear in the Sample box. You’ll need to select the Phone Column, matching it with the column of phone numbers in the file. Once you’ve selected the column, click OK, and the numbers will be added to the source, ensuring that they will not be called.
C:\Users\bjr\Google Drive\Ben's Activate Folder\Manual Project\Screenshots for Manual\Censored Append DNC.png

 

 

Finding and Removing a Number in the Do Not Call List

 

In addition to adding or removing DNC’s Activate allows you to look through the list of do not call Numbers, and if a number is included in your DNC wrongly, it allows you to remove it as well. To find out if a number is part of the DNC, click the find button in the DNC window, type the number in the find DNC box (making sure to include the country code), and press OK.

 

 If the number is a part of your DNC, it will appear in the second box from the top, displaying the phone number, the DNC Source, and the date the number was added to the system

 


To remove the number from the DNC, click on the number, and press the Remove button. The program will verify that you want to delete the selected number, and clicking OK will remove the number from the DNC.

 

 

Prospect Searches

 


 supports the search and editing of all records uploaded to the manager software. To start looking through the available prospects, press the Prospect Search button to bring up the search window. From here you can search through all records attached to a particular project or account.  

 

To start a search, double click on the row with the field you’d like to search by. A box will pop up with the field name in the top left corner (firstname is used as an example.)

 

First, select your operator. There are three options for potential operators for data fields,

  • = lets you select fields with exactly the same text
  • IN lets you add multiple values to your search.
    • To add another value, type the new value nto the value box, and click Add. Once you’ve added all desired values, you can click OK, and the search will look for all included values.
  • LIKE gives you values that have a similar pattern, but otherwise works like =
    • By surrounding a text field with ‘%’, you can find any pattern containing that text.
    • For instance, searching first name values using “%Jon%” and the LIKE Operator would give you not only Jon, but also Jonathan, Jonny, Linda and Jon, and any other first names that include Jon.

 And six more for dates

  • <> Not equal to, returns all values that doesn’t occur on the searched date.
  • > Greater than, returns all dates after the searched date, but not including the searched date
  • >= Greater than or equal to returns all dates after the searched date, and including the searched date
  • < Less than returns all dates before the searched date, but not including the searched date
  • <= Less than or equal to returns all dates before the searched date, but not including the searched date
  • Is Null lets you look at records where no value has been assigned. This is useful for dates when no one has called, for instance

Once you’ve selected your operator, type the text you’d like to search for in the box marked VALUE, and press the Add button. Your Text will be saved in the box on bottom, and if everything is to your liking, click OK.

The search will appear in the main screen. You can specify multiple fields by double clicking on other fields and specifying a value and text.  

Once you’ve finished selecting your search terms, press the Find button to bring up the records that match that field on the right hand side of the screen. The number of records that matched your search is displayed in the bottom Left hand corner of the screen, next to “Found:”.

To perform a new search, click the Clear Query button in the middle of the screen to permanently delete all unsaved search operators and values and return the prospect search to its original state.

Editing Records in a Search

Once you’ve made a search, it is possible to edit a record within that search. To edit a record, highlight the row containing the record you’d like to edit, and double click. This will bring up the prospect box, where you can edit your prospect’s information. The Prospect’s information can be edited by typing in the new information under the box, and clicking OK.

It’s also possible to change information in the prospect’s special fields. To edit a special field, scroll down to the field you’d like to edit in the Special Info Menu, and double click. This will bring up a text box, where you can edit the special field.

Once you’re finished, click OK, and the new text will appear in the Special Info box by the Special Field’s description. Once you’ve finished editing a record, and its special Information, click OK in the bottom right corner to save your changes.

 

Tagging Records

Tagging records is currently undergoing maintenance. When completed, tagging will allow you to swap records from one project to another.

You can also choose whether or not to tag an individual record in the edit screen. To tag a record, make sure the tagged checkbox on the right side of the Prospect box is checked, and click OK. Similarly, untagging a record can be done by unchecking the Tagged box, and clicking OK.

Saving and Reusing Searches

If you have a search that you want to use repeatedly, the  manager makes it possible to save that search as a file and reuse it without having to type it in again. To save a search, type the search terms into the prospect search, and click the Save Query Button in the center of the screen.

 

You will be prompted to save the search to your hard drive. Once you’ve saved the search, Activate will notify you, and you’ll be able to reopen and reuse the same search.


To reuse your saved search, press the Open Query button, and find the saved search on your hard drive. Click OK to open the search, and the search will reappear on the left hand side of the screen, allowing you to edit and reuse it. You can edit a search that you’ve opened, but opening a search will overwrite any search terms already on the screen.

To clear a saved search, click the clear query button in the center of the screen, and the screen will be returned to a blank state. Clearing a saved search will remove everything from the screen, but it does not delete the saved search from the file, allowing you to use it again.

Telemetry

As well as creating and working with the data in your projects, the manager allows you to view every aspect of your project in real time. This is accomplished through two of the telemetry screens. Using the Project and Agent Telemetries, you can view and follow the most important elements of how a project is progressing.

Project Telemetry


The project telemetry screen lets you see the progress of each of your active projects. To see this progress, click the button marked Project Telemetry in the bottom left corner of the window to bring up the project telemetry screen.  You can look at the projects individually, or collectively using the Filter Options.

There are three filter options, but the last two are the most important.

  • Project allows you to select the projects viewed on the telemetry screen, either looking at all of them (the default) or individual projects.
  • Sort lets you decide how the selected projects will be organized in the project telemetry.
  • Account is meant for clarification and administrative selection. It will only show your account, and can be ignored.


All telemetry screens update every ten seconds. Once you’ve selected the project or projects you’d like to focus on, the telemetry screen will update automatically, or you can click Update Now at the bottom of the screen for the current telemetry. If you’d like to focus on the current screen, you can check the box next to Freeze Telemetry to stop the screen from updating.

Once a project is active, it will appear in the center of the telemetry screen. This section displays a number of metrics for each active project included in your filters, and will allow you to monitor the progress of the project as a whole. Any option not seen in the image can be looked at by scrolling across, using the scroll bar at the bottom of the screen.

  • Account displays your account information, and should read the same for all projects in the telemetry.
  • ID is a unique number for each project.
  • Project displays the Project’s title.
  • Mode displays the project mode within the system. For all predictive dialing projects, however, the mode will read agent.
    • There are other unimplemented modes, like robo, or phone only.
  • CID displays the caller ID for the project.
  • Complete displays the number of records whose dispositions take them out of the calling rotation, and will not be called again.
  • Incomplete displays the number of records that are still available for calling, either due to a disposition that allows requeing or because the number has not been called yet.
  • Ready Now displays how many records are available for your agents to call.
  • Calls displays the number of calls made by agents during the current call session.
  • Human displays the number of calls that resulted in an agent speaking to a person during the session.
  • Mach displays the number of answering machines that have been discovered and passed over by the software.
  • NoAnsw displays the number of calls where a phone was connected but not picked up.
  • NoServ displays the number of calls that were unable to be completed due to telecommunications related issues (Numbers that are out of service and bad connections, for instance).
  • VM displays voicemails received by an inbound project. Most projects, especially those that use predictive dialing, can ignore this.
  • ASR Answer seize ratio is the ratio of calls being answered by individuals to calls dialed over the last 24 hours. This diagnostic information should give you a general idea of how well the data is being receives.
  • ASR5 is the answer seize ratio for the last five minutes, to give you an idea of how the calls are being answered and whether there’s been an issue with.
  • Drop displays the number of calls where an individual picked up the phone, but hung up before being connected, both as a number and as a percentage.
  • Hits displays the number of times an agent records a disposition that has the ‘hit’ option enabled during the call session.
  • Lines displays the number of phone lines that are enabled for use by your agents.
  • Active Calls displays the number of calls that are ongoing, letting you see how many records have been contacted during the call session.
  • Staffed displays the number of agents who are currently logged into the Agent software.
  • Available lets you know how many agents are currently waiting to speak to a prospect.

 

Agent Telemetry

In addition to looking at the project as a whole, it is also possible to monitor the progress and actions of individual agents in the telemetry. To view the individual agents’ information, click the button in the bottom left of the window titled Agent Telemetry, which will bring up the agent telemetry screen.

 

 

 

Updating automatically every ten seconds (or more frequently if a manual update is used), the Agent Telemetry screen has several ways of monitoring agents involved with your projects, and allows you to get a strong overall view of the current state of your agents.

 

The top left corner of the telemetry screen displays a set of general information about agent and system performance

 

General Agent Telemetry Information

  • Leads Ready Now displays the number of records that still have a callable disposition and fall within a callable time.
  • Active Calls displays the number of calls currently being made by the software.
  • Buffered Calls displays the number of calls temporarily stored in the buffer between the dialer and the software. If there are a high volume of calls being placed, you might see a few buffered calls, but most projects in  aren’t making enough calls to leave any in the buffer
  • Calls displays the number of calls made from the software
  • Inbound displays the number of calls made into the software, but this is not used during predictive dialing
  • Connected displays the number of calls dialed and connected to either the software or a volunteer.
  • Human displays the number of calls that resulted in an agent speaking to a person during the session.
  • Machine displays the number of answering machines that have been discovered and passed over by the software.
  • No Answer displays the number of calls where a phone was connected but not picked up.
  • Service Unavailable displays the number of calls that were unable to be completed due to telecommunications issues (Numbers that are out of service and bad connections, for instance).
  • Dropped Calls displays the number of calls where contacts hung up before being connected to an agent.
  • Voice Mail displays voicemails left within the system. A contact could leave a voicemail, and these can be viewed under the Audio section.
  • Agent count displays the total number of agents logged onto the agent software
  • Agents Available displays the number of agents currently able to make calls and not connected to a contact.
  • Agents on Call displays the number of agents who have been connected to a contact.
  • Agents Idle displays the number of agents who are unable to make calls due to entering a disposition.
  • Hits displays the number of times a disposition that has the hit option marked as true selected during the session.  
  • Calls in IVR is unimplemented, and not necessary for predictive dialing
  • Calls Waiting for Agent if there are no agents available for inbound calls.
  • ASR Answer refers to the answer size ratio, the ratio of calls being answered by individuals to calls dialed over the last 24 hours. This diagnostic information should give you a general idea of how well the data is being received.
  • ASR5 is the answer seize ratio for the last five minutes, to give you an idea of how the calls are being answered and whether there’s been an issue with the calls.

 

Real Time Agent Monitoring


Once an agent logs on to  you will be able to monitor their individual performance in real time from the Agent Telemetry Screen. An agent logged in will have the following information

  • Build displays diagnostic information for the developers, and is not
  • Account displays the name of the account associated with the agent. Unless you are managing multiple accounts, this should be the same for each agent.
  • Agent Name displays the agent’s username. You may see each agent having the same username, which is normal unless agents have been assigned unique login information. To differentiate between agents, use the unique identifier in the top left corner of the agent software (next to the text “My Phone Number:”) and match it to Ext in agents’ telemetry.
  • Mode displays the type of calls the agent is making. It is intended primarily as a diagnostic, since Mode will be predictive for all projects in  
  • Project is blank until an agent is connected to a call. Once an agent makes a call to a record, Project displays the project where the record originates.
  • Status displays the agent’s current status as text, compared to the color code in the top left corner of the agent screen.
  • Status Time displays the time an individual agent has had a particular status.
  • Work Time displays the time an agent has been available to make calls. Agents who have gone available will have the box labeled ‘Do Not Disturb’ in the top right hand corner of the Agent software’s screen unchecked.
  • Login Time displays the amount of time all agents with the same login information have been logged onto the agent software.
  • Wait Time: if an agent is available but has not received a call, Wait Time displays the length of time an agent has waited. When an agent is connected with a record, Wait Time will reset, and will start timing again once the call is dispositioned.
  • Calls displays the number of calls that agents have taken in the last 24 hours. This number is a collection of all calls taken with a particular agent login, and will be the same for each agent with the same login information.
  • Hits displays the number of dispositions with hits selected an agent has selected.
  • Number displays the phone number associated with a record that an agent is currently. When a number pops up, it means that an agent has been connected to a dialed contact and will be able to speak with them.
  • Datasource displays the list a called record originates from.
  • Ext displays a unique identification number associated with each agent logged into the system. You may need to find this information when troubleshooting, and it can be found in the top left hand corner of the agent software screen, next to “My Phone Number:”
  • Queues displays the numeric identifier for which project an agent is currently able to call.

 

When you open the agent telemetry screen, all projects in your account will automatically display, as well as the agents that are involved with every project in your account. If you have more than one account, however, the first alphabetical account will display. To change the account to another that you are involved with, open the Account Filter dropdown menu, and it will show all accounts that are associated with your login. You can also view specific projects by clicking on the Project Filter dropdown menu and selecting the preferred project. These changes display only the project and account you want to see, and will take effect as soon as the telemetry updates.

 


The bottom section of the screen has several sections that allow you to more easily monitor and communicate with agents in real time.

 


The bottom right hand corner of the screen displays when the telemetry will next update. This occurs every ten seconds, but clicking Update Now, will immediately update project telemetry. If you would prefer to maintain the current telemetry on the screen, clicking the box next to freeze telemetry will prevent updates from occurring, keeping the screen as is.

 


The bottom center of the screen allows you to listen in on agent conversations in real time, and even contribute if you have a microphone attached to your computer. There are three possible options for monitoring an agent

  • Spy allows you to listen in on the conversation.
  • Whisper lets you communicate with the agent through the software, even in the middle of a conversation.
  • Barge allows you to communicate with both the agent and the contact.

To use any of these modes, select the agent you’d like to monitor from the window in the center of the telemetry screen, and click Monitor Agent. The system will connect you into the conversation and you will be able to listen or contribute depending on the option you selected. When you are done listening into the conversation, press Hangup, and you will be disconnected.

 

 

In addition to monitoring your agents and communicating with them through a headset, it is also possible to change an agent’s status on a project from the Agent Telemetry screen. To add or remove a logged in agent to a project, highlight the agent’s name in the center of the telemetry screen and click Add Agent To Project or Remove Agent From Project. A screen will pop up with the list of all active projects

Select the project in question to and click OK. The agent will be added to the project or removed from it and able or unable to select it from the list of projects in the agent software.


To send a message to a particular agent, select the agent and click Send MSG. A box will pop up asking whether you want to send a message to agents, and clicking yes will open a text box.

Type in the message you would like to send agents, and click OK to make the message display at the top of the selected agents’ screens.


It is also possible to log an agent out from the telemetry screen by selecting the agent and clicking Logout Selected Agents in the bottom right hand corner of the screen. A box will prompt whether to log out the agents, and clicking yes will change the color of agents’ records in the telemetry screen to red as the software logs them out.

 

An agent displayed in the center of the Agent Telemetry screen has a color associated with their current state, which gives you the ability to quickly determine their status in calling.

  • Available means that the agent has unchecked the box in the agent software labeled ‘do not disturb’. The agent is available and able to take calls.
  • Available > 1 minute means the same as Available, except that the agent has been available and able to take calls for more than 1 minute.
  • On Call – Outbound means that the agent has been connected to an agent through the software in an outbound project.
  • On Call – Inbound means that the agent has been connected to a contact calling in from an inbound project.
  • Conference means a call is transferred, and the agent, the prospect, and a third party is on the phone, leading to a position of conference.
  • Idle means that the agent is unable to be contacted, as they are between calls and leaving a disposition.
  • Force Logout means that you have logged out an agent from the software, and they are currently in the process of being disconnected.

Glossary

Account: A collection of projects associated with a particular campaign or organization.
Agent: The individual or individuals making the phone calls through the agent software. Many agents can log in with single agent username and password.
Caller ID: A number that will display when a contact is called. A Caller ID must legally be a callable number. It is preferable that the number have a voicemail connected, and Google Voice is recommended.
Contact: The individual who is being reached through the dialing software. See also Record.
Disposition: A short summary left by agents or the software after each call is made. These summaries become part of the contact’s record. Dispositions are be customized through the disposition screen and can be viewed in reports.
DNC: an acronym for Do Not Call.
Drop: Visible in project and agent telemetry screens, a contact is dropped if they have answered the phone, but no agent is available to take their call. Changing the pace and the number of phone lines available in the dialer options minimizes dropped calls.
Field: storage space in a list corresponding to a column of data in a spreadsheet. Fields contain information about your records and are filled when a spreadsheet is read in, or when agents or the software enter data in your records. The only field that must always be filled is the phone number field, but there are several pre-set fields which we recommend filling, such as name, address, and voter ID. There are also Special and Private Data fields that can hold any text information associated with records.
Field Token: text that tells the software where you’d like information contained in fields to be displayed in the script.
List: collected individual records to be called, imported into the software from an excel spreadsheet.
Map: To match a column of information from a spreadsheet to a field.
Pace: The speed that the software makes calls. The pace should be increased if calls are coming in too slowly, and decreased if dropped calls are too frequent.
Project: a collection of organized data that enables agents to communicate with a set of contacts. Projects must include a Caller ID and list, and usually have a script that agents may read and use to record data.  Data may be extracted from projects through reports.
Private Data Field: A set of data fields that can have information read in through lists, but cannot be edited by agents.
Record: Information on an individual who will be reached, stored in a list. At minimum, a record consists of a phone number and identifying information. This information may be read in from the introduced list, or it may be added when the record is called.
Reque: A determination of whether a record will be called more than once. If the software reques a record, it is placed back into the list of records that will be called
Telemetry: Diagnostic information about the real time progress of a particular projects. Project telemetry allows you to monitor the progress of a project as a whole, while Agent Telemetry lets you monitor the actions of agents logged into the project.
VM: An acronym for the dialing software’s voicemail.