Your campaign is activated! Now what?

Congratulations on building and activating your first campaign! Your dashboards have been structured with goals and KPIs that reflect your company’s objectives. Now, you’re ready to start loading current data.

For API Data Sources

If you have built and activated your campaign with an API data source, this section is for you!

General API rules and instructions can be found on the following link:

API Instructions for your IT team

  1. Go to Performance > Campaigns. This will bring you to the main Campaign dashboard.

  2. Click on the Actions button on the right of the Campaign that you’d like to receive data from.

3. Click How to send data.

This will open a window with scripting sufficient for your IT team to configure the Playvox API. (see below)

Once the API is activated, data for a specific campaign will be pushed to the Playvox platform and reflected in agent, team leader, and manager dashboards.

Note: You may find a record of your API activity by going to Performance > Campaigns and clicking on the Log button at the top right.

For the Playvox Data Source

The information will be automatically loaded into your performance campaign based on the scorecard(s) you selected when you created your campaign. Sit back, relax, and enjoy your data!

For FTP Data Sources

Once a performance campaign is built and activated with an FTP data source, performance data must be manually uploaded via FTP file.

First upload of a new campaign?

For the first data upload, you can choose to load the present day data to begin growing the historical data set over time. If you’d like to upload a set of historical data for agents and KPIs instead, you can use the same file, file format, and upload process as the present day data but must also then include your historical data in the file.

Note: We recommend going back only 30 days if you choose to activate a campaign with historical data.

Important Notes for FTP uploads

  • The first data load can start with day one data or include historical data to the present day. Each data file upload thereafter is for a new day or days of data. Each file uploaded to the FTP site will overwrite the previous day's file. Playvox accumulates and stores each new file set of days of data. The date/time stamp on each entry maintains historical data. If you would ever need to change historical data, you will need to upload a csv using exactly the same time stamp used in the register you’d like to change. This will overwrite the register with new information.

IMPORTANT! The original file format with headers must remain unchanged over time for uploads. This means absolutely no changes can occur to header names, location of columns, content formats. Any changes to the file structure may result in errors and a failed upload.

  • Success of user adoption is dependent on the integrity of data and frequency of data upload. Best practice is to upload data on a daily basis.

Filling in your data file

  1. Return to your CSV file that you downloaded in the Map Variables step of Creating Performance Campaigns.

Yeah, that’s the one!

2. Enter the data you have collected from your team into the spreadsheet. This will

include the User ID, your previously chosen KPIs for this campaign, and the

entry date.

Note: Make sure the information entered for the user_id in this spreadsheet matches exactly to the information you’ve already uploaded into Playvox. Also be aware that the entry date MUST be in this format: yyyy-mm-ddThh:mm:ssZ (Example: 2016-02-10T00:00:00Z). Don’t forget that Z!

Here are some more helpful hints on performance data format conventions:

  • Each file can contain multiple days for the same agent as long as each day (date) is on its own row in the file with date/time stamped.

  • If there are multiple entries for one user on the same day, then the timestamp of the entry date must be different.

  • Cells should NOT be formatted with any special characters like %, $, +,*, etc.

  • Number formats within a cell can include decimal points.

  • Number formats should not use the 1000 separator (,)

  • If there is a value that has not been processed (an individual had no data for that day because of a vacation day, etc.), it should be left as an empty cell. Playvox will ignore this entry and will read 0 as a value to be processed and displayed.

Important! Review and validate your data files with your Playvox Customer Success Manager during this process and prior to uploading.

Loading your data files

New data is uploaded to a performance campaign using the following FTP file upload process. Typically, a file includes only the new data.

Remember: The upload process will overwrite any line entries with the same date and time stamp already uploaded to the platform.

  1. Go to Performance > Campaigns.

  2. Click on the log button in the upper right corner.

3. Historical uploads from API and FTP Connectors will be displayed in a new page.

Click on the green Upload file button in the upper right corner.

4. Choose the Connector and file associated with your campaign. Then click

Start upload.

A drop down action bar will indicate successful upload or errors found. To read more about Logs, check out Managing Performance Campaigns.

Review your campaign to adjust data display

After activating your campaign, data will not be reflected in the dashboard until the initial performance data file has been uploaded.

Important: Double check your FTP file for accuracy and format to see how the data will be presented in the final dashboards. Some quick things to check:

  • Are percentage values properly displayed? File data may need to be uploaded as a static number and identified as a percentage when building a KPI.

  • Are data values appearing in dashboards? If dashes appear in a column, double check that there is data for an agent for the time period selected. Remember, a cell in the FTP file needs to be blank if there was no data for that agent that day. If a '0' is in the cell, it will be read as a '0' value and factor into any calculations for the dashboard.

  • Are KPI goals properly set?

  • Are thresholds for goal bars and scores configured properly and displaying appropriate color levels?

If you find anomalies, you may need to revisit the format of the data in the uploaded file or reconfigure the settings of your campaign. It’s also possible that there is an error in the KPI settings or campaign build. If this is the case, you’ll need to follow these instructions to edit your activated campaign or clone it to make a new one.

We’re really proud of you. You’re now a Performance superstar, shining brightly to guide your team to victory! Dramatics aside, you have now successfully uploaded data into your activated campaign and will be able to see exactly how well your agents are doing based on your KPIs, as well as how you can better assist them to stellar customer service. Can you paint with all the colors of the dashboard? Yes, you CAN!

Performance at a Glance

Data Source Connectors

Creating Variables and KPIs

Creating Performance Campaigns

Managing Your Performance Campaigns

Changing the Data Source Variable

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