How Beverage Production Company Improve Campaign Effectiveness with Real-Time Data

A campaign runs across multiple hubs using Genesys outbound dialing and contact lists. Agents work through scheduled campaigns while supervisors attempt to monitor activity through standard Genesys dashboards.

But the existing setup left critical gaps:

• Contact lists defined the planned workload for week, but there was no visibility into how much was executed per agent, per current day.
• Campaign progress was tracked only at a surface level — calls handled and duration, nothing more
• No clear insight into which calls lead to successful outcomes or customer orders
• No way to segment or compare performance across regional hubs (North, East, West) or supervisor teams

The result: supervisors were flying blind, with no clear picture of whether campaigns were delivering real business results.

We built a real-time analytics layer on top of Genesys Cloud, connecting operational data with business outcomes. Insights are structured across four levels — national, hub, team, and agent — giving every role exactly the visibility they need.

Campaign Visibility

A live campaign dashboard closes the gap between planned and actual workload. Supervisors can see in real time how far through a contact list a campaign has progressed, which calls resulted in orders, and how performance compares across hubs and teams — turning raw dialing activity into actionable business intelligence.

Data Segmentation & Role-Based Access

A role-based security model ensures every user sees only the data relevant to their responsibilities:

• Business Owners and Managers have full visibility across all hubs and campaigns
• Supervisors are limited to their own teams and agents
• Agents can view only their own performance data

Users can dynamically filter and drill down across hubs, campaigns, products, and teams — giving each role not just the right data, but the ability to explore it in a meaningful way.

Agent Performance & Motivation

A real-time agent dashboard enriches Genesys data with business context — showing each agent their call outcomes, order results, and live ranking within their team. Gamification elements drive healthy competition and sustain motivation throughout long campaign cycles.