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--- en:module_manual:campaign:campaigns [2014/05/19 02:18]
solo [Advanced]
+++ en:module_manual:campaign:campaigns [2017/12/12 03:05] (current)
@@ Line 1: / Line 1: @@
-======Campaign======
+====== Campaigns ======
-Go to [[:en:module_manual:campaign|Campaign]] --> Campaign
+Go to [[:en:module_manual:campaign|Campaign]] -> Campaigns
 {{:en:module_manual:campaign:campaign_page.jpg?768|Campaign Page}}
@@ Line 8: / Line 8: @@
 Assign this campaign to some agents, which customers the agents will be calling, which fields of the customer information can be seen or edited by the agents, or by the background administrator; whether the agent can check the working pace of the group fellows, and the proportion of the work to be checked by the quality control.
-=====Add=====
+===== Add =====
 {{:en:module_manual:campaign:campaign_basic.png?768|}}
@@ Line 17: / Line 17: @@
   * Adv-setting: Predictive dialer setting
-====Basic====
+==== Basic ====
   * **Campaign：** name this campaign.
@@ Line 57: / Line 57: @@
   * **Default status：** the default status when agent get a customer popup.
   * **E-commerce：** bind a e-commerce to this campaign, you can choose products, generate an order in the customer popup page.
-====Advanced====
+==== Advanced ====
   * **Dial Way**: Select how to dial in this campaign
     * Default: Agent need to open the customer and click the dial icon to dial
@@ Line 64: / Line 64: @@
     * Optional: Agent could choose his dial way.
   * **Interval time**: The count down seconds when using auto dialing
-  * **Auto Re-dial**: The maximum dialing times in auto dialing
+  * **Auto Re-dial**: The maximum dialing times in auto dialing and predictive dialer
   * **QC percentage**: To tell QC agents how many recordings should get review
   * **Delay(seconds)**: In auto dialing, it will extend seconds in count down when agent click "Delay" button
   * **Dial 2-legs**: To ensure agent could talk to customer, by default system will dial agent phone first, when agent answered, it dial customer number, by enabling dial 2-legs, you can speed up the dial process by dialing both parties at same time.
+  * **Verify when submit:**: To define when agent could save call result and submit a survey
+    * ignoredial: Agent could save call result and survey any time
+    * checkdial: As long as agent talked to customer, he's able to save call result; Only when agent is talking to customer, he can process a survey, when the call is done, agent could not check more survey questions, to avoid agent submit fake survey.
+    * checkstart: As long as agent talked to customer, he's able to save call result; Only when agent is talking to customer, he can start a survey, but agent can process or save a survey no matter he is in a call.
+  * **Survey Fullscreen**: When customer information popup, if the survey(if has) will become full screen
+  * **CIDName**,**CIDNum**: CallerID used in this campaign
+  * **Force CallerSetting**: When select "Yes", campaign callerid will overwritten callerid setting in agent (when agent dial directly from his phone)
+<note tip>When force callersetting is no and agent dial from his phone, 1st callerid is to use agent caller id, if agent caller id is not defined, it will use device caller id, and then campaign caller id</note>
-  * **Check reassign：** 是否验证客户被重新分配，if so, and the customer calling in does not belong to this agent, the customer information will not pop up, only a reminder comes out. The agent transfers the call or doing consulting.坐席为该客户服务 进行转接或者咨询等服务。
+  * **Hiding contact info.**: When enabled, agent could not read customer phone number, fax number, email and address
-**Call hint：** whether there is a reminder in the lower right corner when calls come in.
+{{:en:module_manual:campaign:hidden_contact.png?768|}}
+  * **Transfer Priv.**: If agent is able to transfer the call to any number
+  * **Agent cant edit after QC**: If agent is able to edit a customer which has been reviewed in QC page
+  * **Load Contact History**: When customer popup, if it loads history records
+    * Manually: Agent needs to click the link to load history records
+    * Auto: System will load history records when popup
+    * Forbidden: Agent could not see history records
+  * **Blacklist Direct**: When agent select call result "DNC", the number will be sent to black list
+    * Team: The whole team will not be able to dial this number any more
+    * Current Campaign: Agent is not able to dial this number only in current campaign
+  * **RankingList View**: Agent rank
+<note important>This feature is resource consuming, enable only when you don't have much agents and customers</note>
+{{:en:module_manual:campaign:rank.png?768|}}
+  * **ConsultAgent IsEdit**: When agent consult another agent, the other agent also get popup, this option is used to control if he can edit this customer.
+  * **Update Customer Status**: If any agent or only assigned agent could change customer status
+  * **AllowManualPopCustomer**: If Yes, agent will see a button to get a new popup customer or search by phone number
+{{:en:module_manual:campaign:manually_popup.png?768|}}
-**保存时检测：** 控制坐席在何种情况下可以保存联络记录和问卷
+  * **Remove Callback After Submit**: If set to Yes, system will cancel all callback when customer status is changed to "Failed" or "Success"
-  * 忽略通话 : 保存联络记录和问卷结果时，不检查坐席是否与客户发生了通话
+  * **Priority Call**: When the queue received a call, system will try call the last contact agent or assigned agent fist before send the call to the queue
-  * 全局验证通话 :  只要与客户发生通话，就可以保存联络记录；只有正在与客户通话，才能点击问卷【下一题】按钮，一旦通话结束，将不允许下一题，只能保存当前问卷作答结果，防止坐席伪造问卷剩下问题的答案。
+  * **Quick Schedule**: h = hour, d = day, w = week, for 3h,1h,2h,1d,1w  you will have
-  * 开始时验证通话 : 只要与客户发生通话，就可以保存联络记录；只有正在通话时，才能点击【开始答题】按钮，过程中如果客户挂机，不影响问卷【下一题】和保存问卷答案。
+{{:en:module_manual:campaign:scheduler.png?768|}}
+  * **New Tab Order**: the default sort order in New tab
+  * **Check reassign**：If yes, and the customer calling in does not belong to this agent, the customer information will not pop up, only a reminder comes out. The agent transfers the call or doing consulting.
+  * **Call hint**: whether there is a reminder in the lower right corner when calls come in.
+  * **Server IP**: If you want to use API to this campaign from external system, you need put the source ip
-**问卷全屏控制：**客户资料弹屏的时候，控制问卷的全屏方式  手动全屏 和 客户接通后自动全屏
+==== Adv-Setting ====
-**主叫名称：**显示给客户看的来电名称（只对sip客户电话生效，与主叫号码一样，受电信运营商控制）。
+Adv-setting is used to configure & check pre-dictive dialer(PD)
-**主叫号码：**显示给客户看的电话号码，但是此号码必须是电信服务商允许你送出的号码。
+  * **Dialer Status**: if you want to enable predictive dialer for this campaign
-**强制使用主叫设置:**仅在坐席页面点击拨号或坐席分机模式拨号时有效。
+<note important>When the campaign is using main table, you can't use predictive dialer</note>
-<note tip>正常情况下（即值为“否”），外呼时会使用坐席页面设置的主叫号码和名称，如果坐席页面未设置，会使用分机的主叫号码和名称，如果分机也未设置，才会使用拨号计划的主叫号码和名称。
+  * **Dialer Account**: Billing account when you use the dialer
-当此处选择“是”时，不管坐席和分机是否设置主叫号码和名称，都将使用计划设置的主叫号码和名称。</note>
+  * **Dial-in Exten**: What dialer do when customer answer
+    * Current AgentGroup: transfer to the queue which is bind to the campagin
-**屏蔽客户联系方式：**  控制客户的联系方式在客户弹屏资料页面的显示方式  如果选择 是 ，那么将会以 星号 之类的代替电话号码 进行显示
+    * IVR: transfer to pre-defined system IVR
+  * **Ringing Timeout**: Max. ringing time in PD
-**转接号码限制：**控制坐席转接的范围  。 任意就是没有限制，常用联系人就是 只能在常用联系人进行转接
+  * **Dialer MaxChannel**: Max. calls in this PD
+  * **Dialer Cap**: Max. number PD dialed each time
-**禁止坐席修改质检数据:** 坐席打开或者弹屏已经被质检过的客户
+  * **Dialer Interval**: Dialing interval in PD
-  *如果选择 是 ,坐席无法修改客户资料
+  * **Dialerring**: Ringing time PD assumed
-  *默认为否,坐席客户修改
+  * **Dialer answer**: Talking time PD assumed
+  * **Dialeranswerrate**: Answer rate PD assumed
-**默认查询联络记录:** 控制客户资料弹屏界面，是否加载历史联络记录，如果为否，需要坐席手动点击获取当前客户的历史联络记录
+  * **Followup Rate**: ACW durtion PD assumed
+  * **Short Call**: Short call duration PD assumed
-**黑名单导向:** 如果坐席选择外呼结果为DNC，需要通过此参数来控制将客户的电话号码加入到DNC列表中的DNC级别
+  * **Short Call(%)**: Short call rate PD assumed
-  * 团队 ：在团队级别的DNC数据中增加客户号码
+  * **Short Call ACW**: ACW durtaion for short calls PD assumed
-  * 当前外呼营销任务：在外呼营销任务级别的DNC数据中增加客户号码
+  * **Callee Wait**: Max. callee waiting time in the queue PD assumed
+  * **Last Response**: Read only, last trunk response in the campaign
-**启用排名查看:** 控制坐席工作平台上 外呼营销工作界面左侧的坐席工作状况功能是否启用
+  * **Dialer**: Read only, current dialer status (Start/Stop)
+  * **Strategy**: Current dialer strategy
-<note important>此功能会为坐席提供工作的排名状况 但也非常消耗系统资源，慎重使用</note>
+  * **Dialerval**: Current calls in the dialer
+  * **Adv-Setting**: If adv-setting of the dialer is enabled
-**任务备注：**用于描述该外拨营销任务的信息
+  * **Reset**: This button is used to reset the statistical data in this page
+  * **No Answer Calls Ring**: Total ringing time for no answered calls
-**服务器IP：**可信任服务器IP地址，如外部系统调用本系统功能，事先要在此字段内填写其服务器IP。
+  * **No Answer Calls**: Total no answered calls number
-====Adv-Setting====
+  * **Answered**: Total answered duration(both agent and customer)
+  * **Answered Times**:  Total answered times(both agent and customer)
-**状态：** 预拨号的状态，是否启用预拨号
+  * **Callee Answered**: Customer answered times
+  * **Dialercount**: Total outbound times
-<note important>如果当前外呼营销任务使用客户总表(个人客户总表或者机构客户总表),此参数为否,且不可编辑</note>
+  * **ACW(seconds)**: Total duration in ACW status
+  * **ACW(times)**: Total times in ACW status
-**账户：** 使用预拨号外呼时的计费账户
+===== Edit Campaign =====
-**接入目标：** 客户电话接通后的转向
-   * 当前坐席组: 电话接通后直接交由相应的坐席组坐席人工应答
-   * 电脑话务(IVR)：电话接通后将转到一个预先设定好的语音流程
-**最大并发限制：** 每个预拨号任务最大并发呼叫数量的上限值
-**单次拨号上限：** 每次发起预呼叫数量的上限
-**间隔：** 系统每间隔多少秒为该预拨号任务发起一次呼叫
-**客户接通振铃时长：** 客户应答通话的平均振铃时长
-**通话时长：** 预测的正常通话的通话时长
-**客户接通率：**计算拨号数目时使用的客户接通率
-**话后时长：**坐席在通话结束后处理通话所用的平均时长
-**短话单时长：**用于设定一个标准，通话长度在该标准下的通话就为 短话单
-**短话单比例：**短通话在全部通话中所占的比率
-**短话单话后处理时长：**短话单通话结束后坐席处理通话所用的平均时长
-**客户等待时长：**坐席接通客户在队列中的平均等待时长
-=====Edit Campaign=====
 When a campaign is set up, click save, and it will be shown in the list.
@@ Line 174: / Line 172: @@
 {{:en:module_manual:campaign:campaign_alias.jpg?|Campaign Field Alias}}
-You can give each field a name, and if leave it blank, the default names will be used. This applies to [[:zh:模块使用说明:外呼营销:客户管理]]and [[:zh:模块使用说明:外呼营销:质检管理]] under Campaign.
+You can give each field a name, and if leave it blank, the default names will be used. This applies to [[:en:module_manual:campaign:campaign_customers]]and [[:en:module_manual:campaign:qcpages]] under Campaign.
-====字段显示====
+==== Customer Fields ====
-字段显示分为 前台字段显示设置 和 后台字段显示设置，设置的方式一样，只不过一个是用于前台坐席界面的显示或编辑使用，一个是用于后台管理界面的显示或编辑使用
+  * In a campaign, we have "Agent Fields" which is used to control agent privilege, and "Background Fields" which is used to control user privilege.
+  * Click "Agent Fields", you can configure which information is readable, editable or mandatory.
-点击 **前台字段显示设置 ** 按钮，为计划指定客户资料的哪些字段是坐席可以看到的,哪些是可以修改的，哪些是必填的字段
 {{:en:module_manual:campaign:campaign_fieldset.jpg?|Campaign Field Set}}
-系统默认字段设置页面中的客户资料字段有编辑的权限。如果字段有查看或者编辑的权限，才可以进行必填的设置
-如：选择姓名后的查看，坐席只能查看客户的姓名而不能对姓名修改；选择姓名后的编辑，坐席可以修改客户的姓名。两者选取其一，就可以设置姓名字段是否必填。两者都不选，坐席不能看见客户姓名的信息，并且姓名字段不可以设置必填选项。
-点击 **确定** 按钮，保存字段显示设置。
-在这个页面，同样可以对需要显示的字段显示顺序进行排列，可以拖动每个字段行来进行排序，显示的顺序由上到下。
-====Customer Assign====
+  * In the window, you can drag a field to control the display sequence.
+==== Customer Assign ====
   * System provides two assign method
@@ Line 198: / Line 188: @@
     * Manually Assign: Good if you want to do precisely assign
-====Auto Assign====
+==== Auto Assign ====
   * Click "Auto Assign Customers", it will popup a assign window
@@ Line 208: / Line 198: @@
   * In auto assign, you can assign by percentage or by number
-====Manually Assign====
+==== Manually Assign ====
   * Click **Manually Assign Customers** button, it will popup a new window so you can assign customers to agents manually.

en/module_manual/campaign/campaigns.1400465894.txt.gz · Last modified: 2017/12/12 03:11 (external edit)

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