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en:module_manual:campaign:campaigns [2014/05/19 12:41] solo [Advanced] |
en:module_manual:campaign:campaigns [2017/12/12 03:05] (current) |
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| - | ======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}} | {{:en:module_manual:campaign:campaign_page.jpg?768|Campaign Page}} | ||
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| 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. | 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|}} | {{:en:module_manual:campaign:campaign_basic.png?768|}} | ||
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| * Adv-setting: Predictive dialer setting | * Adv-setting: Predictive dialer setting | ||
| - | ====Basic==== | + | ==== Basic ==== |
| * **Campaign：** name this campaign. | * **Campaign：** name this campaign. | ||
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| * **Default status：** the default status when agent get a customer popup. | * **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. | * **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 | * **Dial Way**: Select how to dial in this campaign | ||
| * Default: Agent need to open the customer and click the dial icon to dial | * Default: Agent need to open the customer and click the dial icon to dial | ||
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| * Optional: Agent could choose his dial way. | * Optional: Agent could choose his dial way. | ||
| * **Interval time**: The count down seconds when using auto dialing | * **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 | * **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 | * **Delay(seconds)**: In auto dialing, it will extend seconds in count down when agent click "Delay" button | ||
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| * **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. | * **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 | * **Update Customer Status**: If any agent or only assigned agent could change customer status | ||
| - | * **AllowManualPopCustomer**: If agent could search a number and get popup | + | * **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|}} | ||
| * **Remove Callback After Submit**: If set to Yes, system will cancel all callback when customer status is changed to "Failed" or "Success" | * **Remove Callback After Submit**: If set to Yes, system will cancel all callback when customer status is changed to "Failed" or "Success" | ||
| * **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 | * **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 | ||
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| * **Server IP**: If you want to use API to this campaign from external system, you need put the source ip | * **Server IP**: If you want to use API to this campaign from external system, you need put the source ip | ||
| - | ====Adv-Setting==== | + | ==== Adv-Setting ==== |
| - | **状态：** 预拨号的状态，是否启用预拨号 | + | Adv-setting is used to configure & check pre-dictive dialer(PD) |
| - | <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> | + | * **Dialer Status**: if you want to enable predictive dialer for this campaign |
| - | **账户：** 使用预拨号外呼时的计费账户 | + | <note important>When the campaign is using main table, you can't use predictive dialer</note> |
| - | **接入目标：** 客户电话接通后的转向 | + | * **Dialer Account**: Billing account when you use the dialer |
| - | * 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 | + | * **Dial-in Exten**: What dialer do when customer answer |
| - | * 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 | + | * Current AgentGroup: transfer to the queue which is bind to the campagin |
| - | + | * IVR: transfer to pre-defined system IVR | |
| - | **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 | + | * **Ringing Timeout**: Max. ringing time in PD |
| - | + | * **Dialer MaxChannel**: Max. calls in this PD | |
| - | **单次拨号上限：** 每次发起预呼叫数量的上限 | + | * **Dialer Cap**: Max. number PD dialed each time |
| - | + | * **Dialer Interval**: Dialing interval in PD | |
| - | **间隔：** 系统每间隔多少秒为该预拨号任务发起一次呼叫 | + | * **Dialerring**: Ringing time PD assumed |
| - | + | * **Dialer answer**: Talking time PD assumed | |
| - | **客户接通振铃时长：** 客户应答通话的平均振铃时长 | + | * **Dialeranswerrate**: Answer rate PD assumed |
| - | + | * **Followup Rate**: ACW durtion PD assumed | |
| - | **通话时长：** 预测的正常通话的通话时长 | + | * **Short Call**: Short call duration PD assumed |
| - | + | * **Short Call(%)**: Short call rate PD assumed | |
| - | **客户接通率：**计算拨号数目时使用的客户接通率 | + | * **Short Call ACW**: ACW durtaion for short calls PD assumed |
| - | + | * **Callee Wait**: Max. callee waiting time in the queue PD assumed | |
| - | **话后时长：**坐席在通话结束后处理通话所用的平均时长 | + | * **Last Response**: Read only, last trunk response in the campaign |
| - | + | * **Dialer**: Read only, current dialer status (Start/Stop) | |
| - | **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 | + | * **Strategy**: Current dialer strategy |
| - | + | * **Dialerval**: Current calls in the dialer | |
| - | **短话单比例：**短通话在全部通话中所占的比率 | + | * **Adv-Setting**: If adv-setting of the dialer is enabled |
| - | + | * **Reset**: This button is used to reset the statistical data in this page | |
| - | **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 | + | * **No Answer Calls Ring**: Total ringing time for no answered calls |
| - | + | * **No Answer Calls**: Total no answered calls number | |
| - | **客户等待时长：**坐席接通客户在队列中的平均等待时长 | + | * **Answered**: Total answered duration(both agent and customer) |
| - | + | * **Answered Times**: Total answered times(both agent and customer) | |
| - | + | * **Callee Answered**: Customer answered times | |
| - | + | * **Dialercount**: Total outbound times | |
| - | =====Edit Campaign===== | + | * **ACW(seconds)**: Total duration in ACW status |
| + | * **ACW(times)**: Total times in ACW status | ||
| + | ===== Edit Campaign ===== | ||
| When a campaign is set up, click save, and it will be shown in the list. | When a campaign is set up, click save, and it will be shown in the list. | ||
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| 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. | 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}} | {{: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 | * System provides two assign method | ||
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| * Manually Assign: Good if you want to do precisely assign | * Manually Assign: Good if you want to do precisely assign | ||
| - | ====Auto Assign==== | + | ==== Auto Assign ==== |
| * Click "Auto Assign Customers", it will popup a assign window | * Click "Auto Assign Customers", it will popup a assign window | ||
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| * In auto assign, you can assign by percentage or by number | * 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. | * Click **Manually Assign Customers** button, it will popup a new window so you can assign customers to agents manually. | ||
