Campaigns

Go to Campaign → Campaigns

The module function: set a campaign and agents can work in this page.

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.

In this page, you can see three tags, Basic, Advanced, Adv-setting.

• Baisc: The basic settings for a campaign
• Advanced: To configure more features in a campaign
• Adv-setting: Predictive dialer setting

• Campaign： name this campaign.
• Status：
  • Enable: This campaign is enabled to all users
  • Agent Campaign List Disabled: Agent could not see this campaign in his campaign page
  • Disabled: User could not see this campaign
• Priority： the display order in the agent campaign page, priority level: Urgent > common.
• Customer package： the type of the customer package assigned to the campaign: Individual or Organization.
• Customer package： You can create a new independent customer package or use a main table package(Individual Customer Table or Organization Customer Table).
  • Create new customer package : The newly created campaign involves creating a new customer package, and they share the same name, this customer package has nothing to do with any other packages
  • Individual Customer Table/Organization Customer Table: AKA “main table”, a team package for individual/organization customers, in the package a customer will link to a customer in main table, you can move a customer into(out of from) a package from main table, only main table campaign can use work order

• Work time： to control the working time of the campaign. Any time means it works anytime. When you choose like 8am to 5 pm, then the campaign working during these hours.
• Bind survey： bind the campaign with some survey, which will be displayed in the popup to have the customer surveyed.
• Agent obtain： whether the agents can manually obtain the data in the campaign page.
  • No by default. Agents cannot obtain customers, only the administrator can assign them customers.
  • If choosing yes, then in the campaign page, you can see the button to obtain customers
  • Each Fetch: The customer number agent could get each time by clicking the button.
  • Agent Max. Own: The max. number an agent could have under his “New” tab

• Team: The campaign team
• Agent Group: the agent group which will work for this campaign
• Campaign URL： the working page to be opened when the agents opens the campaign in the agent working page.
• Allow add new (customer)： whether allows the agents to add new customers to the customer package in this plan.
  • If no, not allow.
  • Yes by default, that is allow agents to add new customers. In the campaign page you can see the Add customer button.

• exit ACW when submit： whether to exit ACW after the agent saves the call result.
  • If Yes, exit ACW if agent is in, the agent becomes idle for next call.
  • If No, agent has to click ACW to exit ACW mode.

• 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.

• Dial Way: Select how to dial in this campaign
  • Default: Agent need to open the customer and click the dial icon to dial
  • Preview: When agent open a customer, system will dial automatically
  • Auto: Agent click “Start Work” button, system will dial customers one by one, when agent finish one customer, system will start count down, then open and dial another customer, for more information about auto dialing, please read auto_dialing
  • 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 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)

• Hiding contact info.: When enabled, agent could not read customer phone number, fax number, email and address

• 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

• 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

• 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
• Quick Schedule: h = hour, d = day, w = week, for 3h,1h,2h,1d,1w you will have

• 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

Adv-setting is used to configure & check pre-dictive dialer(PD)

• Dialer Status: if you want to enable predictive dialer for this campaign

• Dialer Account: Billing account when you use the dialer
• Dial-in Exten: What dialer do when customer answer
  • Current AgentGroup: transfer to the queue which is bind to the campagin
  • IVR: transfer to pre-defined system IVR
• Ringing Timeout: Max. ringing time in PD
• Dialer MaxChannel: Max. calls in this PD
• Dialer Cap: Max. number PD dialed each time
• Dialer Interval: Dialing interval in PD
• Dialerring: Ringing time PD assumed
• Dialer answer: Talking time PD assumed
• Dialeranswerrate: Answer rate PD assumed
• Followup Rate: ACW durtion PD assumed
• Short Call: Short call duration PD assumed
• Short Call(%): Short call rate PD assumed
• Short Call ACW: ACW durtaion for short calls PD assumed
• Callee Wait: Max. callee waiting time in the queue PD assumed
• Last Response: Read only, last trunk response in the campaign
• Dialer: Read only, current dialer status (Start/Stop)
• Strategy: Current dialer strategy
• Dialerval: Current calls in the dialer
• Adv-Setting: If adv-setting of the dialer is enabled
• Reset: This button is used to reset the statistical data in this page
• No Answer Calls Ring: Total ringing time for no answered calls
• No Answer Calls: Total no answered calls number
• 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
• ACW(seconds): Total duration in ACW status
• ACW(times): Total times in ACW status

When a campaign is set up, click save, and it will be shown in the list.

Double click and open this page,

that shows buttons Report Alias, Background Fields, Agent Fields, Auto Assign Customers, Manual Assign Customers.

Report Alias, you can set an alias for the title of the statement to be export of this campaign.

Background Fields and Agent Fields, are to control which fields are to be displayed on the background page or agent working page, and which are editable.

Auto Assign Customers and Manual Assign Customers, are different ways to assign customers for agents in the group.

Fields in grey are not editable.

Click Report Alias to open this page,

You can give each field a name, and if leave it blank, the default names will be used. This applies to campaign_customersand qcpages under Campaign.

• 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.

• In the window, you can drag a field to control the display sequence.

• System provides two assign method
  • Auto Assign: Good if you don't care customer details
  • Manually Assign: Good if you want to do precisely assign

• Click “Auto Assign Customers”, it will popup a assign window

• For auto assign, you need to set an execution time, in “Process” you can see the current assign job status

• In auto assign, you can assign by percentage or by number

• Click Manually Assign Customers button, it will popup a new window so you can assign customers to agents manually.

• You can search and then assign customers to agents, select the agent number you want to assign the customers to, input the sequence number, click “OK” to assign.