Campaign

Go to Campaign –> Campaign

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
• 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 agent could search a number and get popup
• 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, 3h,1h,2h,1d,1w

• 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

状态： 预拨号的状态，是否启用预拨号

账户： 使用预拨号外呼时的计费账户

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

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.

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

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

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。

• 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.