Outbound view

On Outbound you can see and manage your Outbound campaigns:

outbound_view_1.png

 

On this page you can:

Note: 
To know more about outbound campaigns, click here.
To know more about configuring outbound campaigns, click here.

 

 

Manage outbound campaign contacts

The campaign management displays different information depending on the contact loading type that is selected:

 

Contact Web Service

outbound_view_2.png

On the campaign management page, with Contact Web Service as the Contact loading type, you can command the Contact Web Service to load more contacts to be launched:

  • Click on LOAD CONTACTS to load contacts to be launched. The contacts are displayed in a table:
    outbound_view_3.png
  • Selecting one or more contacts, the following actions are available:
    • Delete:delete.png Deletes the contact. The contact is removed from the database and the Contact Web Service is notified not to load it in the future.
    • Unload:unloading.png Unloads the contacts. The contact is removed from the database, but on a later load contacts request, it can be loaded.

 

 

Contact Management

outbound_view_4.png

On the campaign management page, with Contact Management as the Contact loading type, you have three tabs:

 

Lists

Lists is the default displayed tab and shows the created lists for the selected campaign. There's always, at least, one list, since every outbound campaign, with Contact Management as the Contact loading type, has a list named Default, created.

You can create as many lists as you want  and have them running at the same time, or having some started and other stopped, whatever suit your needs.

The Lists table has the following columns:

  • Name: The list's name.
  • Description: The list's description.
  • State: The list's actual state (start, stopped, paused)
  • Is default: Indication if the list is the default list or not.
  • List priority: The list's priority (a value between 0 and 255).
  • Contact closed ratio: The list's success ratio.

 

On the list you can:

 

To create a list

Click on CREATE LIST to open the Create list pop-up window:

outbound_view_5.png

On the pop-up window:

  • Insert a list's name.
  • Insert a list's description.
  • Select if this list is the default list for the campaign or not.
  • Insert the list's priority.
  • Click CREATE to proceed.

 

To edit the information displayed:

Click on setting_wheel.png to open the settings pop-up:

outbound_view_6.png

  • On the pop-up:

    • Click on the check box of the information you want displayed.
    • The selected columns have a selected.png and are presented on a list on top.
    • The unselected columns have a unselected.png and are present on a list below.
    • Click SAVE to apply changes.

 

 

To refresh the information displayed:

  • Click on return.png.

 

To filter the information displayed:

  • Click on indexbutton.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on shelves_4.png.
  • Select the desired items.
Note: Click on shelves_5.png to delete the filter.

 

Clicking on shelve_6.png, on a list, you can:

  • Stop the list: Stops the list from launching contacts. Since contacts that are already being dealt with will need completion, the list stopping action might not be immediate (the status will be Stopping during this period).
  • Start the list: Enables the list to launch contacts.
  • Pause the list: Places the list on standby, stopping the launching of new contacts but allowing the current contacts to be terminated.
  • Import contacts: Allow to import contacts from a file. A pop-up appears:
    outbound_view_7.png
    on the pop-up window:
    • Drag the file to the window or click to select the desired file to upload.
    • Select the encoding type, from the drop-down menu.
    • Click PREVIEW to proceed. A pop-up window with the contacts list appears. Here you can manage headers, columns and other information of the contactId. The file extensions will be evaluated before you preview an imported file. 
      outbound_view_8.png
      On the import contacts pop-up window:
      • Select the data delimiters (comma, semicolon or other).
      • Check the Has headers? box if the table has two headers displayed.
      • Check the Generate contact Id? to allow OneContact to create an id for each contact (if not filled).
      • Check if the columns data is aligned with the column header. Click on a header and use the arrows to swap it with another column headers:
        outbound_view_9.png
      • Click SUBMIT to proceed.
  • Edit: Edit the list information. A pop-up window appears:
    outbound_view_10.png
    • On the pop-up window:
      • Insert the list's name.
      • Insert the list's description.
      • Select if this list is the default list or not.
      • Insert the list's priority.
      • Click SAVE to apply changes and proceed.

 

Priority in Contact execution

When you create a contact list or a contact you have to set a priority for it. The following priority rules apply:

  • Contact List priority overrides Contact priority. This means that if you have a Contact with lower priority in a Contact List with higher priority, this contact will be executed first than a contact with higher priority existing in a lower priority list.
  • If the Contact Lists priority is the same, they'll be executed in the displayed order.
  • Inside the Contact List the contacts will be executed from highest to lowest contact priority.

 

Contacts

cm.png

On the Contacts tab you can see the contacts inserted manually or through an imported file, on the assigned list.

Press arrows_1.png to cycle through the pages, or press arrows.png to go straight to the first or last page. 

The Contacts tab, on the right-top corner of the screen, allows to change the view from Contact management to List management:

  • Contact management: contacts uploaded and witting to be moved to the list management.
  • List management: contacts uploaded from Contact management and waiting to be launched, on the campaign they're assigned to.

 

On Contacts management you can:

 

See the contacts waiting to be moved to the List management

The table displaying the contacts has the following columns:

  • Contact ID: External database contact identifier. The system can create it automatically.
  • Global State: Contact execution state from OneContact’s point of view. Possible states are:
    • Done - 0
    • Waiting - 1
    • Executing - 2
    • Failed - 3
    • Discarded - 4
    • Pause - 5
    • Stopped list - 6
    • Paused list - 7
    • Shelved - 8
  • Address State: A contact can have multiple adresses, the address state refers to each of these (also known as AdressTypes). The adress state can be:
    • Scheduled: When this address is the next one to be launched (from the contact) - 101
    • Waiting: When a contact has more than one address and this address is not the next to be launched - 1
    • Blocked: This address is part of a blocked list and will not be launched - 102
    • Failed: This address has reached one of the maximum tries - 3img_1.png
    Note: The State possible values are the same as GlobalState.
  • Next try: Retry time for the contact.
  • Priority: Contact priority value (value can be between -32768 e 32767).
  • Agent: The assigned agent (if any) to deal with the contact.
  • Address: Contact address type (e.g. phone number).
  • Timezone: Contact timezone.
    Warning: When filled, the timezone must be on the Assigned Timezone Table.
  • Address type: Contact address type (e.g. home phone number, e-mail address, 3G phone, default address, etc.).
  • Top priority: Contacts with Top priority will skip the line, ahead from all the contacts that do not have top priority.
  • Manual reschedule tries: Number of tries after a manual reschedule (made by an agent).
  • Business outcome: Calls' consequences description (e.g. acceptance, refusal, asks to call later, etc.) attributed to the interaction by the agent, after talking to the customer.
  • List: Contact list that a contact is part of.
  • Last update: Last date and time that the contact had some kind of manual operation.
Note: You can add more columns, according to your business needs, on the campaign configuration. To know more, click here.

 

Create contacts manually

Click on CREATE CONTACT to open the Create contact pop-up window:

outbound_view_11.png

On the pop-up window you have the following fields:

  • State: The state of the contact. By default is Waiting. Changing the state may result in the contact not being launched.
  • Next try: You can insert the date and time for the contact to be launched. If left blank it will be launched randomly, according to it's priority.
  • Priority: This is a mandatory field, but with a default already inserted. You can set the priority for the contact. being 0 the normal priority, the higher the number, more priority the contact has (between 0 and 255).
  • Agent: Select the preferred agent (if any) from the drop-down menu. Leave blank to have an agent assigned according to the agent priority rules.
  • Address: This field is mandatory. It's the contact address type (e.g. phone number).
  • TopPriority: Select if the contact has top priority or not. A contact with top priority will skip the line in front of all contacts that do not have Top priority.
  • Timezone: Select a timezone, from the drop-down menu.
  • Address type: Select the address type, from the drop-down menu.
  • Skill: Define (or not) the agent's skill for the contact (only available for outbound power and preview campaigns)
  • List: Select the list the contact is to be assigned on, from the drop-down menu.

Click CREATE to proceed.

 

Export contacts

unloading.png Export allows to exported the select contacts to an excel file.

 

Reset contacts

outbound_view_12.png Reset allows to reset the state and next tries from the selected contacts.

 

Load contacts to the List management

outbound_view_13.png Load allows to load the selected contacts to the List Management. Only contact on the List Management will be launched.

 

Edit contacts

outbound_view_14.png Edit allows to change information concerning the selected contact.

 

Delete contacts

outbound_view_15.png Delete allows to remove a contact from the Contact management list.

 

List Management

outbound_view_16.png

On the List management you can see the contacts uploaded from the Contact management. These are the contacts that are launched on the outbound campaign.

 

Selecting a contact, on the List management, you can:

  • Unload:outbound_view_17.png allows to move contacts from te List management, back to Contact management.
  • Edit:outbound_view_14.png allows to edit contacts.

 

 

Queue

outbound_view_18.png

On the Queue tab you have information concerning the imported contact files. Supervisors are able to see the import queue items of all the users.  The table has the following columns:

  • Status: The status of the imported contact file. The status can be:
    • Waiting: The imported file is being processed.
    • Processed: The file was successfully processed and the contacts are shown on Contact management view.
    • Error: The file was not successfully processed due to an error.
  • User: The name of the user that imported the file.
  • Original filename: The name of the imported file.
  • Submit date: The date when the file was imported.
  • Status date: The date when the outcome for the import action occurred.
  • Reason: The reason for the error on the importation attempt.

 

 

To edit the information displayed:

Click on setting_wheel.png to open the settings pop-up:

outbound_view_19.png

  • On the pop-up:

    • Click on the check box of the information you want displayed.
    • The selected columns have a selected.png and are presented on a list on top.
    • The unselected columns have a unselected.png and are present on a list below.
    • Click SAVE to apply changes.

 

The information available for selection is:

Name  -  Name attributed to the campaign. 
Type  -  The campaign type (Power, Preview, Predictive).
Contact Loading  -  The type of contact loading (Contact Web Service or Contact Management).
ID  -  The campaign's ID.

 

To refresh the information displayed:

  • Click on return.png.

 

To filter the information displayed:

  • Click on indexbutton.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on shelves_4.png.
  • Select the desired itens.
Note: Click on shelves_5.png to delete the filter.

Advanced Filters

Filter expressions are accessible in advanced mode in free text. This makes the creation of complex expressions by advanced users easy. It is still possible to switch between the text and form filter. If the text expression is invalid an error should be displayed to the user when executing the query or switching to form view.

To activate the advanced filters press advanced.png.

advanced_filters.png

Then, click on indexbutton.png.

On the Advanced Filters window: 
advanced_filters_1.png

  • You can filter through a Field, an Operator and a Value. 
  • Click on Add Clause (or press +) to add another line of variables to your search. 
  • Click on Reset Filters to empty all the fields. 
  • Click on outbound_view_15.png to delete a clause. 
  • When clicked on Edit Expression, the modal will present an input field when the expression can be altered and 2 buttons: One to switch back to the clause mode with the new alterations, named Clause Mode, and one to switch back without the changes made named Cancel.
    advacned_filters_2.png
  • Click on Save to save the filter.