Managing campaigns

On Managing Campaigns, you can:

 

Campaigns list

The Managing Campaigns window shows a list of campaigns created, along with the selected information about them:

Campaigns_homepage.png

 

On the Users homepage you can:

 

To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
    Campaigns_settings_popup.png

    On the pop-up:

    • Click on the check box of the information you want displayed.
    • The selected columns have a Settings_pop-up_check.png and are presented on a list on top.
    • The unselected columns have a Settings_pop-up_uncheck.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 (inbound or outbound).
Media Type  -  The type of media used in the interaction.
State  -  The campaign current state.
ID  -  The campaign's ID.
Record calls  -  The campaign has recorded calls.
Record screens  -  The campaign has screens recorded.
Priority Routing  -  Campaign priority, setting the priority if the agent has more campaigns at the same time.
Timezone  -  The campaign timezone.
SLA Weight  -  The weight of the Service Level Agreement.
Channels  -  The channels used on the campaign.

 

To refresh the information displayed:

  • Click on Users_REFRESH.png.

 

To filter the information displayed:

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

 

To manage multiple campaigns:

  • Click on Users_actions.png on the campaigns row.
  • On the top-right side of the screen a menu becomes visible:
    Campaigns_menu.png
  • On this menu you can perform the following actions (for all selected campaigns):
    • Broadcast message
    • Start
    • suspend
    • Force suspend
    • Stop
    • Delete

  

To start a campaign:

  • Click on Users_actions.png on the campaign's row.
  • Click on Start from the drop-down menu.

 

To suspend a campaign:

  • Click on Users_actions.png on the campaign's row.
  • Click on Suspend from the drop-down menu.

 

To delete a campaign:

  • Select the campaign(s) by clicking on the row's checkbox.
  • On the top right-side of the screen, click on Users_delete.png to delete the campaign(s).
    or
  • Click on Users_actions.png on the campaign's row.
  • Click on Delete from the drop-down menu.

 

To duplicate a campaign:

  • Click on Users_actions.png on the campaign's row.
  •  Click on Duplicate from the drop-down menu.

 

Add Campaign

Add campaign allows you to create a new campaign:

  • Click on Campaigns_createcampaign_button.png to open the Create campaign pop-up:
    Campaigns_createcampaign_popup.png
  • On the Create Campaign pop-up window:
    • Insert the campaign name (mandatory).
    • Insert the campaign description.
    • Select the campaign type, from the drop-down menu (mandatory):
      • Inboud
      • Outbound power
      • Outbound preview
      • Predictive rules
      • IVR
        Note: To know more about the outbound campaign types, click here.
    • Drag an image file or click to upload the image file associated with the user.
    • Click SAVE to save the user information.

  

Edit Campaign

Click on the campaign, on the list, to open the Campaign Profile:

Campaigns_editpage.png

 

Edit campaigns allows you to:

 

Edit campaign information

Click on User_profile_edit.png to open the Edit Campaign pop-up window:
Campaigns_editcampaign_popup.png

  • On the Edit Campaign pop-up window:
    • Insert the campaign name (mandatory).
    • Insert the campaign description.
    • Select the campaign type, from the drop-down menu (mandatory):
      • Inboud
      • Outbound power
      • Outbound preview
      • Predictive rules
      • IVR
    • Insert the Service Level Agreement weight.
    • Insert the priority routing, setting the priority among campaigns, when the agent has more campaigns.
      Note: By default the value is 0 (higher the value, higher the priority level).
    • Select the Timezone, from the drop-down menu.
    • Drag an image file or click to upload the image file associated with the user.
    • Click SAVE to save the user information.

 

Edit campaign profile

Click on Users_actions.png to open the drop-down menu:

Campaigns_p.png

On the drop-down menu you can:

  • Listen In - Eavesdrop to hear an ongoing interaction in real time.
  • Start - Start the service.
  • Suspend - Suspend an ongoing service. Suspend is only available when the campaign has started.
  • Force Suspend - Suspend, by force, an ongoing service. Force Suspend is only available when the campaign has started.
  • Stop - Stop an ongoing service. Stop is only available when the campaign has started.
  • Duplicate - Duplicate the campaign profile.
  • Delete - Delete the campaign.

 

Edit channel

Click on User_profile_edit.png to open the Edit channel pop-up window:
Campaigns_editchannel.png

  • Click on ADD CHANNEL to open the Add Channel pop-up window:
    Campaigns_createchannel.png
  • On the Add channel pop-up window:
    • Select the channel type to add from the drop down menu:
      • Audio & Video
      • Web
      • Email
      • Facebook
      • Twitter
    Note: To know more about channels configuration, click here.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit service level agreement

Click on User_profile_edit.png to open the Edit Service Level Agreement pop-up window:

Campaigns_editSLA.png

On the Service Level Agreement pop-up window:

  • Select the SLA Formula from the drop down menu:
    • Formula 1
    • Formula 2
    • Formula 3
  • Select the time window, from the drop-down menu.
  • Insert the target answering time for audio and video interactions.
  • Insert the alert threshold for audio and video interactions.
  • Insert the target answering time for chat interactions.
  • Insert the alert threshold for chat interactions.
  • Insert the target answering time for Email and Social Network interactions.
  • Insert the alert threshold for audio and video interactions.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit members configuration

On the MEMBERS tab you can:

 

Add users

Click on Teams_adduser.png, to open the Users pop-up window:
Campaigns_users.png

On the Add users pop-up window:

  • Select the users from the drop-down menu.
  • Click ADD USERS to apply changes and close the pop-up window.
  • Click SAVE to apply changes and close the pop-up window.

 

Add teams

Click on User_profile_edit.png, on Teams, to open the Teams pop-up window:
Campaigns_team.png

  • Click on Users_edituseraddteamsbutton.png, to open the Add teams pop-up:
    Campaigns_addteams.png
  • On the Add teams pop-up window:

    • Select the teams from the drop down menu.
    • Click ADD TEAMS to apply changes and close the pop-up window.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit interactions handling

Click on Interaction Handling, to open the Interactions Handling tab:
Campaigns_interactions_page.png

On the INTERACTIONS HANDLING tab you can:

 

Edit communication settings

Click on User_profile_edit.png, on COMMUNICATION SETTINGS, to open the communication settings pop-up window:
Campaigns_communicationsettings.png

On the pop-up:

  • Select if the communication will have a number presented.
    • If you select to display a number:
      • On the drop-down menu, select a number or if the outgoing calls will be anonimous.
  • Insert the charging number.
  • Select if the campaign will use refer, or not. If refer is active, on a call transfer scenario, the call will be made by the client and not OneContact.
  • Select, on Hold audio file path, the audio file the clients hear while on hold (mandatory).
  • Select, on Hold video file path, the video file the clients see while on hold (mandatory).
  • Select the call baring profile from the drop-down menu.
  • Click SAVE to apply changes.
    Note: To know how to create call barring profiles, click here.

 

Edit actions

Click on User_profile_edit.png, on ACTIONS, to open the actions settings pop-up window:
Actions_popup.png

On the pop-up:

  • Select if the calls are automatically answered.
    • If you selected that calls are to be automatically answered, insert how long before calls are automatically answered.
  • Select if inbound calls have a time limit to be answered by the agent.
    • If you selected that calls have a time limit to be answered, insert how long before calls are disconnected.
  • Select if outbound calls have a time limit to be answered by the client.
    • If you selected that calls have a time limit be answered, insert how long before calls are disconnected.
  • Select if outbound calls have a time limit to be answered by the agent.
    • If you selected that calls have a time limit be answered, insert how long before calls are disconnected.
  • Select if agents are set Not Ready after inactivity time.
    • If you selected agents are set Not Ready after inactivity time, insert how long before agents are set Not Ready.
  • Select if interactions have a maximum duration.
    • If you selected that interactions have a maximum duration, insert how long before interactions are disconnected.
  • Insert the wrap-up time limit.
  • Select if agents can request wrap-up time.
  • Select if agents have wrap-up time after transfer calls.
  • Select if agents can extend wrap-up time.
    • If you selected that agents can extend warp-up time, insert the default extended wrap-up time and insert the maximum time that can be extended.
  • Click SAVE to apply changes.

 

Edit recording

Click on User_profile_edit.png, on RECORDING, to open the recording settings pop-up window:
Campaigns_recording.png

On the pop-up:

  • Select, on Enable interactions recordings, if recordings are enabled or disabled.
  • If Enable interactions recordings is turned on:
    • Insert the amount of calls to be recorded.
    • Insert the amount of screens to be recorded.
  • Select if agent can see that the interaction is being recorded.
  • Select if calls continue even if recording fails.
  • Click SAVE to apply changes.

 

Edit business outcomes

Click on User_profile_edit.png, on BUSINESS OUTCOMES, to open the business outcomes settings pop-up window:
Campaigns_BusinessOutcomes.png

On the pop-up:

  • Click on the desired business outcomes checkbox.
    • Click SAVE to apply changes.

 

Edit blocked lists

Click on User_profile_edit.png, on BLOCKED LISTS, to open the blocked lists pop-up window:
Campaigns_blockedlists.png

On the pop-up:

  • Select the blocked lists.
  • Click Add blocked list.
  • Click SAVE to apply changes.

 

Edit pickup & shelf

Click on User_profile_edit.png, on PICKUP & SHELF, to open the pickup & shelf settings pop-up window:
Campaigns_pickup.png

On the pop-up:

  • Insert how long before the interaction (Audio & Video) is moved from private to public shelf.
  • Insert how long before the interaction (Email) is moved from private to public shelf.
  • Insert how long before the interaction (Data) is moved from private to public shelf.
  • Insert how long before the interaction (Audio & Video) is moved from public shelf to queue.
  • Insert how long before the interaction (Email) is moved from public shelf to queue.
  • Insert how long before the interaction (Data) is moved from public shelf to queue.
  • Click SAVE to apply changes.
    Note: To know more about creating blocked lists, click here.

 

Edit email

Click on User_profile_edit.png, on Email, to open the emails settings pop-up window:

Campaigns_interactions_page_email.png

On the pop-up:

  • Insert how long before the email interaction is considered timeout.
  • Select if email is shown in the agent script or the default email viewer.
  • Click SAVE to apply changes.

 

Edit rules

Click on User_profile_edit.png, on RULES, to open the rules settings pop-up window:
Campaigns_interactions_rules.png

On the pop-up:

  • Select if Out of resources prevention is turned on or off.
  • Insert the current success rate weight.
  • Insert the minimum sample size.
  • Insert the connecting sessions weight.
  • Insert the ending sessions weight.
  • Select, from the drop-down menu, from where to use statistics.
  • Select, on Minimum predictive contacts per agent, if there is a minimum or not.
    • If Minimum predictive contacts per agent is turned on, insert the amount.
  • Select, on Maximum predictive contacts per agent, if there is a maximum or not.
    • If Maximum predictive contacts per agent is turned on, insert the amount.
  • Insert the nuisance timeout.
  • Insert the maximum nuisance ratio.
  • Insert the nuisance control average (must be below maximum nuisance).
  • Insert the nuisance control average (must be above maximum nuisance).
  • Click SAVE to apply changes.

 

 

Edit routing settings

Click on Routing, to open the Routing tab:
Campaigns_routing_page.png

On the ROUTING tab you can:

 

Add working schedules

Click on User_profile_edit.png, on working hours, to open the working schedules pop-up window:

Campaigns_WorkingHours.png

On the pop-up:

  • Select a working schedule from the drop-down menu.
  • Click SAVE to apply changes.
Note: To know how to create working schedules, click here.

 

Configure agent routing

Click on User_profile_edit.png, on agent routing, to open the working schedules pop-up window:

Campaigns_agentrouting.png

On the agent routing pop-up window:

  • Select, on Preference criteria, if preference is given to the most idle agent or the most available agent.
  • Insert, in seconds, the agent idle threshold.
  • Insert, in seconds, the site threshold.
  • Click SAVE to apply changes.

 

Configure cascades

Click on User_profile_edit.png, on cascades, to open the cascades pop-up window:
Campaigns_routing_cascades.png

On the pop-up:

  • Click on Campaigns_routing_createcascades.png to open the create cascade pop-up window:
    Campaigns_routing_createcascadespopup.png
    On the create cascade pop-up:
    • Insert the cascade name (mandatory).
    • Insert the cascade description.
    • Click SAVE to apply changes.
  • Click on User_profile_edit.png to configure the cascade:
    Campaigns_routing_editcascade.png
    On the Edit cascade pop--up window:
    • Check the teams and sites assigned to the cascade.
    • Click on Campaigns_routing_drag.png to drag and drop the selected team or site to change the teams and sites order.
    • Click SAVE to apply changes.

 

Configure callback

Click on User_profile_edit.png, on callback, to open the callback pop-up window:

Campaigns_routing_callback_popup.png

On the callback pop-up window:

  • Select if users will hold on queue or if they have a callback option.
  • If Users in queue will be provided with callback option is selected, the pop-up window expands:
    Campaigns_routing_callback_popupexpanded.png
  • On the expanded pop-up window:
    • Insert the time in queue required for the callback option to become available.
    • Select if there is a greeting message or if this step is skipped.
      • If you want a greeting message active, select an announcement from the drop-down menu.
        Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcementclick here.
    • Select if there is a thank you message or if this step is skipped.
      • If you want a greeting message active, select an announcement from the drop-down menu.
        Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcementclick here.
    • Select the contact rule, from the drop-down menu (you can create a contact rule).
    • If create a contact rule is selected, a Create contact rule pop-up window appears:
      Campaigns_routing_callback_popupexpanded2.png
    • On the create contact rule pop-up window:
      • Insert the contact rule name.
      • Insert the Address type rule name.
      • Click CREATE to apply changes and proceed.
  • Click SAVE to apply changes and proceed.

 

Configure inside working hours

Click on User_profile_edit.png, on Inside working hours, to open the inside working hours pop-up window:

Campaigns_InsideWorkingHours.png

On the pop-up:

  • Select, on Audio welcome announcement, the message clients will hear, from the drop-down menu.
    Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click on Campaigns_routing_onoff.png if audio welcome message is skipped.
  • Click on Campaigns_routing_preview.png to listen to the selected audio file.
  • Select, on Audio on hold music, the message clients will hear, from the drop-down menu.
    Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click on Campaigns_routing_preview.png to listen to the selected audio file.
  • Click on ADD OPTION to open the Inside working hours option pop-up window:
    Campaigns_InsideWorkingHoursAdd.png
    • On the Inside working hours option pop-up window:
      • Select a button from the drop-down menu.
      • On Actionselect if the call is delivered or enqueued.
      • If Deliver is selected, on Destination, select a phone number, from the drop-down menu.
      • Click SAVE to apply changes and close the pop-up window.
    • Repeat the process as many times as needed to have all IVR options created.
  • Click on User_profile_deletecampaign.png to delete numbers from the extension's list.
  • Click SAVE to apply changes and close the pop-up window.

 

Configure outside working hours

Click on User_profile_edit.png, on Outside working hours, to open the outside working hours pop-up window:
Campaigns_OutsideWorkingHours.png

On the pop-up:

  • Select, on Audio welcome announcement, the message clients will hear, from the drop-down menu.
    Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click on Campaigns_routing_onoff.png if audio welcome message is skipped.
  • Click on Campaigns_routing_preview.png to listen to the selected audio file.
  • Select if  calls will be redirected or not.
    • If you select to deliver calls, select the phone number from the drop-down menu.
  • Click SAVE to apply changes.

 

Advanced mode

Click on Advanced mode, on the top-right corner of the screen, to change the view mode:

Campaigns_routing_advancedmode_home.png

On the advanced mode page you can:

 

Configure Service flow

Click on User_profile_edit.png, on Service flow, to open the configuration pop-up window:

Campaigns_routing_advancedmode_serviceflow.png

On the pop-up:

  • Select the flow to assign, from the drop-down menu.
  • Insert the variables
  • Click SAVE to apply changes and proceed

 

Configure Queue flow

Click on User_profile_edit.png, on Queue flow, to open the configuration pop-up window:

Campaigns_routing_advancedmode_queueflow.png

On the pop-up:

  • Select the flow to assign, from the drop-down menu.
  • Insert the variables
  • Click SAVE to apply changes and proceed

 

Configure Postcall flow

Click on User_profile_edit.png, on Postcall flow, to open the configuration pop-up window:

Campaigns_routing_advancedmode_postcallflow.png

On the pop-up:

  • Select the flow to assign, from the drop-down menu.
  • Insert the variables
  • Click SAVE to apply changes and proceed

 

Edit contacts settings

Click on CONTACTS, to open the Contacts tab:
Campaigns_Contact_page.png

On the Users homepage you can:

 

Edit Contacts fields

Click on User_profile_edit.png to open the Contacts fields pop-up window:
Campaigns_Contact_contactsfields.png

On the pop-up you can choose the contact gathering type:

  • Contact Web Service: Contacts are loaded from an outside source through an external web service (by default). If selected:
    • Insert the web service URL.
  • Contact Management: Contacts are loaded from lists uploaded into OneContact Portal, in the context of the selected campaign. To select it:
    • Click on Switch to contact metadata. A pop-up will require confirmation:
      Campaigns_Contact_metadata.png
      • Click Switch to contact metadata to confirm. A pop-up will appear:
        Campaigns_Contact_metadata_fields.png
      • On the pop-up window:
        • Click on User_profile_edit.png to edit the Fields.
        • Click on ADD FIELD to open the Field pop-up window:
          Campaigns_Contact_metadata_fieldsadd.png
        • On the pop-up window:
          • Insert the field name.
          • Select the field format, from the drop-down menu.
          • Insert the default value.
          • Select if the field is searchable.
          • Select if the field is mandatory.
          • Click ADD to apply changes.
            Note: Contacts need to be uploaded to List Management. To know how to upload contacts, click here.
  • Click SAVE to apply changes.

 

Edit Execution and loading

Click on User_profile_edit.png to open the Execution and loading pop-up window:
Campaigns_Contact_execution.png

On the pop-up:

  • Select the schedule priority:
    • New first (those with nexttry set to not defined) or auto reschedule first (of those, top priority before the others).
    • Shuffle the contact order or not (after they are loaded to the LM).
    • Least delayed first or most delayed first.
  • Insert the minimum number of contacts (when the minimum number of contacts threshold is reached, it will get more contacts from the configured contact loading method.)
    Note: e.g. If the time window = 900s then, when the number of available contacts to load in the next 900s is below the threshold, it will try to get more contacts.
  • Insert the time window (the minimum threshold where the configured number of contacts can be executed. This means that if a contact is scheduled to be executed in a date that overpasses the time interval, then this contact will not count for this minimum threshold. If this minimum threshold is reached, then the LM component will try to get more contacts.).
    Note: e.g. if time window = 900s with a minimum of 500 contacts and if of the 600 contacts waiting, 200 of them are to be tried after 1000s, this will leave only 400 contacts waiting, which means the minimum number of contacts is not reached and the LM will fetch more contacts.
  • Insert the contacts to fetch.
  • Click SAVE to apply changes.

 

Edit Contact rules

Click on User_profile_edit.png to open the Contacts rules pop-up window:
Campaigns_Contact_contactrules.png

On the pop-up:

  • Select the contact rule from the drop down-menu.
  • Select the priority rule from the drop down-menu.
  • Insert the contacts threshold.
  • Insert the preview timeout.
  • Click SAVE to apply changes.

 

Edit agent script

Click on Agent script, to open the Agent script tab:
Campaigns_agentscripts.png

Click on User_profile_edit.png to open the agent script pop-up window:
Campaigns_agentscripts_popup.png

On the pop-up:

  • Select if a new interaction open is a new tab or in the agent's home tab.
  • Select if the agent script is opened on call deliver or not.
  • Select if sessions without script are auto closed or not.
  • Select if a new interaction opens the default page or a configured page.
    • If you selected that a new interaction opens a configured page, the pop-up window expands:
      Campaigns_agentscripts_popupexpand.png
    • On the expanded pop-up:
      • Select the CRM application from the drop-down menu.
      • Insert the CRM information.
      • Insert the service URL.
      • Click on ADD FIELD to open the fields configuration pop-up:
        Campaigns_agentscript_add.png
          • On the pop-up:
            • Select a field from the drop-down menu:
              • From - Indicates the caller’s address.
              • To - Determines the receiver’s address.
              • Agent name - Identifies a specific unique and identifiable individual Agent.
              • Agent ID - Agent’s unique identification number.
              • Agent Session ID - When a session is distributed to a specific agent, an AgentSession is created. An AgentSession is an agent’s point of view over a session. Agent session ID is the unique identification number of the session in course.
              • Contact ID - Contact ID is the unique identification number of a customer. It is only used on outbound services.
              • Service ID - Service unique identification number.
              • Session ID - Sessions are the basic unit of work distribution to contact center agents. They are aggregators for data and interactions. Session ID stands for the unique session identification.
              • Service name - Identifies a specific unique and identifiable Service.
              • List ID - List's unique identification number.
              • To Display Name - Determines the receiver’s name.
              • From Display Name - Indicates the caller’s name.
            • Insert a parameter name (by default, the selected field will be the displayed name).
            • Click ADD to apply changes.
  • Click SAVE to apply changes and close the pop-up.