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Create and Manage a Campaign Group

This article describes how to set up and manage a campaign group. For general information about campaign groups and how they fit into the overall campaign structure, refer to the Campaign Structure and Terminology page.

The following topics are covered in this article:

Where to Find Campaign Groups

Once a campaign group is created, it appears on the campaigns dashboard, regardless of whether it's running. You can click any campaign group at any time to view and edit its settings (refer to the Edit a Campaign Group to view editing restrictions while a campaign group is running)

Campaign Group Icons

An icon next to the name of each campaign group identifies the type of dialing or IVR mode(s) being used. The table below describes the three types of icons.

Icon Description Type of Dialing Profile
Icon-agent.png
The campaign group uses any automatic or manual dialing mode Agent
IVR-icon.png
The campaign group uses either Progressive IVR or Power IVR mode IVR
Icon-MixedIVR New.png
The campaign group uses Predictive IVR mode Agent

For more information about dialing modes and IVR modes, refer to the Dialing Modes and IVR Modes page.

Create a Campaign Group

Important
Before you can create a campaign group, you must create a session profile, a dialing profile, and a campaign template.

To get started, go to the Campaigns page and click New -> Campaign Group.

CXC CreateCG.png

Now configure the options in each of the six tabs, as described in the tabs below.

This page is broken up in to sections, as described in the table below.

Section Description
General Options

To begin, specify the following:

  • Campaign Template - select the campaign template for this campaign group.
  • One or more Contact Lists- Select at least one contact list for the campaign group.
  • Destination DN
  • Caller ID Number (Note: You can set the global Caller ID number on the Settings page.)
  • Agent Group
Important
You cannot edit an Agent Group or Destination DN for a campaign group that is currently running. In that case, you need to stop the campaign group, edit the Agent Group and/or Destination DN, and then resume the campaign group.
Phone Number Filters Next, you'll apply phone number filters to the contact lists that be will be part of this campaign. Refer to the Apply Phone Number Filters to a Contact List page for a description of the available phone number filters.
Rules and Strategies

In this next section, you'll see a list of attempt rules, location rules, and suppression lists that were marked as Required when they were created or imported. You can click Change to add additional rules or suppression lists, but you cannot remove them from this page. You must return to the Compliance Tools page or the Contact Suppression Lists page to uncheck the Required box. Refer to the Attempt Rules, Location Rules, or Contact Suppression Lists pages for more information.

You can also apply the following in this section:

  • Labels - Choose from a contact list labeling schema you created on the Labels page. Note: A contact list can have only one labeling schema.
  • Contact Order strategy - Identify the order in which CX Contact moves through the contact list. Options are Ascending or Descending against a CX Contact user-defined field.
List Reset Options Finally, in the event you pause and then restart a campaign, you can specify the way in which CX Contact should retry the contact list. The List Reset options are outlined below.

End of General Tab.

Use the Dialing tab to set important dialing parameters, such as the dialing mode, pacing options, and time constraints. This table below describes each section of the Dialing tab.

Section Description
Dialing Modes and IVR Modes Choose a dialing mode or an IVR mode, depending on the type of campaign you're running. For a detailed description of each dialing mode and IVR mode, refer to the Dialing Modes and IVR Modes page.
Optimization Parameters

If you select a Predictive dialing mode or Predictive IVR mode, you can select an optimization parameter. When you select an optimization parameter, the system adjusts call pacing to adhere to that parameter. Refer to the Pacing and Optimization page for a description of each optimization parameter and its associated dialing mode or IVR mode.

Pacing Options Pacing defines the way in which contact attempts are made - you select the parameters and the dialing algorithm adjusts accordingly. Refer to the Pacing and Optimization page for a description of each pacing option and its associated dialing mode or IVR mode.
Time Constraints Use the Time Constraints section (first enable Constrain Pass Times) to define when the system can and cannot attempt a record. Refer to the Define the Calling Window for information about time constraint options and to learn how to set a safe dialing window.

End of Dialing Tab

Important
The List Options tab is available at the campaign group level only. You will not see this tab when creating or editing a dialing profile or a campaign template.

If you have a campaign group with more than one contact list, you can use the List Options tab to assign each list a relative weight, which represents the ratio of records that will be retrieved from a contact list for the campaign group.

To learn how to use this feature, refer to the Assign Weights to Contact Lists page in this manual.

End of List Options Tab.

A Treatment defines what CX Contact should do with a call that does not reach the intended party. On the Treatment tab, Treatments are broken down into the following sub-tabs:

  • Delivery Options - define the circumstances in which the system should connect a call to an agent.
  • Retry Options - define the way the system should respond to any given call result.
  • Device Escalation - in the event a single record contains more than one device, you can identify which device(s) are contacted as well as the order in which they are contacted.

Click the links above to learn how to apply treatments and device escalation.

End of Treatment Tab.

If you have a campaign using Predictive dialing and the Abandoned Call Rate optimization parameter, and you want the system to switch to Progressive dialing in the event the target abandon rate reaches your optimization goal (for example 3.1%) to eliminate the risk of further abandonment, you'll specify those values here. The system can then switch back to Predictive once the call abandon rate returns to an acceptable level (for example 2.9%).

CXC DP CompTab.png

End of Compliance Tab.

Important
Use these options only if you have advanced knowledge of CX Contact or have been advised by Customer Care.

On the Advanced tab, you can configure an unlimited number of arbitrary dialing options that provide additional functionality. Enter the option name and value that you want to apply to the campaign group here. Contact your account representative for more information about the available options.

The pacing and dialing options available on this page are described in detail in the Pacing Options and Advanced Dialing Options sections on the Pacing and Optimization page in this manual.

End of Advanced Tab.

When you're finished, the campaign group and its contact lists will appear on the campaigns dashboard.

CXC CampaignHierarchy.png

Edit a Campaign Group

To edit a campaign group, go to the campaigns dashboard and click the name of the campaign group to open and edit its properties.

Edit Settings for Active Campaign Groups

In most cases, you can edit a campaign group setting while the campaign group is running. In some cases, however, a setting cannot be changed, or it can be changed only if you first pause the campaign group, make the necessary changes, and then resume the campaign group.

The table below lists each campaign group setting and the condition under which each setting can be changed.

[+] Show table

Delete a Campaign Group

To delete a campaign group, go to the campaigns dashboard, click the More Actions menu (displays as an Ellipsis) displayed next to the campaign group and select the Delete Campaign Group option.

CXC EditDeleteCG.png

Start a Campaign Group in a Paused State

If, after creating the campaign group, you don't want to begin dialing immediately, you can put the campaign group in a paused state and then manually start the campaign group at a later time.

To do this, check Start Paused from the New Campaign Group page.

CXC StartPaused.png

Start, Pause, or Stop a Campaign Group

On the campaigns dashboard, use the media controls next to each campaign group to start, pause, or stop dialing activity.

  • Start - Starts or resumes dialing.
  • Pause - Pauses dialing activity.
  • Stop - Stops (unloads) dialing entirely. Note: Stopping a campaign group resets all campaign group statistics.
CXC Campaign Controls.png

List Reset Options

In the event you pause and then restart a campaign, you can specify the way in which CX Contact should retry the contact list. You'll do this on the General tab for the campaign object.

CXC ListResetOptions.png

The List Reset options are as follows:

  • Continue (Default) - CX Contact resumes dialing against the contact list.
  • Full Reset - CX Contact resets the contact list and starts dialing without any consideration for previous call results achieved.
  • Selected Reset - CX Contact retries a contact list based on selected call results. A list reset occurs under any of the following conditions:
    • Call Result - Specify the call result(s) you want included in the retry.
    • Record Type - Select the record types you want included in the retry.
    • Record Status - Select the record status you want included in the retry, as follows:
      • Ready - The record is ready to be dialed. It has not yet been attempted.
      • Retrieved - The record is retrieved from the database and is currently being processed.
      • Updated (Default) - The record has been processed and updated in the database.

Automatically Complete a Campaign Group Upon Record Depletion

In the event all contact list records have been attempted and retry parameters depleted, CX Contact will automatically stop the campaign group and send a toast notification to all affected agents to advise that the campaign has been unloaded.

To enable this, check Complete if no more records on the New Campaign Group page.

When you're finished, select Create or Create and Run.

Important
This option is only available for campaign groups that are not currently running. If you want to apply this option to a campaign group that is currently running, you must first stop the campaign group, select this option, and then resume the campaign group.


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This page was last modified on 2 October 2018, at 06:17.