Campaign Definition

A campaign is a structured set of communication activities within the system, created with a specific purpose in mind. This purpose may include sales, collections, customer support, or surveys.

Each campaign brings together key elements such as contact lists (leads), assigned agents, dialing methods, and specific configurations. This allows you to control how and when calls are made, as well as track the results effectively.

In simple terms, a campaign defines what will be done, how it will be done, and which resources will be used, making it easier to manage and organize daily operations within the system.

Typical attributes:

• Campaign Name
  This is the name used to identify the campaign. It should be clear and descriptive so it can be easily recognized.
• Type (Outbound, Inbound, Blended)
  Defines how the campaign operates. Outbound campaigns are used for making calls, inbound campaigns handle incoming calls, and blended campaigns manage both.
• Associated Lead Lists
  These are the contact lists linked to the campaign. The system will use these lists to determine which leads will be contacted.
• Status (Active, Paused, Completed)
  Indicates the current state of the campaign. An active campaign is running, a paused campaign is temporarily stopped, and a completed campaign has finished its operation.
• Description / Metadata
  Additional information used to provide context or details about the campaign. This may include notes, tags, or any relevant data for management and reporting purposes.

• Campaign name
• Type (outbound, inbound, blended)
• Associated lead lists
• Status (active, paused, completed)
• Description / metadata

Campaign Types

Supported campaign modes:

• Preview Dialing
  Allows the agent to review the lead information before placing the call. This is useful when preparation or context is required prior to contacting the customer.
• Progressivecroco Dialingmode dialing
  Automatically places one call per available agent. This ensures a steady call flow while maintaining control over agent availability.
• Predictive Dialing
  Uses an automated pacing algorithm that adjusts call volume based on agent availability. This helps maximize efficiency by reducing idle time.
• Power Dialing
  Dials a fixed number of calls per agent simultaneously. This method increases call volume and is typically used in high-intensity outbound operations.

• Preview dialing (agent reviews lead before calling)
• Progressive dialing (one call per available agent)
• Predictive dialing (automated pacing based on agent availability)
• Power dialing (fixed calls per agent)

Dialing Strategy

Defines how calls are initiated within the campaign:

• Dialing Mode (Preview, Progressive, Predictive, Power)
  Determines the method used to place calls within the campaign, based on how agents interact with leads and how calls are distributed.
• Calls per Agent Ratio
  Specifies the number of calls assigned to each agent, helping balance workload and call volume.
• Pacing Configuration (for Predictive Dialing)
  Adjusts the dialing speed based on agent availability, ensuring an efficient flow of calls while minimizing idle time.
• Abandon Rate Control
  Regulates the percentage of calls that may be abandoned, helping maintain compliance and improve customer experience.

 

• Dialing mode (preview, progressive, predictive, power)
• Calls per agent ratio
• Pacing configuration (for predictive dialing)
• Abandon rate control