Overview

The Configuration module allows you to create and maintain voice, email, and chat campaigns.

  1. Open the Workspace

  2. Select Configuration from the Campaigns menu


1. Add or Edit Campaign Group

This feature allows you to create and maintain Campaign Groups that assist you to separate and organise campaigns.

  1. Open the Workspace.

  2. Select Configuration from the Campaigns menu.

  • To create a new group, click Add Group. The Add Group dialog opens.

    • To edit a group, click Edit next to the group name. The Edit Group dialog opens.

  1. Enter a meaningful name for the group.

  2. Enter a description for the group.

  3. Click Save


2. Add Campaign

This feature is used to determine the type of campaign to be created.

  1. Open the Workspace.

  2. Select Configuration from the Campaigns menu.

  3. Click Add Campaign. Select the type of Campaign you would like to create. Click on the links below to find out more about the configurations for each type of campaign:
    Inbound Campaign
    Outbound Campaign
    Email Campaign
    Chat Campaign

  4. Select the type of campaign you wish to create from the drop-down selection list.

  5. Click Next. The appropriate Edit Campaign dialog opens.

NOTE: You must assign a Team to a Campaign before you can complete setting up a Campaign. 


3. Clone a Campaign

When you clone a campaign, you make an exact copy of the campaign and give the copy a new name and perhaps also a new group. In all other respects, the copy inherits all the configuration settings of the original.

  1. Open the Workspace.

  2. Select Configuration from the Campaigns menu.

  1. Click Clone Campaign. The Clone Campaign dialog opens.

  2. Select the name of the campaign you wish to clone from the drop-down selection list.

  3. Enter the Campaign Details as described in the table below.

  4. Click Save.

Note: When you Clone a Campaign, the Teams from the original Campaign will also be brought across. You will need to amend the Teams as you require.

 


4. Add to Queue Setting

This feature allows you to connect wrap codes assigned to the campaign to an outbound campaign for callbacks.

  1. Open the Workspace.

  2. Select Configuration from the Campaigns menu.

  3. Locate the Campaign Group you wish to open and click Show. A list of the campaigns in that group is displayed.

  4. Select the campaign to be edited. The Campaign Details are displayed for that campaign.
    Add to Queue is available for Inbound, Outbound, and Chat campaigns.

  5. Click Add to Queue.

Create the connection between selected wrap codes and an outbound campaign

  1. Select the Wrap Code that will trigger the contact to be added to a campaign queue

  2. Select the outbound campaign that the contact will join

  3. Where required, select which Activity Fields will be matched to the outbound campaign Contact Fields by selecting from the drop-down selection list either the target field name or Ignore.

  4. Click Save. Repeat steps 1-4 for every wrap code in the campaign that you wish to connect with an outbound campaign callback queue.

  5. Open the campaign the contact will join, click Edit, and select "Add to Queue" as a List to Dial with an associated dialler strategy.

  6. Start the outbound campaign.

View, edit, and delete Add to Queue settings

  1. Select the campaign to be edited. The Campaign Details are displayed.

  2. Click Add to Queue. The Add to Queue Setting dialog opens.

  3. Select the Wrap Code from the drop-down selection list. The current settings are displayed.

    1. To edit the settings, make the required changes, and click Save.

    2. To remove the Add to Queue Setting, click Delete

Some simple Add to Queue scenarios

Scenario One – a dedicated callback campaign

There are three outbound campaigns created for a sales campaign, one is used to contact leads in New Zealand, another is used for eastern Australia, and the third is used for central and western Australia. Each campaign has a narrow dialling window between 6:00 pm and 10:00 pm in the lead's timezone.

An outbound campaign has been created to deal specifically with callbacks generated from the other campaigns. This has been done for two main reasons:

  • the callback campaign can dial when the lead has requested the callback because the dialling window in the dedicated campaign allows it

  • a purpose-built dialler strategy can be applied to the callbacks in the dedicated campaign.

In each of the three outbound campaigns, a wrap code called Callback Requested has been created and has been associated with the dedicated callback campaign using the Add to Queue Setting. When the agent applies the Callback Requested wrap code, they can enter the lead's preferred time and telephone number.


Scenario Two-three outbound campaigns

An inbound campaign can result in three possible insurance sales outcomes: Home, Auto, and Life. The agent interacting with the caller enters the result into the campaign script and uses one of three wrap codes after the call is terminated.

There are three teams performing post-sales support - teams 1, 2, and 3 - one for each insurance product, and each has its own outgoing campaign callback queue. The Add to Queue function is used to connect each of the three wrap codes (Home, Car, or Life) to the appropriate callback queue.

Each team knows that all callbacks assigned to their campaign have purchased the product they service so no transfer of data is required.

Scenario Three — one outbound campaign with a contact field value used to distinguish callbacks

An inbound campaign can result in three possible insurance sales outcomes: Home, Auto, and Life. The agent interacting with the caller enters the result into the campaign script and uses one of three wrap codes after the call is terminated.

There is only one team performing post-sales support and only one associated outbound campaign.

The Add to Queue is used to associate each of the three wrap codes to the outgoing campaign callback queue and maps the result in the activity field into the outbound campaign contact data so that post-sales support knows which product was purchased when they call the purchaser.


5. Add an Email Template to a Campaign

This feature allows you to associate one or more email templates with a campaign.

An email template can be associated with any type of campaign.

Where to find this feature

  1. Open the Workspace.

  2. Select Configuration from the Campaigns menu.

  3. Locate the Campaign Group you wish to open and click Show. A list of the campaigns in that group is displayed.

  4. Select the campaign to be edited. The Campaign Details are displayed for that campaign.
    Email Templates for Campaign is available for Inbound, Outbound, Email, and Chat campaigns.

  5. Click the Add icon in the campaign details display. 

  6. Enter a title for the template.

  7. Select an appropriate template to be used by the campaign.

  8. Click Next.

Field Name

What you should do

Title

Enter the title of the Email Template. The name does not have to match the name of the Email Template itself, and should be given a name that is more meaningful within the context of the campaign.

Select an Email Template

Select one of the pre-defined Email Templates. As soon as a template is selected, an additional section for mapping of fields opens at the bottom of the dialog box. This can be used to map the fields defined in the template against data fields defined in the campaign.

When you click Next, a dialog box showing the email template opens, and you can edit any of its fields to change their default values, within this campaign.

Field Name

What you should do

Allow Agents to modify

Click the checkbox to enable an agent to modify the email details, (e.g. Subject, Sender Name, CC, BCC, and Reply To) when about to send the email.

See Add or Edit Email Template for a description of how to edit the template to meet the requirements of this campaign.

The template itself is not changed during this process.