Inbound Campaign Configuration Details

Overview

An inbound campaign involves contact centre agents receiving phone calls.

Open the Workspace.
Select Configuration from the Campaigns menu.
Add configuration details

The Campaign holds general configurations once created you will also need to configure the following:

A list of agents assigned to the campaign.
See Queues
A workflow designed to route the calls to the most suitable agent.
See Workflows
A script that assists the agents to properly conduct the interaction.
See Scripts
Campaign data fields so that relevant data about the interaction can be captured.
See Data Fields
Wrap Codes that are used to summarise the interaction outcome
See Wrap Codes and Add to Queue Setting

1. Add or Edit an Inbound Campaign

This feature allows you to create and maintain inbound campaigns.

Where to find this feature

Open the Workspace
Select Configuration from the Campaigns menu
1. To add a new campaign:
  - Click New Campaign
  - Select Inbound from the drop-down selection list
  - Click Next. The Edit Inbound Campaign dialog opens
2. To edit an existing campaign:
  - Select the campaign you wish to edit
  - Click Edit. The Edit Inbound Campaign dialog opens
Enter the Campaign Details as described in the tables below
Click Save/Update

2. General Settings

Field	What you should do
Campaign Title	Enter a meaningful name for the new campaign. Note Do not include quotation marks in the campaign name.
Campaign Description	Enter a short description of the campaign for later reference.
Campaign Group	Select the pre-existing group to which you are assigning this new campaign.
Auto wrap time	Select the duration that the system waits before the call is wrapped automatically. The agent has this interval to commence applying a wrap code.
Auto select wrap code	Select the wrap code that is applied to a call when Auto Wrap occurs.
Extended auto wrap time	This drop down enables an agent to extend the auto wrap time by the amount of time you specify here if they need extra time to wrap the call
Allow free-format emails	Click in the checkbox to enable agents to send free-format email replies. If this is not checked, agents will only be able to send emails based on pre-defined email templates.
Enable Sound Quality Feedback	Click in the checkbox to enable a quality rating display which the agent will see when wrapping a call, and which will require them to rate the voice quality of the most recent call between one and five by clicking on one of five stars. One star represents the lowest score and therefore the worst call quality rating.
Require email address confirmation	Click in the checkbox to enable the display of a confirmation message box when an agent wraps a call using a wrap code that will automatically send an email. The message box will ask the agent to confirm that the destination email address is correct. If this option is not enabled, the system will attempt to send the email to the destination email address without any notification to the agent.
Survey Call Ratio	Select a ratio from 10% to 100% or select 'No Survey.' A setting of 50% will mean one in two callers are surveyed; a setting of 10% will mean one in ten callers are surveyed.
Email Channel	Select the email channel that will be used for the campaign. The default selection is the organisation email channel.
Survey Workflow	Enter the name of the workflow you have created to conduct the Post-call Survey. See Adapt an Inbound Campaign to include a Post-call Survey in the Learning Centre for assistance on how to include a Post-call Survey in your campaign.
MOH Playlist	Select a playlist to be used for Music on Hold. Playlists are created using the Files module. See Resources > Files > Music on Hold Playlists.
Published CLI	Select which CLI is to be used for transfers in this campaign. There is a choice of the Caller CLI (which is the default), Agent CLI, Organisation CLI, withholding the CLI, or selecting a specific numeric CLI. If Caller CLI is selected, this will only apply to transfers within the contact centre - that is, to connected agents. For privacy reasons, if the call is transferred to a party outside the contact centre (even a remote agent), the Caller CLI will not be passed on, and instead will be replaced by the Organisation CLI.

3. Call Recording Settings

Field

What you should do

Enable Call Recording

Enable the recording of all calls made in the campaign.
This setting will only be displayed if call recordings are enabled at the organisation level. See your system administrator about organisation settings.

Note

When Call Recording is enabled, one or both of Start recording immediately and Allow Recording to be paused must also be enabled before call recording can occur.

Note

Manual calls that are not associated with a campaign will not be recorded.

Start recording automatically when agent connects

Click in the check box to start recording calls as soon as the agent and contact are connected. Alternatively, you may elect to not start recording immediately, to allow the agent time to request the contact's permission to record the call. If and when permission is given, the agent can start the recording manually.
This setting will only be activated if call recording is enabled.

Allow agent to start/pause/resume recording

Click in the check box to enable agents to start, pause, and resume recording during an interaction. This is only likely to be needed if the agents will be accepting confidential information that must not be recorded (such as credit card information) during calls, or if Start recording immediately is disabled and agents will manually start recording the call.

Note

If Start recording immediately is disabled, this option must be enabled to allow the agent to start recording.

This setting will only be available if call recording is enabled.

4. Announcements List

The Announcements tab in the Agent Toolbar provides the facility for agents to play pre-recorded messages at any time to contacts. This could be used, for example, to play a pre-recorded warning that calls will be recorded, or play a pre-recorded explanation of contractual terms and conditions.

This section of campaign settings allows you to select which of the available soundfiles are made available to agents in the campaign. You can select any one or more of the soundfiles previously uploaded into the soundfiles repository through the Resources/Files menu. If no soundfiles are selected, the Announcements tab will not be displayed to agents, and playing of pre-recorded messages will not be possible in the campaign.

5. ipSCAPE PAY

Field	What you should do
Payment Account	Select the Merchant to be used when processing payments for this Campaign. The Merchant is configured in Integration under ipSCAPE PAY.

6. Timezone Settings

Field	What you should do
Region	Select the appropriate Region for the campaign. This setting populates the Timezone drop down list box below with the available time zones for that region.
Timezone	Select the appropriate Timezone for the campaign. This setting is applied if the campaign uses a "Validate Operational Hours" workflow object to check whether the contact centre is operational when an incoming call is received. The default value for this setting is the Organisation Timezone.

7. Service Level

See also Service Level Settings for an understanding of how these settings are applied within Contact Centre.

Note

The Service Level Period and the Short Call Duration are both applied to the duration after the incoming call leaves the IVR workflow and enters the campaign queue.

Field	What you should do
Service Level Period	Input the period, in seconds, against which the Service Level metric for this campaign is calculated. For example, if the target Service Level is "90% of calls answered within 20 seconds", then the Service Level Period is 20 seconds. The default setting is 20 seconds.
Short Call Duration	Input the period, in seconds, within which a call that is hung up by the contact is considered as a "short call" and is not included in the calculated Service Level metric. If you do not want to make any allowance for short calls, set the value to 0. The default setting is 10 seconds.

A Service Level metric is widely used in inbound contact centres, typically as a target or SLA (e.g. "90% of calls should be answered within 20 seconds"). However, the method of calculating it varies considerably between centres. Therefore, the method used by the Cloud Contact Centre has been designed to be very flexible and, by adjusting two settings, is able to generate the Service Level metric in a way that will suit most contact centres.

The settings are:

Service Level Period (t), which is typically set to between 20 and 30 seconds (the default is 20 seconds), and
Short Call Duration (x), which is typically set to between 5 and 10 seconds (the default is 10 seconds).
Note
The Service Level Period and the Short Call Duration are both applied to the duration after the incoming call leaves the IVR workflow and enters the campaign queue.

To explain the use of these settings, an explanation of the derivation of the various service level metrics is required.

The parameters to be used in the Service Level formula are:

Acronym	Meaning
An	Total calls answered
Ab	Total calls abandoned
Ant	Total calls answered within t seconds
Abt	Total calls abandoned within t seconds
Abx	Total short calls - that is, total calls abandoned within x seconds (where x < t)

The formula implemented is:

Service Level = (Ant+Abx) / (An+Ab)

This formula gives a contact centre the ability to calculate Service Level using many different variants of the one formula. The three main variants can be illustrated by the following examples:

The simplest variant is the most conservative and ignores short calls entirely, by setting x = 0. It therefore only gives credit for answered calls, and treats all abandoned calls as if they should have been answered, but weren't:

Service Level = Ant / (An+Ab)

The most generous variant is achieved by choosing values of t and x to be the same (e.g. t = 20, and x = 20). This means any calls abandoned within the Service Level Period are considered to have been answered, and the formula becomes:

Service Level = (Ant+Abt) / (An+Ab)

The middle ground is achieved by setting x to a value less than t (e.g. t = 20, and x = 5). This means only very short calls that are abandoned within the first x seconds are counted as though they would have been answered, and the formula remains:

Service Level = (Ant+Abx) / (An+Ab)

8. Assigned Teams

Go to the Assigned Teams Tab

In the Is Assigned column select All
Select the Teams you would like to add the Agent to
Press the Add button in the header

If the relevant Team doesn’t display you can create in the Teams module in the Administration menu