Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- 1 Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Lists Tab
Associations between an outbound campaign and its calling lists are configured in the Lists Tab. The upper part of this tab displays the calling lists associated with the selected campaign. To associate a new list with the given campaign, click the button with the “+” sign in the right pane and select the list from the dialog box that appears. The lower part of this tab contains the settings that define how the list will be used within this campaign.
By default, lists assigned to a campaign will appear in the campaign with the same priority and without any filters applied. I.e., if you decided to run a campaign after such initial assignment, all records from assigned lists would be dialed in a round-robin fashion in the order in which they appear in the originally imported list.
ServicePattern allows you to configure list order, apply filters, and define sorting rules. These settings are configured in the List tab of the Services and Campaigns menu option. Assigned lists appear in the upper portion of this screen. Properties that define use of the currently selected list within the given campaign appear in the lower screen portion and are described in the following table:
Properties tab | |
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List | Name of the selected list. Read-only. |
Enabled | Indicates whether the records from this list can currently be used within this campaign. Select the checkbox to use the records from this list.
Note that lists can also be enabled and disabled via the Agent Desktop application by a user designated as an operator for this campaign. Note also that a quota-based campaign can only have one list enabled in it at a time. |
Order | Defines the order (form low to high) in which lists will be used within the service. If you want records from different lists to be dialed in a round-robin fashion, assign the same priority to all such lists. See property Dialing ratio below for more information. |
Dialing ratio | For lists with the same order, defines the ratio at which records from these lists will be used. For example, if you have two lists with order 1, the first list has dialing ratio set to 2 and the second list has dialing ratio set to 3, two records from the first list will be used, then three records from the second list, then again two records from the first list, and so on. |
Instance name | The same list can be assigned to a campaign multiple times with different filters (see the Filters tab below). This property allows you to assign a different name for each instance of the same list within the same campaign. Note that the system does not verify uniqueness of such names. |
Filters tab | |
Filter | Specifies which records from this list will be used in the given campaign. Click add filter field to define a new filter and select the entity that will be used as a filter from the Filter records by drop-down menu. You can define multiple filters for the same list instance.
Note the following:
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list field values | Allows you to select records with specific values of certain fields.
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dispositions from campaign | Allows you to select records that were used in a previous campaign and whose processing ended with a specific disposition. For example, if you previously ran a sales campaign, and now would like to run a customer satisfaction survey campaign for the products sold during that campaign, you may use this filter to only reach the customers who actually purchased the product (as may be indicated by dispositions in the results of the original campaign).
|
only never attempted records | Allows you to select records whose dialing was never attempted during a previous campaign to which this list was assigned. For example, the campaign was terminated before all records on the list had been attempted.
From the Campaign drop-down menu, select the desired previous campaign. A campaign will be available for selection here if it meets all the following criteria: (1) it has used the same list at some point, (2) its results are still stored in the system, and (3) it does not have a configured quota (see below). |
all unfinished records | Allows you to select all records whose processing was not finished during a previous campaign. This includes the never attempted records (see above) as well as the records that were attempted without a final result. For example, a dialing attempt was rescheduled due to no-answer event, but the campaign was terminated before the rescheduled time.
From the Campaign drop-down menu, select the desired previous campaign. A campaign will be available for selection here if it meets all the following criteria: (1) it has used the same list at some point, (2) its results are still stored in the system, and (3) it does not have a configured quota (see below). |
Quota tab | |
General information | Outbound quotas are used in campaigns where it is sufficient to successfully process a subset of records from a calling list in order to fulfill the purpose of the campaign. Typical examples of such campaigns are polls and surveys. In a quota-based campaign, records are selected for dialing from the associated calling list based on the conditions set in the quota configuration. The dialing stops once the specified number of such records have been completed with desired dispositions. For records whose processing was stopped or never started because a campaign quota related to this record was reached, campaign results will have the Out of Quota field set to "1"
Note the following:
|
no quota | Indicates that no quota is configured for this list within the given campaign. |
list-wide | Use this type of quota to dial a specified number of records from the entire list without applying any specific selection criteria. Enter the desired number of records in the Quota field. Dialing will stop once this number of records have been completed with any disposition of success type. |
per field value | This type of quota is used for:
To set a disposition-based quota, select Campaign Disposition from the drop-down menu and click the Set quota link. The dialog window will list all dispositions of success type defined within the given campaign. You can set a different number of records for each specific disposition or enter the same number of records for all dispositions via the All groups field. Dialing will stop once the specified number of records have been completed with each disposition for which a quota is set. To set a field-based quota, select the desired list field from the drop-down menu.
For field-based quotas, note the following:
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per value pair from 2 fields | This type of quota allows you to set a number of records to be processed per a combination of values from any two fields (e.g., setting a quota per age group in each state). To set quotas per value pair, specify both fields as explained in per field value above and click the Set quota link. The dialog window will list all possible combinations of values from those fields that exist in the given list. You can set a different number of records for each specific combination or enter the same number of records for all combinations via All groups. The dialer will select records with matching value pairs, and will stop processing records with a specific value pair once the number of records specified for that combination have been completed with any disposition of success type.
See the additional notes for field-based quotas above. |
Sorting tab | |
Sorting order | Allows you to choose the order in which the records of this list will be selected for dialing.
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