Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 2 Next »

ON THIS PAGE

What is a Queue Campaign?

In a queue campaign, the dialer generates calls to contacts within a list and puts the call in a queue only when the contact answers the call. Available agents in the queue will be able to answer and connect to the contact.

The XCALLY Motion Bull Dialer originates calls and waits for the contact to answer for a predefined Originate Timeout [secs]. If the contact answers before the timeout expires, the call is forwarded to the queue; otherwise, the call Originate Status will be set to No Answer.

Once the call is placed in the queue, the dialer waits for predefined Queue Timeout [secs] and drops the call if the timeout expires before being answered by an agent in the queue.

You can find the Queue Campaign section under the XCALLY Motion Bull menu:

Queue Campaign in 10 steps

1️⃣ Create a Trunk

Trunk is a SIP connection between your Contact Center (XCALLY Motion server) and a VOIP provider. Your VOIP service provider will provide you information like Trunk Username, Password and Domain to register XCALLY to their trunking system

Create a Trunk in the section Tools → Trunks

XCALLY Motion Dialer generates calls through a trunk to the VOIP provider that routes the calls to the called contacts.

2️⃣ Create an Interval

Define when your Queue Campaign will run!

Create the intervals in the section Tools → Intervals

The time interval defines the time and day during which the dialer is allowed to perform outbound calls. You can create multiple sub-intervals to manage calls on different time, day or month intervals. (Time intervals will work only if they are in the range defined as Global Interval of the Campaign).

3️⃣ Create a List and upload Contacts

Upload your Contacts: the Dialer will call them and route the call to your Agents automatically!

So you have to create lists in section Contacts Manager → List and after that Update Contacts in section Contacts Manager → Contacts

This would be the list of contacts to use in the queue campaign for the dialer to call. You can add multiple contact lists to a queue campaign. You can also create a list containing the numbers you do not want to call (in this case we call it blacklist).

4️⃣ Create Agents

You can quickly create a new Agent that will manage calls using the XCALLY Phonebar

In the Section Staff → Agents / Teams you can create agents and teams to manage then the queue campaign.

5️⃣ Create a Queue Campaign

You can create any number of queue campaigns that run simultaneously in the section Motion Bull → Queue Campaigns using the + Add button and choose the queue campaign general parameters: 

  • Name: the name of the campaign

  • Active Flag: Activate or Deactivate the Queue Campaign

  • Trunk created before

  • Time Interval created before

  • Check Duplicate: Choose among "Always", "Never" or "Only if Open"

  • Dialing Method (Progressive, Power, Predictive, Preview, Booked Progressive). Explore documentation here to find out the differences between these methods.

  • Parameters depending on the chosen dialing method (e.g. max concurrent calls, queue timeout, agent timeout…)

6️⃣ Add List to Queue Campaign

Associate your List of Contacts to the Queue Campaign!

Motion Bull → Queue Campaigns → Edit

7️⃣ Add Blacklist to Queue Campaign (optional)

Avoid to call your blacklisted Contacts (if any).

Motion Bull → Queue Campaigns → Edit

8️⃣ Add Agents/Teams to Queue Campaign

Associate your created Agents and/or Teams of Agents to the Queue Campaign, so they can manage the calls originated by the Dialer.

Motion Bull → Queue Campaigns → Edit (and add Agents to it).

9️⃣ Start the Queue Campaign!

Motion Bull → Queue Campaigns → Edit

1️⃣ 0️⃣ Monitor the Queue Campaign

Motion Bull → Realtime

Outbound Dialer Methods

For each queue, you can choose among the following Outbound Dialer Methods:

  • Progressive Dialing: the outbound dialer will generate one call as soon as there is an available agent in the queue. This method avoids the risk of abandoned calls.

  • Booked Progressive Dialing: the outbound dialer will book an agent (the first available in the queue) before to start the call.

  • Power Dialing: this method is similar to progressive dialing but calls are generated according to a defined power level, i.e. the number of contacts to call for each available agent. 
    For this method you need to choose the Power Level: the range can be set between 1 and 10, with decimals as intermediate levels.

  • Predictive Dialing: the dialer uses the predictive interval to gather statistics about the calls and predicts the number of contacts to call that optimizes the predictive Optimization Factor, Drop rate or Agent Busy Factor:

  • Drop rate: is the number of dropped calls per total number of generated calls. Low predictive optimization percentage will minimize the number of dropped calls.

    • Agent busy factor: is concerned with agents idle time. High predictive optimization percentage will maximize agents working time.

For this dialing method you need to set also the Predictive Optimization Percentage and the Predictive Interval: the range is between 1-95

  • Preview Dialing: is a very simple method. The dialer selects a customer record from a call list and proposes this call to an agent (the "preview" phase), who can accept it and let the dialer start the call or refuse it. In this case, the Agent will stay on the line during the progress of the call, until the customer answers or any other event (line busy, call unanswered, and so on).

  • No labels