Under the Queue Campaign Edit section you will find the following information:
1. Clone the campaign | 5. Add Agent |
2. Add list | 6. Reset/Restore List of contacts |
3. Add blacklist | 7. Go-to-Realtime |
4. Add team | 8. Save changes |
Settings
Campaign
Retry Settings
Advanced
Advanced campaign features vary according to the method chosen. In the following section (on the right side) you can find the full list of the advanced parameters.
All campaigns have in advanced, recall me section:
In this section you can set the recall-me feature.
When the Agent closes and disposes a call in a campaign, he can set an automatic recall request to the system: in this case the system tries to recall the customer and to pass the call to the specific agent for the time (in minutes) inserted in the Recall Me Timeout.
If this is not possible (e.g. the Agent is not available) the call is dropped, unless the Recall in Queue flag is set: this option enables the call to be passed to any available agent belonging to the same queue.
If the Campaign is Preview:
Automate Recall Me calls (if the Campaign is Preview): If enabled, the system will automatically generate the Recall Me calls (the Recall Me call is performed by the Booked Progressive strategy- as soon as the Agent is available, the system calls the Agent and then calls the contact). If disabled, the Agent must select the contact manually from the list showed from the Motion Bull Preview button: the Recall Me contact will be distinguished from the other contacts by an info label.
Recall Me Reminder (if the Campaign is Preview): If enabled, the system will send a notification to the Agent n° minutes (according to Preview Recall Me Reminder Interval set in General Settings) before generating the Recall Me call.
Monitoring Queue Campaigns
The Sections useful for monitoring Queue Campaigns are the following:
Hopper
The four widgets on top show:
Total: the total number of contacts in the list
Fresh: total number of contacts that are in line to be dialed by the dialer for the first time
Open: total number of contacts that have been dialed (at least once) and are still in line to be dialed
Closed: is the total number of contacts already called and closed
The Hopper contains list of contacts that are going to be called by the dialer at a scheduled time:
When you add a list in a queue campaign, all contacts in the list are placed in the hopper.
When you add new contacts in the associated list, the system will automatically add the new contacts to the hopper.
Note: Before placing a call to a contact in the hopper, the dialer checks if the contact exists in the blacklist and skips it if it does exist.
From the three dots menu you can:
Delete the Hopper (delete the scheduled call)
Edit the Hopper and change the schedule for this call, modifying:
When uploading a list of contacts in a Queue Campaign: if the contact has a scheduled date > current date then the schedule date of the hopper should be equal to the date already set; if the contact hasn’t got a scheduled date or has a scheduled date < current date then the schedule date should be equal to NOW().
History
Hopper History contains history of calls originated by the dialer. Status, start time and end time of every call that was dialed by the dialer is logged in the hopper history:
Click here for the Calls Status List Table. Please note that the list of values shown depends on the Method chosen.
Final
Hopper Final contains list of closed contacts (because successfully managed or for other reasons).
Click here for the Calls Status List Table. Please note that the list of values shown depends on the Method chosen.
If a contact is successfully connected to an agent, the contact is moved from the Hopper to Hopper Final and will not be called again.
If a call has failed, the number of times it failed for congestion, busy and no answer will be shown in the Hopper as long as the max retries are not reached. When the max retries are exhausted, the contact will be moved to the Hopper Final and the status will show the reason the contact has been closed
Once contacts are moved to the Hopper Final, if you remove the list from the campaign and add it again, only open contacts (contacts that are not in the Hopper Final) are placed in the Hopper and dialed by the dialer. This will avoid unnecessary calls to closed contacts
How to Restore Contacts
You can move one or many contacts from Final to Hopper: they will be restored in the Hopper and the Dialer will call them again.
This function is not allowed
if they have Status=Answered.
if a Contact Id is already in the Hopper (this prevents multiple identical contacts to be restored in the Hopper).
Once you restore a contact, this is not moved from Final to the Hopper but a new entry is added to the Hopper.
You can restore contacts in several ways:
clicking on this button you can select one of the Calls Status List to restore, choosing among those available from the pop-up screen:
selecting one item in the list and click on 3 dots menu and then choose Restore contact
selecting one or more items clicking the corresponding checkboxes and then click this icon:
Blacklist
Here you find the list of all those contacts that must be excluded from the campaign. So if you choosed before a blacklist, here you can see the list of all contacts.