Campaign Groups
What are Campaign Groups?
Campaign Groups are meant to optimize multiple queue campaigns management, particularly when they are assigned to the same agents.
A Campaign Group represents a set of Queue Campaigns (from now on campaigns) that have some attributes in common, which can be set at group level and are valid for all campaigns associated with it.
The group manage existing campaigns by adding or removing from the group. Once a campaign is added to a group, some campaign parameters will not be considered because they will be overwritten by those of the group. They are:
Active parameter
Time Interval
Agents/Teams associated
Dialing Method
For each campaign of the group an execution priority and a desired calls generated quantity are assigned.
According to the order given by campaign priority, the system generates a number of calls equal to the quantity of each campaign.
Calls correspond to the campaign hopper rows; in fact, retry and rescheduled at are considered in the quantity.
Using the screenshot example, the system will generate 40 calls for Demo1 (priority 5), then 30 calls for Demo2 (priority 5) and then 30 calls for Demo3 (priority1).
When the dialing set is completed (sum of campaign quantities), the system restart the cycle.
Using the screenshot example, once originated (40+30+30) 100 calls, the dialing set will be considered completed. Thus, the system will generate 40 calls for Demo1 (priority 5), then 30 calls for Demo2 (priority 5) and then 30 calls for Demo3 (priority1).
The system generates dialing sets as long as one of the campaign has available call to make (hopper rows).
How to set up
The configuration process with Campaign Group is described below:
Create a new Campaign Group
You can find the Campaign Groups section under the Motion Bull menu:
You can see all the already configured campaign groups or add new ones.
Click on to add a New Campaign Group and fill the following form:
Name: Name of the group campaign
Description: (optional) Descriptive field
Interval: Choose from the list the time interval, that is the range of time to define when the application is executed (Create Intervals from Tools section).
Dialing method: Choose from the list the dialing method (Predictive, Progressive and Powerdialing), that is the way the dialer generates calls.
Edit a Campaign Group
Edit Campaign Groups
On the Campaign Groups list, click on related to a campaign group and then choose the Edit.
Add Agents, Teams and Campaigns
From the Command Bar, it is possible to access:
Agents Management: Add agents to the group
Campaign Management: Add campaigns to the group
Teams Management: Add teams to the group
Go to History
The parameters campaign group Agents and Teams overwrite the single campaign agents and teams, when associated to the group.
Campaign group agents and teams are associated to each single campaign of the group.
Group Campaign can manage up to 5 campaigns.
Each campaign can be assigned to only one campaign group.
Details
Name: Name of the campaign group
Active: Activate or deactivate the campaign group
When the campaign group is active, each single campaign of the group is enabled.
When the campaign group is inactive, each single campaign of the group is disabled.
Interval: Choose from the list the time interval, that is the range of time to define when the application is executed (Create Intervals from Tools section).
Description: (optional) Descriptive field
Dialing method: Choose from the list the dialing method, that is the way the dialer generates calls.
Progressive
Progressive: the dialer automatically generates one call as soon as there is an available agent. When the customer answers the call, the call is transferred to the agent.
Insert the following parameters:
Max concurrent calls: the maximum number of concurrent calls that will be originated by the dialer (where 0=unlimited calls)
Agent Timeout: time in seconds an agent device rings (default value=3). After the timeout, the system switches the call to another agent in queue
Predictive
Predictive: the system uses an algorithm that enable the dialer to automatically generate calls according to agents' availability and to the Optimization Factor.
The system uses the Progressive method at first (one call for one available agent). Afterwards, 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: 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: the percentage of the agent's logged in time that they are occupied on calls. High predictive optimization percentage will maximize agents working time.
Insert the following parameters:
Predictive Optimization: is a factor used to optimize the predictive algorithm:
Drop Rate: factor used by the predictive algorithm to maintain the abandon rate at or below the Predictive Optimization Percentage
Agent Busy Factor: factor used by the predictive algorithm to maintain the busy factor at or above the Predictive Optimization Percentage
Predictive Optimization Percentage: Percentage based on the selected predictive optimization factor
Predictive Interval: Time interval in minutes to be considered by the predictive algorithm to calculate amount of calls to generate for optimizing the predictive optimization factor
Predictive Max Threshold (%): If the percentage of agents available in the time window, compared to the agents available at the time of prediction, exceeds the configured maximum limit, the predictive recalculates the prediction.
Predictive Min Threshold (%): If the percentage of agents available in the time window, compared to the agents available at the time of prediction, exceeds the configured minimum limit, the predictive recalculates the prediction.
Powerdialing
Powerdialing: the dialer automatically generates X number calls as soon as there is an available agent, where X number is defined by the Power Level. When the customer answers the call, the call is transferred to the agent.
This method is similar to progressive dialing but calls are generated according to a defined power level, that is 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.
Insert the following parameters:
Power Level: insert the number of contacts to call for any available agent (the range is 1-10 but pay attention not to increase too much this value in order not to lose calls)
Global Interval: Global time interval during which the dialer is allowed to call contacts.
Timezone: you can specify timezone of a single group of campaign
Voice Queues
In Voice queues, all the campaigns associated to the group are listed.
From here, it it possible to define for each campaign:
Quantity: Number of desired originated calls for the single campaign into the group. The sum of quantity of the campaigns into the same group is defined as Dialing Set.
Using the screenshot example, the system will generate 40 calls for Campaign01, 30 calls for Campaign02, 30 calls for Campaign03.
Priority: Campaign execution priority (lowest/1, low/2, medium/3 – default, high/4, highest/5). With equal priority, the creation date is considered. The campaign with highest priority will be executed first, that is the system will originate calls for the campaign with the highest priority.
Using the screenshot example, the system will generate calls for Campaign01, then for Campaign03 and then for Campaign02.
Save the Campaign Group!
Delete Campaign Groups
To delete a single campaign group, find it in the campaign group list, click on and choose Delete.
Campaign Group History
After executing the Campaign Group, you can check historical data.
From the Command Bar, it is possible to Go to History (icon 4).
For each dialing set, you can see:
ID number
Progressive number
Size, that is the sum of campaigns’ quantity
Generated calls
Details: generated campaign out of quantity for each campaign
Close at: closing date and time
Closed reason
From the Command Bar, it is possible to access:
Refresh data
Realtime
Campaign management
Date filter
Campaign Group Realtime
In the Realtime environment, it is possible to monitor group campaigns in real-time.
We can access the campaign group Realtime from:
Motion Bull Menu → Realtime section → Campaign Groups
Motion Bull Menu → Campaign Group → Go to History icon → Command Bar → Realtime icon
For each group campaign, you can see:
Campaign
Quantity
Priority
Size of set
Originated calls with completed sets
Originated calls in current set
In bold, you see campaigns in execution.