Agent campaigns

Campaigns organize business by connecting contacts and delivering interactions to agents ready to do business. Although campaigns can handle both inbound and outbound interactions, campaigns are often dedicated to a specific purpose.

Agents usually work on one campaign. However, to improve productivity and keep agents busy, supervisors can assign agents to multiple campaigns or a campaign that handles inbound and outbound interactions.

Campaigns are a combination of the following:

• Indicators: The Management Portal provides indicators for a campaign or a combination of campaigns.
• Contact lists: Contacts are organized in contact lists. Each contact list belongs to a single campaign.
• Assigned agents and teams: Agents must be assigned to campaigns to work in the campaign.

Services group campaigns that share the same data schema and the same business objectives.

The following operations help supervisors and team leaders to manage operations on the contact center floor:

• Activating campaigns: Supervisors can activate and suspend campaigns at any time, and agents may dynamically select in which campaigns to work. Different campaigns may be active at different times. In particular, agents may work in an evolving mix of campaigns through their shift, handling different kinds of interactions at different times of the day. Supervisors can easily move agents to where they are needed. However, for the best performance of predictive campaigns, agents making predictive calls should not do any other kind of work.
• Messages: System administrators, supervisors, and team leaders can set messages of the day and also broadcast immediate messages to logged agents. Messages of the day are displayed to agents when they start to work. Messages can be addressed to an agent, the agents of a team, or the agents of a campaign.
• Force ready or not ready: Team leaders can force agents ready or not ready.
• Force hang up: Team leaders can hang up agent calls, such as non-campaign calls.
• Force log out: System administrators can force agents to log out to liberate resources, such as licenses, unduly occupied by agents.

The following policies help supervisors and team leaders manage agents:

• Auto-open assigned campaigns: The Agent Portal can automatically open all the assigned campaigns of an agent.
• Not ready reasons: Agents must select a not ready reason when becoming not ready from a list of reasons configured at the contact center. Not ready reasons help team leaders to limit breaks and know the reason for the breaks. For example, coffee breaks may be limited to ten minutes.
• Automatic rotate on no answer (RONA): Delivers alerting interactions to another agent after a configured timeout. The absent agent is automatically set not ready with a specific reason. RONA helps when agents leave the workstations and forget to log out.