Campaign Groups allow Agents to log in to multiple Campaigns at the same time. This feature is especially helpful when multiple Campaigns have the same desired outcome. One common use of this feature is for Hot/Warm/Cold Campaigns. They all sell the same thing, and you can dial on all of them simultaneously.
This feature helps Admins maximize the efficiency of Agents by having them dial Leads from different Campaigns all at the same time. We have made updates to the Campaign Groups feature. The most significant change is that Campaigns can now be added to multiple Campaign Groups.
- Campaigns can belong to Multiple Campaign Groups
- Dial Level
- Dial Method
- Dial Level Schedule
- Call Routing
Campaigns can belong to Multiple Campaign Groups
Now a Campaign can belong to multiple Campaign Groups allowing for the Agents assigned to those Groups to all have access to this same Campaign.
- To learn more about creating and editing Campaign Groups, see: Create/Edit a Campaign Group
Now, a single Campaign can have different Dial Levels across multiple Campaign Groups. The Dial Level is the number of lines the system will dial per Agent on Ready or Available Status.
Dial Level Within Campaign Group is a new field that will be added to all Campaigns within Campaign Groups. This field will feature a table displaying all the Groups the Campaign belongs to and the Dial Levels set for this Campaign within those Groups. The field will show in the Outbound Settings tab only for Campaigns within Campaign Groups.
The Dial Threshold Override Level helper text reads:
When the Dial Threshold Agent is met, the Dial Level will be overridden with the selected value.
These Campaigns will also still maintain their individual Dial Levels set at the Campaign level in the also in the Outbound Settings tab.
The collective Dial Level of a Campaign Group still cannot exceed the max Account Dial Level.
Campaigns in Campaign Groups can only use certain Dial Methods:
- Power Dial
- Predictive Average
- Predictive Strict Limit
- Predictive Tapered
|For Campaigns within Campaign Groups, Inbound Only, Preview Dial, and Preview & Inbound options are not available in the Dial Method drop-down menu.|
A new message will show to the right of this field:
If the Campaign is in a Campaign Group, only Power Dial, Predictive Average, Predictive Strict Limit, and Predictive Tapered Dial Methods can be used for that Campaign.
The Dial Method will be selected on the Campaign-level and cannot be changed from the Campaign Group page. The Dial Method selected for the Campaign now applies to all the Campaign Groups the Campaign is part of.
Dial Level Schedule
There will no longer be a connection between the Campaign Group Dial Level and Dial Schedule. Since, now, the same Campaign can be included in multiple Groups.
This note can now be found in the Dial Level Schedule tab under the Schedules tab on the Campaign Settings page:
If the Campaign is part of a Campaign Group, the Dial Level will use the lowest Dial Level setting. If the Campaign Group Dial Level is lower than the Scheduled Dial Level, the lower Dial Level will be followed, or vice versa.
When a Campaign Group has a Campaign with an Active Dial Level Schedule, the following disclaimer will show on the General Settings tab on the Campaign Group Settings page:
One or more Campaigns in this Group have a Dial Level Schedule. If the Campaign Group Dial Level is lower than the Scheduled Dial Level, the lower Dial Level will be followed, or vice versa. Check the Dial Level settings in the Schedule tab of the following Campaign(s): [the campaign names will appear here.]
For a single Campaign to maintain different Dial Levels for each Campaign Group and for the Campaign itself, the system must distinguish between Agents logged into each access point.
The dialer places calls based on each logged-in Agent following the rules set in the Campaign Settings; since these Agents are now separate, calls placed on behalf of a Group Agent cannot route to a Campaign Agent.
Each Group will also function independently if two Campaign Groups are logged into a single Campaign; the Campaign Groups' Agents comprise two sets whose calls will calculate and route separately.
As such, adjustments to specific settings for placing and routing calls may become necessary to satisfy the different needs of these Agents.
Example: Campaign A has Agents logged into it through Campaign Groups A and B. It also has Agents logged directly into the Campaign itself.
Campaign A now has three Dial Levels, all operating independently. The calculations for all three Dial Levels will function based on the number of Agents logged in through each access point.
The Dial Level for Campaign Group A will calculate based on the 5 Campaign Group A Agents. Its dialing calculations will not count the 4 Campaign Group B Agents. Additionally, calls placed for a Campaign A Group Agent cannot route to available Agents in Campaign Group B.
So, if the Administrator finds the wait time for Campaign Group A Agents is too high, they would need to increase only the Dial Level of Campaign A within Campaign Group A. The Administrator will need to consider the needs of each set of Agents logged into Campaign A separately and make adjustments for their needs accordingly.
Also, within the Outbound Settings tab is the Place Calls for Agent While On Call setting.
- If this setting shows Always, the system will automatically place calls for both types of Agents while in a call.
- With the change in how the system views these Agents, calls placed for a Group Agent cannot route to available Agents outside the Group.
- So, if all Agents logged into the Group are unavailable when a call connects, the call will Drop without a destination.