Campaign Groups allow Agents to login to multiple campaigns at the same time. This feature is especially helpful when you have multiple campaigns with 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 will help admins maximize the efficiency of agents by having them dial leads from different campaigns all at the same time.
From the Dashboard, click on Call Center and then click on Campaign Groups.
On the Show Campaign Groups page, click on the Add Campaign Group button.
In the Add Campaign Group page, type the name in the Name field then click Create Campaign Group in the lower right corner.
In the General Tab, click on the Add Campaign drop-down option and select the Campaign you want to add to the campaign group then click the Add button. Repeat this step, to add more campaigns to the Campaign Group.
NOTE: We can only add campaigns with the same campaign type in a Campaign Group. |
An error will appear when you try to add a new campaign that has a different type from the campaigns that are already added or existing in the campaign group.
Campaign types are as follows:
- Normal - Default Campaign Type
- Normal with Intro Message - Campaign that plays an intro or welcome message when a lead answers the call
- Survey/Broadcast - Uses the Voice Broadcast feature
- Skill Routing - Campaign that bases lead handling via Skill Routing
- Conversational AI - Conversational AI is a user-friendly menu system in which a customer can interact through keywords and will dynamically route their calls to its proper destination.
After adding the campaigns, we can now configure the settings for each campaign.
There are four columns to look at in the list of campaigns we have in the campaign group. Starting from the right column we have:
Name - Contains the names of all the campaigns added in the campaign group
Dial Method - Select the dial method of each campaign added in the campaign group.
- Power Dial
- Predictive Average
- Predictive Hard Limit
- Predictive Tapered
Dial Level - The Dial Level is the number of lines the system will dial per agent on ready or available status. The Total dial level of all the campaigns assigned to the campaign group cannot exceed the Max dial level that is set up on your account. The dial level on your account was established when you signed up with Convoso. If you need to raise your dial level, please contact our Support Team (firstname.lastname@example.org).
NOTE: An error will appear if you try to save your campaign group settings that has a dial level that is more than your allowable max dial level
Note: If the Dial Level Schedule is Active in a campaign in the group, it will appear in this section
Click on this link to know more about the Dial Level Schedule function
The Remove button can be used to remove a campaign out of a campaign group.
Click on Apply Changes to the bottom right side of the page to save the settings.
After setting up our campaign group's general settings, we can now assign users or agents to the campaign group. Follow the steps below to assign users to your campaign group.
Go to the Assigned Users Tab and assign Users to this Campaign Group.
Search and select the name of the User you want to assign from the right box [Agents NOT within this campaign]
Click the directional buttons in the middle of the two boxes to move users and assign them to the campaign group.
Users that were successfully assigned to the campaign group would appear under the Agents within this campaign box.
Click on Apply Changes on the bottom right side of the page to save the settings.