Overview
Campaign Groups allow Agents to log in to multiple Campaigns at the same time. This feature is beneficial when numerous 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 them simultaneously.
This feature helps Admins maximize the efficiency of Agents by having them dial Leads from different Campaigns all at the same time. Campaigns can also belong to multiple Groups allowing Agents across these Groups to access the same Campaign.
Contents
Before You Begin
- We recently updated Campaign Groups to allow for a single Campaign to belong to multiple Campaign Groups.
- To learn more about the changes related to this feature, see Campaign Groups Updates.
Create a Campaign Group
1.) Click the Call Center main menu.
2.) Click the Campaign Groups menu option.
The Show Campaign Groups page will open.
3.) Click the blue Add Campaign Group button.
The Add a Campaign Group page will open.
4.) Type the name of your Campaign Group into the Name field.
5.) Click the blue Create Campaign Group button.
The Campaign Group Settings page will open on the General tab.
6.) Use the Add Campaign drop-down and blue Add button to populate your Campaign Group, one at a time.
- From the drop-down menu, click the Campaign you want to add.
- Click the +Add button, and it will appear in the Campaign Group table below.
- Repeat these steps for each Campaign you want in your Group.
Note: You can only add Campaigns of the same Type to a Campaign Group. The Campaign Types are: Normal, Normal with Intro Message, Survey/Broadcast, Skill Routing, and Conversational AI.
7.) Once your Campaigns are selected, you can configure the settings in the Campaign Groups table.
- (A) Name: In this column is the name of your Campaigns.
- (B) Dial Method: This column displays Dial Methods, which control how the dialer dials your Lead List. It is visible in the Campaign Groups table but can only be adjusted from the Campaign Settings page.
- (C) Dial Level: This setting controls the number of lines the system will dial per Agent in Ready or Available status.
- (D) Remove: This column has a button for removing each Campaign from the Group.
Note: 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. You established your Account Dial Level when you signed up with Convoso. If you need to raise your Dial Level, please contact our Support Team (help@convoso.com).
8.) Click the blue Apply Changes button.
9.) Click the Assigned Users tab.
10.) Click to select Agents in the Agents NOT within this Campaign list and use the arrows to move them to the Agents within this Campaign list.
- The single right arrow will move your selected Agent(s), while the double right arrow can bulk move all of your Agents.
- To move Agents back to the Agent NOT within this Campaign list, repeat using the left arrow buttons.
11.) Once finished assigning your Agents, click the blue Apply Changes button.
Edit a Campaign Group
1.) Open the Show Campaign Groups page.
2.) Click the Campaign Group's Name to open the settings.
The Campaign Group Settings page will open on the General tab.
3.) Use the Add Campaign drop-down and Add button to insert Campaigns in your Group.
4.) Use the Dial Level drop-down and Remove button to configure your Group.
- For more detailed instructions on adding and configuring your Campaigns, see steps 6-8 in the section above.
5.) Click the blue Apply Changes button when you are done.
6.) Click the Assigned Users tab.
7.) Use the arrow buttons to add or remove Agents from this Campaign Group.
- For more detailed instructions, see steps 9-11 in the section above.
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