Account - Executive Mapping

The Account Executive Mapping (AEM) feature in Campaign Manager enables enterprises to provide personalized care to special customer segments. Any Agent-based campaign allows personalized service by mapping an agent exclusively to a customer. Campaign Manager uses the Personal Callback feature to achieve the functionality of AEM.

Customer contacts are delivered based on the availability of agents, ensuring each contact is routed specifically to the agent assigned to handle that customer.

Configuration

Map the Agent Peripheral Number against the Agent ID field in the Field Mapping section when you configure a Profile to upload contacts.

Contact Selection Strategy

The Feed Engine (the component responsible to deliver contacts to the dialer) uses the contact selection strategies and refills the AEM hopper at regular intervals for all unique agents identified during the upload process. They are:

1. Specific Agent

2. Specific Agent with Specific Moment

3. Any custom condition that should include the above two system conditions

For contact selection process, campaigns are selected in a round-robin algorithm for the list of mapped contacts. In other words, if a campaign Group has multiple Campaign Manager campaigns and all these campaigns are enabled for AEM, each campaign is processed one by one and a contact is selected for each agent within the campaign.

Contact Strategy

By default, AEM Contacts are rescheduled based on regular strategy (Simple or Advanced) mapped to a campaign.

If the agent disposes or sets an AEM contact with a Personal Callback outcome (PCB, follow up), the AEM contact is converted to a PCB contact. Once it is converted to PCB, this contact is rescheduled based on the configured Callback strategy. This contact may be converted to Normal Callback (NCB) after it reaches the maximum threshold.

If the agent disposes or sets an AEM contact with the NCB outcome (follow up >> third-party), the AEM contact is converted to an NCB contact. Once it is converted to NCB, this contact is rescheduled based on the configured CALLBACK strategy. At end of the day, the custom EOD service converts all the NCB contacts to Normal contacts.

Additional Technical Notes

1. A contact can be associated to an executive at the time of uploading the contacts into Campaign Manager. Once a contact is marked as an Account Executive Mapped (AEM) contact, it remains as an AEM contact (Call type = 2) irrespective of Business/Telephony Outcome from CTI, except when the agent disposes this contact as Callback contact.

2. If an agent has both PCB and AEM contacts to service, the application delivers PCB contacts first.

3. You must specify the maximum number contacts that must be made available in the PCB table. This can be configured using the below setting in the appsettings section of the web.config file of the LCMAgentStateMachine_Finesse component:

   <add key="AgentMappingContactsPushCount" value="3" />
   <add key="FillAgentsTimeInMin" value="5" />

Note:

The LCMAgentStateMachine_Finesse component name is prefixed with the Tenant  name, if it is a tenanted instance of Campaign Manager.