Amazon Connect
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Amazon Connect
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Every Amazon Connect Queue is represented as a campaign group in Campaign Manager. You can create multiple campaigns in Campaign Manager and assign them to any campaign group, which corresponds to an Amazon Connect Queue. Shared Campaign Groups are automatically generated when you create a Shared Campaign. For more details, refer to Campaign.
To go to the Group, use the Menu pane on the left.
The campaigns linked to the group are displayed with their respective Deliverable Percentages. Deliverable Percentage indicates the proportion of contacts assigned to each campaign, helping you prioritize which campaign should dial out contacts and achieve optimal campaign balancing.
You can set the deliverable percentage for campaigns, such as 75 percent for one campaign and 25 percent for another. A campaign with a 75 percent deliverable receives more contacts to dial. If two campaigns are set at 100 percent deliverable, the first listed campaign receives contacts first. Only after the first campaign has exhausted its contacts does the second campaign receive contacts. You can rearrange the campaign order by dragging and dropping them.
The campaign balancing feature described here operates based on Campaign Priority, not contact distribution among campaigns. During each iteration, the algorithm does not consider the response rate of individual campaigns when distributing contacts for the next iteration. Contacts are distributed to campaigns based on the initially defined percentages, regardless of campaign responses.
To update the Deliverable Percentage, click Edit under the Actions tab, adjust the percentage, and then click Save.
Add Campaign Groups
You can create the following campaign groups:
Create a new Digital campaign group
Create a new manual campaign group
Configure Campaign Group
After you complete the Dialer Configuration and synchronized the dialer with the Campaign Manager application, all the campaign groups including Queues on Amazon Connect, are listed on the Group page.
Click a Group to configure the group for any pacing mode. The configurable elements of the group vary according to the pacing modes. The following pacing modes are available in the application:
Predictive
Progressive IVR
Progressive
Preview - applicable only for Campaign Manager Dialer.
Direct Preview - applicable only for a native Amazon Connect Dialer.
You can change the pacing mode only if the group is in the Stopped state.
Fields
Fields | Description |
|---|---|
Group | Allow you to view Group and their mapped campaigns |
Campaign Group | Queue name given on the Amazon Connect application, or while creating on Campaign Manager using the API. |
Pacing Mode | Pacing mode of the campaign group. |
Group Type | This indicates if the group is synchronized from the Amazon Connect application or manually created on Campaign Manager. |
Group Status | This is the group status such as Executing, Stopped, or Disabled. |
Actions | Allow to edit a group. Use to stop an executing group. Stopping a group means contacts are no longer delivered to campaigns in the group. Delete the group. You cannot delete a group (queue). You can delete only groups that you have manually created on Campaign Manager. |
Initial Number of Contacts | Initial Number of Contacts is the number of contacts you intend to send to the dialer initially. Use the slider to set a number. The Initial feed corresponds to each campaign as to how many records need to be supplied to the dialer when the campaign starts for the first time or during the start of each business day. |
Increment By | Increment By is the percentage by which you intend to increase the contact delivery to the dialer. You might want to increase this because the dialer is dialing out calls at a rate faster than expected and is running out of contacts. Increment is necessitated when the dialing rate is high and there are just a few residual records present in the dialer. The percentage increment is applied to the initial feed parameter set. |
Decrement By | Decrement By is the percentage by which you intend to decrease the contact delivery to the dialer because the dialer has enough contacts. You might want to decrease this because the dialer is dialing the calls at a rate slower than expected and is accumulating contacts to be dialed. Decrement is required when the dialer is dialing at a slower speed either due to improved connect rates, non-availability of agents, increased talk time, or other factors. If the number of residual records is more in the dialer the system automatically reduces the volume of records being supplied to the dialer and decrements the record count based on the percentage factor specified. |
Upper Threshold | Upper Threshold is the upper limit as a multiple of the Initial Number of Contacts that can be delivered to the dialer. This allows the user to control the delivery of contacts factoring the residual contacts and avoid flooding beyond the upper threshold. If we allow too much of residual records in the dialer then the new selection strategy would take time to percolate. The best practice is to keep this value in the range of 200% |
Iteration Interval | Iteration Interval is the wait time, between iterations, in seconds. The delivery engine uses this configuration after delivering contacts to the dialer, before commencing the next delivery iteration. The default value is 240 seconds. |
Auto Balancing | automatically distributes the contacts from the uploaded file, as far as possible, equally to all campaigns mapped to this group. |
Time Zone | Navigate to the Time Zone section. All the time zones selected in the application in Time Zones are displayed. Select the checkboxes for the Time zone and the callable window time for each time zone (optional configuration) which overrides the global Time zone selection. |
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