Campaign Group
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Campaign Group
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This section allows you to integrate with the partner product's Campaign (specific to Dialer) or with the Queue (non-dialer specific) to fetch the details.
The following Group types are available:
Dedicated Campaign Group: A Dedicated Campaign Group is a configuration where a campaign operates exclusively within a single campaign group. It ensures that the campaign interacts only with a specific set of contacts, preventing overlap with other campaigns. This setup allows for focused targeting, consistent messaging, and a controlled contact strategy without external interference.
Shared List: A Shared List campaign group allows a single campaign to supply records to multiple campaign groups. This setup is beneficial when a contact list includes records relevant to more than one campaign group, such as different departments.
Accelerated Dialing: Accelerated Dialing is a method of making outbound calls in a more compliant and efficient manner. It streamlines the dialing process, effectively reducing the time and effort required by agents to make calls. This feature allows an auto dialer to dial non-PEWC contacts (non-consent contacts or contacts of customers who have not consented to receive calls from an automated dialer). A concept called Human Initiated Dialing using a Control Operator is introduced in this feature, where Control Operators receive non-consent contacts through the existing framework of contact delivery. For more information, see Control Agent Desktop.
Group Selection
Select a campaign group type from Dedicated Campaign Group, Shared List, and Accelerated Dialing.
If Dedicated Campaign Group is selected, choose a Group from the dropdown menu.
If Shared List is selected, the Group option will be hidden. The campaign group is determined when creating a CSS condition for the specific shared list campaign.
If Accelerated Dialing is selected, follow the steps:
Select the Consent Group from the dropdown list. A Consent Group delivers a consent contacts for an ADM campaign.
Select the Non-Consent Group from the dropdown list. A Non-Consent Group delivers a non-consent contacts for an ADM campaign. Perform the following steps to dial a contact.
Select Operator to execute manual dialing. A control operator accepts the contacts to deliver to the dialer.
Select Auto to execute automatic dialing. Agents can auto-dial these contacts without the intervention of the control operators.
Select the State Group from the dropdown list.
Note:
Ensure that the Accelerated Dialing option is enabled in State Law Group Features under State Law Group to deliver a contact.
Select Operator to execute manual dialing. A control operator accepts the contacts to deliver to the dialer.
Select Auto to execute automatic dialing. Agents can auto-dial these contacts without the intervention of the control operators.
Select the Lookup Type from Consent and Non-Consent.
If you select Consent, the system looks into the contacts in the PEWC table and delivers the matching contacts to the consent group.
If you select Non-Consent, the system looks into the contacts in the non-PEWC table and delivers the matching contacts to the non-consent group. outlined in the Accelerated Dialing section.
Note:
Accelerated Dialing is applicable for Cisco UCCE, Genesys PureCloud and Five9 VCC.
Throttling Configuration
Note:
This tab appears only when you select a group with throttling configured.
This feature is applicable for Cisco UCCE, Amazon Connect, Nice CXone, and Service Cloud Voice.
Throttling controls how IVR campaigns deliver calls when no dedicated outbound agents are available.
The system sends IVR calls to inbound agents who also handle incoming traffic. When these agents are busy, the system queues the IVR calls.
Throttling uses real-time data such as queue length and agent availability, to decide when to send or pause outbound contact delivery. It helps maintain service-level agreements (SLAs), reduce abandoned calls, and manage queue times effectively.
Note:
The IVR application must call the AgentTransferOpted API when a customer selects the option to speak with an agent. This triggers the IVR throttling logic to evaluate real-time agent availability before transferring the call. Calling this API is mandatory when IVR Throttling is activated.
Steps to configure IVR throttling:
From the Inbound Agent Skill to Monitor list, select up to five inbound skills. These are the skills the IVR campaign transfers calls to. The throttling algorithm monitors these skills and collects real-time queue statistics to decide how and when contacts are delivered.
Note:
The number of skills you can monitor is configurable. The default maximum is five.
Set the Entry Criteria to define agent availability and queue thresholds that control when contact delivery starts or stops.
In the Minimum Logged-in Agents field, enter the number of agents who must be logged in before throttling begins.
In the Agent Count Excluded field, enter the number of agents to exclude from throttling. These agents handle only inbound calls and are not included in throttling calculations. For example, if a skill group has 15 agents, you can exclude 4 of them to focus only on inbound calls.
In the Maximum Queued Calls field, enter the maximum number of calls allowed in the queue. When this limit is exceeded, the system pauses outbound contact delivery.
In the Longest Call in Queue Threshold (in minutes) field, enter the maximum time a single call can wait in the queue. If any call exceeds this value, the system stops delivering new contacts during that cycle.
Set the Abandon rate thresholds to determine whether contacts continue to be delivered based on the abandon rate:
In the Compute Window (in minutes) field, enter how often the system calculates the abandon rate.
In the Maximum Abandon Rate field, enter the highest acceptable abandon rate. For example, if the abandon rate threshold is 2.00 and the current rate is 1.65, contacts continue to be delivered. If it exceeds 2.00, the system pauses delivery for the current cycle.
Configure Throttling Settings as follows:
In the Initial Dials per Agent field, enter the number of contacts to dial per agent when no sampling data is available at the start of the day.
In the Maximum Dials per Agent field, enter the upper limit of contacts that can be delivered per agent, even if throttling logic recommends a higher number.
In the AHT Compute Window (in minutes) field, enter how frequently the system calculates the average handle time (AHT).
In the Transfer Rate Compute Window (in minutes) field, enter how frequently the system calculates the transfer rate.
Transfer Rate = Agent Transfers / Dialed Contacts.
In the Agent Status section, select the agent statuses to include in throttling calculations. The system uses only the selected statuses to determine which agents are available for IVR contact delivery. These statuses are based on values defined in a master table.
Click Next to save your throttling settings.
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