Chaining
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Chaining
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Campaign Chaining is a feature that allows contacts to be transferred from one campaign to another in real-time. Based on agent-set Dispositions, the chaining process occurs during runtime. Users can configure different target campaigns for different Outcomes in the source campaign.
Chaining can be achieved using one of the following methods:
Move: The contact is transferred to the target campaign when it is closed in the source campaign. When a contact is closed after the configured Global Retries are exhausted and the chaining configuration for this outcome matches, the contact is moved to the target campaign, becoming a Fresh Contact there.
Copy: The contact is transferred to the target campaign whenever the configured outcome for the call is achieved. When an agent sets an outcome that matches the chaining configuration, the contact is transferred to the target campaign on the first attempt. If there are more retries, the source campaign dials the contact again. This may result in the agent setting the same outcome multiple times, causing the contact to be transferred to the target campaign multiple times. This process continues until the source campaign exhausts its retries.
Note:
There is no validation for duplicate contacts in the destination campaign. If a contact receives the configured outcome multiple times, it is transferred multiple times to the target campaign.
Configure the chaining rules in the application to transfer contacts from one campaign to another.
Mapping
In the Name field, enter a Mapping Name for this chaining configuration.
From the Target Campaign dropdown list, select a campaign to chain contacts from this campaign.
The Modes mapped to the target campaign are shown in the Target Modes field. For each of these modes, the modes of the source campaign are shown in the dropdown list. Select a mode from the source campaign to map to a mode in the target campaign.
The Target Business Fields shows all the Business Fields mapped in the Target Campaign, and the Source Business Fields are shown in a dropdown list. Map each Target Business Field to one Source Business Field.
Note:
If the Modes and Business Fields are common in both Source and Target Campaigns, the fields are automatically populated.
Turn the Fresh Contacts switch ON if you want the contact to be marked as fresh in the target campaign. Selecting this means the contact is sent to the dialer immediately. If the Fresh Contacts switch is OFF, it is treated as a contact to be rescheduled in the target campaign.
Complete the Reschedule After field by selecting the Days, Hours, and Minutes from the number panel. This is the time at which the contact is dialed next in the target campaign after successful campaign chaining.
Turn the Retain Global Retries switch ON to retain the number of contact-level global retries in the chained campaign. In the OFF position, the Global Retries count is initialized to zero in the chained campaign.
Note:
The Retain Daily Retries switch is active only if the Retain Global Retries switch is turned ON.
Turn the Retain Daily Retries switch ON to retain the number of contact-level daily retries in the chained campaign. In the OFF position, the Daily Retries count is initialized to zero in the chained campaign.
Click Save to complete the mapping.
Outcomes
Go to the Outcomes section to select the outcomes that must initiate chaining for the campaign. Perform these steps:
From the Saved Mappings list in the left pane, select a mapping.
Select the Business Outcome, Telephony Outcome, or both that trigger the configured chaining.
In the Group Name dropdown list, select a Business Outcome Group. All the outcomes under this group are populated. Choose the required Business Outcomes for chaining.
In the Telephony Outcome pane, first select the Mode from the dropdown list. All the Modes available in the source campaign are displayed for selection.
The Strategy Name dropdown list will now display all the Call Strategies that use the selected Mode.
All the Telephony Outcomes for the selected Mode and Contact Strategy pair are listed. Select the Telephony Outcomes for chaining.
Note:
Contacts with the Callback telephony outcome cannot be chained to other campaigns.
Click Save to complete the chaining process.
Notes:
The Mapped Outcomes tab contains all the mapped Business and Telephony outcomes. Select either Business Outcome or Telephony Outcome under the Mapped Outcomes tab to view all chaining mappings.
Each Target Campaign has a List ID numbered as -1, where incoming chained contacts from other campaigns are added. Each Target Campaign has only one list (List ID -1) for incoming chained contacts.
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