Add Manual Campaign Group

Manual Campaign Groups are dialer-independent campaign groups. You can create campaigns and map them to these manual campaign groups. Here contacts are delivered to the dialer and agent using System APIs.

Perform the following steps:

1. Click + Add to see the options available and select Add Manual Campaign Group.

2. Enter a Campaign Group Name and a Description.

3. Click Save And Continue.

Contact Parameters

1. Use a slide bar to set the Initial Number of Contacts. This defines the number of contacts sent to the dialer initially.

2. Use the slide bar to set the Increment By percentage to increase the contact delivery to the dialer.

3. Use the slide bar to set the Decrement By percentage to decrease the contact delivery to the dialer.

4. Set the Upper Threshold limit as a multiple of the Initial Number of Contacts that are delivered to the dialer.

5. Activate the Auto Balancing checkbox to automatically distribute the contacts from the uploaded file equally to all campaigns mapped to the group.

6. Set the Delivery Frequency. This is the wait time between iterations in seconds.

7. Set the Digital Queue Length, which determines the number of contacts that remain in a queue for immediate delivery to the dialer.

8. Activate the Account Executive Mapping toggle button. AEM ensures personalized handling of contacts by assigning dedicated agents, prioritizing their delivery.

9. Select appropriate agents under Agent Mapping to map with the Campaign Group. You can select multiple agents.

Note:

The campaign balancing feature as defined in this section works based on Campaign Priority and NOT contact distribution among configured campaigns. During every iteration, when the responses from specific campaigns are received, the algorithm does not validate the per campaign response rate to select the campaigns to distribute contacts for the next iteration. Irrespective of the responses from specific campaigns, the algorithm distributes contacts to configured campaigns based on the originally defined percentages.

Auto Balancing

Auto Balancing automatically distributes the contacts from the uploaded file equally to all campaigns mapped to this group. The application skips automatic distribution if the campaigns are in a Stopped or Time-suspended state.

Example: If there are three executing campaigns C1, C2, and C3 mapped to a group CG1. The auto balancing feature allocates 33% of contacts to C1, 33% of contacts to C2, and 34% of contacts to C3. In the first iteration, assuming that there are 100 contacts uploaded and awaiting allocation, C1 gets 33 contacts, C2 gets 33 contacts, and C3 gets 34 contacts. The percentages are automatically reallocated to the other campaigns mapped to the group. If, for example, Camp1 is in a time-suspended state, the automatic distribution is reset to 50% each for Camp2 and Camp3.

Note:

If a contact file contains a small number of contacts and the non-rounded contacts cannot be allocated, there are bound to be some residual non-allocated contacts. These residual contacts are taken up in the next iteration.