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Custom Data Definition
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Custom Data Definition
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Custom Data Definition is used to add mandatory business fields to the campaign groups (Skills). The mandatory business fields added as custom data are available for use in the campaigns under the selected Group. Users must ensure that the Business Field defined on the Campaign Manager application and on the Nice CXone application match exactly, including case sensitivity.
To add custom data definitions:
Click + Add and select Custom Data Definition.
Select a Skill from the dropdown list. All the Skills created on the Nice CXonee application and synchronized with Campaign Manager are listed here.
Enter the Field Names. These field names are business fields mapped to this campaign group and can be used in campaigns under this group.
Use the Add (+) or Delete (-) buttons to add more fields or delete existing fields.
Click Save.
Digital Campaign Group
Digital Campaign Groups are used to run SMS or Email campaigns using any CPaaS provider. You can create multiple campaign groups and map with the Campaigns.
To add a digital campaign group:
Click + to see the options available and select the Add Digital Campaign Group.
Enter a Campaign Group Name and a Description.
Click Save And Continue.
Configure Campaign Group
Use a slide bar to set the Initial Number of Contacts. This defines the number of contacts that are sent to the dialer initially.
Use the slide bar to set the Increment By percentage to increase the contact delivery to the dialer.
Use the slide bar to set the Decrement By percentage to decrease the contact delivery to the dialer.
Set the Upper Threshold limit as a multiple of Initial Number of Contacts that are delivered to the dialer.
Set the Iteration Interval. This is the wait time between iterations in seconds.
Activate the Auto Balancing checkbox to automatically distribute the contacts from the uploaded file equally to all campaigns mapped to the group.
Activate the Throttling checkbox to control contact delivery to maintain the Service Level Agreement (SLA) like control Queue time or reduce abandoned calls.
Go 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).
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.
Use the Action Tab to Edit or Delete or Start or Stop a Campaign Group.
Manual Campaign Group
Manual Campaign Groups are dialer-independent campaign groups. You can create campaigns and map them to these manual campaign groups. All the campaign functionalities work as explained in the Campaign chapter. The only difference is that the contacts are delivered to a dialer and Agent using Acqueon APIs.
Perform the following steps:
Click + to see the options available and select Add Manual Campaign Group.
Enter a Campaign Group Name and a Description.
Click Save And Continue.
Configure Campaign Group
Use a slide bar to set the Initial Number of Contacts. This defines the number of contacts sent to the dialer initially.
Use the slide bar to set the Increment By percentage to increase the contact delivery to the dialer.
Use the slide bar to set the Decrement By percentage to decrease the contact delivery to the dialer.
Set the Upper Threshold limit as a multiple of the Initial Number of Contacts that are delivered to the dialer.
Set the Iteration Interval. This is the wait time between iterations in seconds.
Activate the Auto Balancing checkbox to automatically distribute the contacts from the uploaded file equally to all campaigns mapped to the group.
Activate the Throttling checkbox to control the contact delivery to maintain the Service-Level Agreement (SLA) like control queue time / reduce abandoned calls.
Go to the Time Zone section to view the time zones selected in the application. Select the checkbox for the Time zone and the callable window time for each time zone which overrides the global Time zone selection.
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.
Use the Action Tab to Edit or Delete or Start or Stop a Campaign Group.
Auto Balancing
Auto Balancing automatically distributes the contacts from the uploaded file equally to all campaigns mapped to this group. 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 the 33% of contacts to C1, 33% of contacts to C2, and 34% 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 Camp1 is in a time-suspended state, the automatic distribution is reset to 50 percent each for Camp2 and Camp3.
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