Other Configuration

You can create frequently used criteria in the Expression Builder and use them in the Contact Selection Strategy (CSS) and Manage Contacts. Use the Expression Builder to accomplish this task:

1. Expand the Expression Builder section to start building an expression.

2. Click Create New to create a new expression.

3. Enter an Expression Name.

4. Select a Function from the dropdown list. Key SQL functions like LEFT, RIGHT, SUBSTRING, REPLACE, DATEADD, DATEDIFF, DATEPART, DAY, MONTH, and YEAR are available for selection.

5. There are three parameters that you can choose for this expression. Click Settings next to Parameter 1.

   Notes:

   • For functions LEFT, RIGHT, SUBSTRING, and REPLACE, all the Business Fields and System Fields for this campaign are populated. Select one of these and click Select.

   • For all other date-, day-, and time-related functions, the options are Last Accessed, Now, and Created Time. Select one of these and click Select.

   • When you use the date-time function to build a custom expression, the parameter Now considers only the server time zone.

6. Click Save. This expression is now available for selection when you create a new CSS.

In the Campaign Target tab, you can set daily, weekly, and monthly targets for agents to achieve.

1. Expand the Target section to set a target.

2. Enter a Category Name for the target you intend to set.

3. Enter a Description.

4. From the respective counters, select or enter figures for Daily Target, Weekly Target, and Monthly Target.

5. Select the Telephony Outcomes and the Business Outcomes to group for this Category. You can select multiple outcomes. To select all outcomes, select the checkbox in the header rows.

6. Click Save to save the information.

The Telephony Outcomes section allows you to control the telephony outcomes that a logged-in agent can view. By extension, only these outcomes are available for the agent to select while disposing of a call.

All the telephony outcomes listed in the Campaign Group to which this campaign belongs are listed here. The AgentView column inherits the properties set in the parent Campaign Group.

• If your business needs require any of these agent-viewable outcomes to be hidden from agents or vice versa, turn the AgentView switch for the specific outcome ON or OFF as required.

• Click Save to commit.

Notes:

1. If a new Telephony Outcome is added to the application at the system level, it is automatically reflected in this section as agent viewable. You must manually change it if required.

2. If any outcome is deleted from the application, it is automatically removed from the list, and agents cannot view these outcomes.

3. Any changes to these outcomes and the inherited properties take effect on the agent desktop only upon the next agent login.

4. The AgentView option is not available for Webex Contact Center integration.

The Agent Desktop Configuration section allows you to configure various aspects of marking a contact as DNC. When an agent marks a contact as DNC, these configurations determine the various attributes of the DNC.

Note:

The Agent Desktop Configuration is visible only if backend configurations are activated.

1. Turn the Requires Disposition switch ON if you want a disposition to be mandatory when an agent handles a call.

2. Select a DNC Period Type. The options available are:

   1. When an agent marks a contact as DNC, it is marked permanently under the Permanent option. The end date is defaulted to 20 years from the date this is marked by the agent.

   2. For the Specific Day option, select a specific number of days for the contact to remain DNC, with a minimum of 1 day and a maximum of 3650 days (10 years). Additionally, you can choose to turn the EOD (End of Day) switch ON. If the EOD switch is ON, the DNC period ends at the end of the day on the number of days configured. If the switch is OFF, the DNC period ends the next day at the same time the contact was marked as DNC.

      For example, if an agent sets a contact as DNC with 1 day configured and the EOD switch is ON, the contact’s DNC period ends at the end of the same day. If the EOD switch is OFF, the contact’s DNC period concludes at the same time the next day.

   3. The Agent Selection option allows the agent to set the DNC Start date and time and the End date and time based on the contact's preference. The date and time picker on the Outcome Widget on the Agent Desktop is enabled with this option.

3. Select the DNC Customer Time Zone switch ON if the contact is to be marked as DNC based on the contact’s time zone. If left OFF, the DNC is based on the server time zone.

4. Select a DNC Type. The options available are:

   1. The Campaign Specific option restricts the contact as DNC only for the campaign from which the contact is dialed.

   2. The Campaign Category option restricts the contact as DNC for all campaigns under the campaign category.

   3. The Multiple Category option marks the contact as DNC for all campaigns mapped to the selected campaign categories.

   4. The Global option marks the contact as DNC across the entire system for all campaigns and categories.

5. Click Save to complete the Configuration.

   Note:
   Changes made here take effect from the very next call that an agent handles. For example, if the DNC Period is configured as Permanent, this is the DNC period if an agent sets an outcome as DNC. If changed to Specific Day, the current call inherits Permanent; the Specific Day becomes effective only for the next call handled by the agent.