A Group represents a collection of agents and has a one-to-one integration with either the partner dialer platform's Campaign or the partner ACD platform's Queue. It connects directly to a campaign on the partner dialer platform or a queue on the partner ACD platform. Different dialing modes, such as Preview or Predictive, are set up within a Group. You can assign multiple campaigns to a Group, determining how calls are distributed among the agents.
For example, you can set one campaign to receive 75% of the calls and another to receive 25%. If both campaigns are set to 100%, the first campaign will receive all its calls first before the second one starts. You can easily change the order of the campaigns by dragging and dropping them.
Note:
The number of contacts to be dialed is calculated based on the System Time Zone configuration.
Do not use the following special characters when entering a group name:
Character Name
Symbol
Backtick
`
Tilde
~
Exclamation mark
!
Number sign (hash or pound)
#
Dollar sign
$
Percent sign
%
Caret
^
Ampersand
&
Asterisk
*
Brackets (parentheses)
( )
Plus sign
+
Equal sign
=
Curly brackets
{ }
Square brackets
[ ]
Apostrophe
'
Semicolon
;
Comma
,
Full stop (period)
.
Slash and backslash
/ \
Vertical bar (pipe)
|
Colon
:
Quotation mark
"
Less than sign
<
Greater than sign
>
Question mark
?
A campaign is a collection of contacts or records. You can use a campaign to manage the process of making outbound calls (or non-voice modes like email, SMS, etc.) to a homogenous set of contacts. For example, a collection campaign makes calls to credit card customers reminding them of their dues to be paid.
Also known as an Automatic Call Distributor. This is a system that answers incoming calls. It also obtains information and/or instructions form a database to determine how best to handle the call and then sends the call to a correct agent as soon one is available. In its software version, also known as Automatic Call Distribution.
A Queue is a mapping for a collection of agents. The Group has a 1:1 integration with the with Queue of the partner ACD platform or the campaign of the partner dialer platform.
See Group also.
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