UJET
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UJET
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Every Queue in UJET is represented as a campaign group in Campaign Manager. Sync operations occur automatically when you perform a Sync in Dialer Configuration.
The campaigns mapped to the group are listed with their defined Deliverable Percentages. Deliverable Percentage indicates the proportion of contacts assigned to each campaign, helping you prioritize which campaign dials out contacts and achieve optimal campaign balancing.
You can set the deliverable percentage for campaigns, such as 75 percent for one campaign and 25 percent for another. A campaign with a 75 percent deliverable receives more contacts to dial. If two campaigns are set at 100 percent deliverable, the first listed campaign receives contacts first. Once the first campaign has exhausted its contacts, the second campaign begins dialing. You can reorder the campaign sequence by dragging and dropping them.
Create a Campaign Group
You can create the following campaign groups:
Configure Campaign Group
After you complete the Dialer Configuration and synchronized the dialer with the Campaign Manager application, all the campaign groups are listed in the Group page.
Click a Group to configure the group for any pacing mode.
The configurable elements of the group vary according to the pacing modes. The following pacing modes are available in the application:
Fields
Field | Description |
|---|---|
Direct Access Point (DAP) | Numbers are virtual phone numbers (also known as SIP trunk numbers) that enable you to route calls to your existing telephone lines. This is the number dialed by the application when an outbound contact is to be reached. The application dials this agent reservation DAP number. When the agent answers the call, the outbound call is dialed out to the customer and patched to the agent. |
Agent Reservation Percentage | This is the percentage of agents in this queue (group) you set aside to handle only outbound interactions. For example, you have 10 agents logged in to this queue. After assessing the call traffic, you assign 60 percent of the agents (six agents) to Outbound. This is the Agent Reservation Percentage. The remaining four agents are assigned to handle inbound interactions. |
Initial Number of Contacts | Initial Number of Contacts is the number of contacts you intend sending to the dialer initially. Use the slider to set a number. The Initial feed corresponds to each campaign as to how many records need to be supplied to the dialer when the campaign starts for the first time or during the start of each business day. |
Increment By | Increment By is the percentage by which you intend increasing the contact delivery to the dialer. You might want to increase this because the dialer is dialing out calls at a rate faster than expected and is running out of contacts. Increment is necessitated when the dialing rate is high and there are just a few residual records present in the dialer. The percentage increment is applied on the initial feed parameter set. |
Decrement By | Decrement By is the percentage by which you intend decreasing the contact delivery to the dialer, because the dialer has enough contacts. You might want to decrease this because the dialer is dialing out calls at a rate slower than expected and is accumulating contacts to be dialed out. Decrement is required when the dialer is dialing at a slower speed either due to improved connect rates, non-availability of agents, increased talk time, or other factors. If the number of residual records are more in the dialer the system automatically reduces the volume of records being supplied to the dialer and decrements the record count based on the percentage factor specified. |
Upper Threshold | Upper Threshold is the upper limit as a multiple of Initial Number of Contacts that can be delivered to the dialer. This allows the user to control the delivery of contacts factoring the residual contacts and avoid flooding beyond the upper threshold. If we allow too much of residual records in the dialer then the new selection strategy would take time to percolate. The best practice is to keep to this value is in the range of 200%. |
Iteration Interval | Iteration Interval is the wait time, between iterations, in seconds. The delivery engine uses this configuration after delivering contacts to the dialer, before commencing the next delivery iteration. The default value is 240 seconds. |
Auto Balancing | automatically distributes the contacts from the uploaded file, as far as possible, equally to all campaigns mapped to this group. |
Time Zone | 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). |
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