Contact Selection Strategy

Perform the following steps to create a new CSS Group:

1. Click Add New.

2. Enter a CSS Group Name.

3. Enter a Condition Name. This is a mandatory field. You cannot use special characters in the name, except underscore, dash, and at (_, -, and @, respectively) in the Condition Name.

4. Select the Target Group from the dropdown list to associate this CSS condition.

5. You can create conditions either using the Build Conditions or the Write Conditions option. Activate the required switch based on your preference.

The Order By section defines the sequence in which the matched contacts for the defined conditions are delivered to the dialer, either in ascending or descending order.

1. From the System Fields/Business Fields dropdown list, select an appropriate item.

2. From the Sort dropdown list, select Asc for Ascending or Desc for Descending.

3. To add more sort orders, click Add.

4. Once you have set the sort orders, click Save to complete the CSS conditions. The saved condition will be listed after the System Conditions.

5. Click Save & Flush to save the changes, flush all contacts on the dialer, and reopen those on the application.

   Note:

   You can skip creating conditions and select any Default CSS condition.

6. The saved condition is listed after the System Conditions. Use the CSS Condition Action button to perform the following actions:

   1. Edit the CSS condition: The screen is similar to the Create New CSS Group. Make the necessary changes and click Save to complete the edit.

   2. Delete the CSS condition.

   3. Show Contacts matching the CSS condition: The contacts are displayed.

7. After the contacts matching the CSS condition are displayed, you can select specific contacts or use one of the following options:

8. Select All checkbox is used to select the contacts on the current page and the Global Select checkbox is used to select all contacts across all pages.

9. Click Actions and choose one of the following operations for the selected contacts:

   1. Set the Revise Reschedule Time. Reschedule the contact to a later date and/or time. Specify the Start Time and End Time to reschedule the contact within this window. Click Reschedule Contacts to complete the action.

   2. Click Reset as Fresh Contact. This action resets the contact as a Fresh Contact.

   3. Click Reopen Contacts. Reopen the contact for dialing.

Note:

If you select the Undo Business Field values updated by agents checkbox, the application will discard any updates to business field values made by agents during their interactions and revert to the original business field values at the time of contact upload.

For example, if contact A is uploaded with a mobile number and Customer ID of 123456, and during an agent agent Interaction, the customer requests a change in their mobile number and Customer ID to 345678, the agent updates these values. When reopening this contact using the CSS conditions, selecting this checkbox will revert the mobile number and Customer ID to the original values (123456).

This option is not applicable for Block Contacts and Close Contacts.

1. Select Block Contacts to prevent the selected contacts from being dialed by changing their status to Blocked.

2. Select Close Contacts to close the selected contacts.

There are five system CSS conditions that can be applied to a campaign, in addition to any conditions you have created. Following is an overview of the dialing pattern for these five default CSS conditions:

1. Contact Priority Calls - New Contacts: These are fresh contacts that the application has not delivered to the Cisco CCE dialer, starting from the latest upload to the oldest. No dialing attempts have been made on these contacts.

2. Contact Priority Calls - Old Contacts: These are contacts from older uploads that have not yet been delivered to the Cisco CCE dialer.

3. Specific Moment: Contacts that you have rescheduled to be dialed at a specific moment.

4. Specific Agent: Contacts that have been assigned to be dialed to reach a specific agent, also known as Account Executive Mapping (AEM).

5. Specific Agent with Specific Moment: Contacts that have been both tagged and rescheduled to be dialed to reach a specific agent at a specific moment.

Any additional CSS conditions you create are listed after the default System Conditions.

You can copy existing CSS conditions both condition groups and individual CSS conditions.

1. Click Copy on the CSS Group pane on the left to copy the CCS Group.

2. Enter a Name for the cloned CSS Group and click Save to complete.

3. Click Copy on the CSS condition section pane on the right to copy CSS Condition. The condition page appears with the required details.

4. Enter a Name for the cloned CSS Condition.

5. Click Save.