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Contact Strategy
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Contact Strategy
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Contact Strategy refers to the approach to effectively engage with customers through multiple channels or multiple numbers. It involves creating a framework to use in a Campaign for the sequence of numbers or channels, determining the retries allowed, adjusting the callable time for each number and Channel, and defining the Rescheduling strategy for each outcome of an attempt.
Contact Strategy Types
The application supports three types of contact strategy:
Simple Strategy: A simple strategy is easily configurable. This strategy allows you to configure modes to be tried one at a time in a sequential order based on the weightage. The cycle is repeated till the configured number of cycles is completed.
Note:
When Simple Strategy mode is active, the system delivers contacts strictly based on the ON/OFF configuration of each contact mode. If a contact mode is set to ON, the system includes it in the delivery sequence and if a contact mode is set to OFF, it is excluded from the delivery attempt.
Advanced Strategy: An advanced strategy allows you to define complex retry rules.
Note:
In Advanced Strategy mode with override activated, the system selects the highest-priority contact mode marked as ON (Overridden). If this mode results in a non-success outcome (such as Busy), the system does not fall back to the next available mode. Instead, it continues to attempt delivery using the same highest priority overridden mode.
Example:
Home – ON (Overridden)
Mobile – OFF
Office – ON (Overridden)
If Home is the highest priority, the system always attempts delivery through Home, even after rescheduling.
Lower-priority modes like Mobile are not considered unless their priority or override status changes.Callback Strategy: A callback strategy allows the agents to set callback requested by the customer and configure various aspects as to how this callback calls are handled with respect to dialing, agents, retries, contact status, etc. Callback Strategy is not applicable for the current release.
The Contact Strategy displays the following fields:
Fields | Description |
|---|---|
Name | Name of the contact strategy. |
Strategy Type | Types of the contact strategy:
|
Description | Description of the contact strategy. |
Modes | Modes of the contact strategy. |
Actions | Actions to be taken. |
ADD MODES
In the grid displaying the contact strategies, click the Modes dropdown list to see all the modes mapped to this contact strategy.
In the expanded Contact Strategy Modes pop up, you can do the following actions.
Click ADD MODES and configure contact strategy. Follow the instructions given in the Modes.
Use the ON/OFF switch button to activate/ deactivate the modes successfully.
Note:
This facility is available only for Simple Strategy and not for Advanced or Callback Strategies.
Click the Edit button to modify the contact strategy page.
On clicking the Copy button, the available unused modes are shown - Voice modes for voice campaigns, SMS modes for SMS campaign, Email modes for Email Campaign, and Custom modes for custom campaigns. You can add the required mode from the dropdown list and click Save.
Click Delete to delete the required mode.
ACTION
The Contact Strategy Actions column displays two buttons:
Copy: Use this button to copy the entire contact strategy, including the mapped modes and the Telephony Outcomes configured.
Delete: Use this button to delete a contact strategy.
Note:
If you have mapped any modes associated to this contact strategy or mapped this contact strategy to any campaign, you cannot delete this contact strategy.
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