It can be understood as a targeted outreach effort that involves making large
volumes of calls to a specific list of contacts typically for lead generation, customer
acquisition, and so on.
Change
In this section, a list of all existing campaigns can be viewed in a table with i
details such as:
- Status- This shows the status of the campaign if it is enabled, disabled, or
expired, - Name- Name of the campaign
- Type- type of the campaign whether it is
- Inbound- routing the incoming calls to specific agents associated with
specific campaign - Outbound- routing the outgoing calls to specific agents with specified
queue - Playback- can be used for broadcasting purposes. Campaign with type
playback, will play a specified recording to the specified contacts. - IVR- Caller is redirected to a specified IVR menu
The admin can create a new campaign with the “Add New” option. A new
campaign can be created for a queue by filling in the details like:
- Campaign name
- Type- whether it is Inbound, Outbound, Playback, IVR
- Queue name- channel for which you want to create the campaign
- Wrap-up duration- time set for wrap-up and form filling
- Start date- when would the campaign begin
- End date- when would it end
- Campaign description
Once a new campaign is created all the details regarding it are added to the list of
existing ones. The table consists of information such as:
- Status- enable, disabled or expired
- Name
- Type
- Queue name
- Expiry date
- Campaign form- the form for the campaign can be created or viewed here.
To create a form the “create” button is clicked. Here, one gets the option to
select a template for the form. It can either be
● System Generated – form templates that are generated by the system
automatically with just Name, Phone, and Email fields.
● User Generated- forms that can be customized as per user need. The
already created forms are displayed as suggestions and one can choose
any, if they like. The fields of the forms(minimum 2) can be edited
and customized as per requirement.
Once the form is created it can either be saved as a draft or saved as a final
form. It should be noted that once the form is saved, no further changes can be
made to it.
The Actions column in the table enables the admin to do the following tasks
i)View and set controls- On, clicking the eye icon, the admin is presented with a
number of options to set the controls for the campaign.
● Upload CSV- the CSV file containing the list of contacts for the campaign
can be uploaded from here
● Edit Contacts- The uploaded contact list can be viewed and edited from this
option. One can either perform multiple selections or select all at once. The
list is temporary and exists as long as the campaign is on. Once the
campaign expires the calling automatically stops. Each record in the contact
list is unique and has the country code and the number.
● Controls- The process can be initiated, stopped, or restarted from here.
ii) Edit Campaign- allows admin to make changes to an existing campaign. The
admin can modify the name, queue name, start and end date, and description
iii) Delete Campaign- allows admin to delete an existing campaign. The campaign
needs to be disabled first to do so.
The admin holds the privilege to start, or stop the entire campaign through the
main switch.
