Potential Campaign Settings

Owned by Coreen Stalnaker
Apr 17, 2024
2 min read

Actual Campaign creation is a Tier 2 task, it is helpful to know the basic configurations and how each Campaign can be different:

  • Set of Dial Statuses (NEW, A, AA, B, AB, DISC, DROP, etc.)

  • Dial Method (RATIO/ADAPT_AVERAGE, etc.)

  • Dial Level (how many calls per READY agent)

  • List Order (and Secondary; used to determine what order to dial Leads from your active lists in)

  • Call Count Limit (max times a Lead can be called based on Called Count)

  • Set of Active (or inactive) Lists

  • Choice of Allowed Ingroups (AGENTDIRECT suggested)

  • Choice of Allowed Transfer Groups (AGENTDIRECT suggested)

  • Manual Dial CID Setting (AGENT_PHONE or CAMPAIGN)

  • Set of Transfer Presets (only if enabled)

Campaigns are created on an “as needed” basis, meaning if a client wants a campaign per agent or some other form of micromanagement the request will be denied. There are certain cases when multiple Campaigns are warranted. 

For example:

  • Different departments

    • Customer Service

    • Retention

    • Renewals

    • Etc

  • Different verticals

    • Tiered Agents (good, great, outstanding)

    • Product focus

    • Etc

  • Lists can also be activated or deactivated through the Vendor Sources. For Outbound Campaigns the list must be active to outbound dial Leads within. This is not necessary for Inbound Campaigns since the calls are sent directly from the vendor. It is possible to determine if a list is active by reviewing the ❌ or ✅next to the Vendor Source

  • Can campaigns be named the same? Technically yes, here’s why we would do it. 

    • One rationale is to prevent users from realizing they were in different campaigns from their peers and any preconceived notions about the Campaigns likelihood of containing sales. 

    • Similar behavior can be observed with Vendor Source Public Names. Since Users can quickly notice patterns for Leads and Users may begin to  treat Leads differently based on where they are located. Sometimes it’s better to not share this information with Users at all and there are features in In the TLDialer section of Settings - Options  that will turn this off completely, ultimately just showing if inbound or outbound call only.