Symptom / Need

You need to set up a new campaign to efficiently manage calls and assign agents to answer them based on the type of dialing required.

Context / Scenarios

• You need a campaign to manage contacts with different scheduling configurations and dialing types.
• You're looking to optimize agent allocation and allow data editing based on team needs.

Answer (Solution / Recommendation)

Start creating the campaign:

• Click the “Add New Campaign” button.
• A new window will appear with three tabs to configure the campaign.

Configure the general aspects of the campaign:

In the “Campaign” tab, define the basic parameters:

• Campaign Name: Enter a descriptive and unique name.
• Description: Add a brief description of the campaign.
• Start Time: Enter the time in HH:MM:SS format (example: 08:00:00).
• End Time: Specifies the time in HH:MM:SS format (example: 18:00:00).
• Agent Group: Select the team that will handle the campaign calls.

Select the campaign type:

Choose between dialing types:

• Predictive: Automated calls based on optimization algorithms.
• Progressive: Automated calls, but less aggressive.
• Preview: Manual calls with data preview.
• Note: Predictive and progressive types share similar settings, while preview type has specific settings.

Enable agent editing (optional):

• Enable the “Edit content by agent” option if you want to allow agents to update database information during a call.
• This option is available for progressive and preview campaign types.

Edit or adjust the campaign as needed:

• You can change the dialing type between predictive/progressive and preview if required after creation.

With these steps, your campaign will be set up and ready to run based on your team's needs.