General
Campaign Configuration
Thresholds
These metrics to campaign statistics in real time, they are measured in time (seconds) .
Service Level
The time limit for response expected chats by an agent.Dropout rate
It is the time of chats to consider that they were abandoned by customers during the day time.Time chat
Time to consider the agent-customer chat reached the limit.ACD
Maximum number of customers who are waiting to be answered by an agent chat.
Maximum Interactions per Agent
Limits the amount of active interactions the agent can get. The rest of the interactions wait in queue.
Enable
The system can have a non working SMS campaign, without the need of deleting it entirely and lose information. If checked, the campaign can be used.
Campaign Members
In all campaign settings, we will see a tab called Members in the upper left section of the screen.
Clicking on it will open the Members screen where you can add or remove members to a campaign
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In this screen we will see 3 columns
To add a member we will follow the following steps:
Multiple choice
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This column lists all campaigns related to the user's security group. In it you can select one or more campaigns by one click, either to add agents, remove them or simply observe their members. To deselect the campaign we simply click on it again. |
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View the agents assigned to the selected campaign and also remove them from the campaign. PenaltyBy clicking on the gear icon to the right of the Agent's photo we enter the Penalty modal. The less penalty an agent has, the more calls they will enter.
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List of agents within the User Security Group. In it you can select one or more agents by one click, to add to the selected campaigns. To deselect an agent we simply click on it again. |
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Between the Members and Agents column we will see three buttons:
Search modeThis modal allows us to search for an agent and shows us the voice campaigns to which it belongs. We simply type the agent's name and press Search. The table will show all the results that match the name entered. |
Campaign Schedule
For channel campaigns groups are created, each group has days and times
The group day can be a single day or a set of days, they are represented by their letters in English.
(mon, tue, wed, thu, fri, sat, sun)The group schedule must be a period of two hours, start and end.
Format must be: “hh: mm” (09: 00-18: 00)Day of the week and time are separated by ';'
Example
The groups represented could be these:
mon, tue, wed, thu, fri; 09: 00-18: 00
or
sat; 09: 00-12: 00
Each campaign can have one or more groups of schedules, which are separated by “&”.
Therefore the schedule value for a campaign could be:
mon, tue, wed, thu, fri; 09: 00-18: 00
sat; 09: 00-15: 00
or more than one group:
mon, wed, fri; 09: 00-18: 00 & sat; 09: 00-15: 00 & sun; 10: 00-12: 00