Campaigns

With campaigns you can call predefined customers, for example, to sell, advertise, or collect information.

Communication Panel allows serving campaign calls via two dialer types, Queue Dialer and Campaign Dialer.

Queue Dialer

When using Queue Dialer, joining the queue means you will receive campaign calls from:
  • all active campaigns
  • inbound calls from this queue
  • inbound calls from any other queues you're serving in
The system takes care of allocating conversations to you - this is known as a blended experience.

Campaign Dialer

When using Campaign Dialer, joining a single campaign means you will receive campaign calls solely from that campaign. For campaigns in dialing mode:
  • Preview or Progressive: You can still receive inbound calls from the associated campaign dialer queue and any other queues you may be serving in. The system takes care of allocating conversations to you - this is known as a blended experience.
  • Predictive: You will be removed from any previously joined queues and only shown as serving in the campaign and its queue. This non-blended experience ensures you are solely serving in this one predictive campaign. If you leave the predictive campaign, the system will automatically restore your previous serving queues.
Note:
  • Both dialer types can also be configured by your administrator to use either a dedicated campaign queue or an existing inbound call queue.
  • You should not join campaigns that use different dialer types at the same time.
  • You should not join a campaign using a profile with queue groups.

Campaign calls can be offered to you in the modes of:

  • Preview

    In this mode agents can view the customer data before making the call. By default, there is no time limit for viewing the customer information before the call. During the preview and wrap-up the phone line is not busy.

  • Progressive

    After the agent has wrapped up a call, the software chooses a new customer automatically and makes the call immediately. The agent gets no preview time.

  • Predictive

    The software makes calls automatically. When a customer answers the call, it is immediately connected to a free agent. Predictive calls are first connected to a queue from which they are then allocated to agents.