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en:module_manual:campaign:campaigns [2014/05/19 13:02] solo [字段显示] |
en:module_manual:campaign:campaigns [2017/12/12 03:05] (current) |
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| - | ======Campaign====== | + | ====== Campaigns ====== |
| - | Go to [[:en:module_manual:campaign|Campaign]] --> Campaign | + | Go to [[:en:module_manual:campaign|Campaign]] -> Campaigns |
| {{:en:module_manual:campaign:campaign_page.jpg?768|Campaign Page}} | {{:en:module_manual:campaign:campaign_page.jpg?768|Campaign Page}} | ||
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| Assign this campaign to some agents, which customers the agents will be calling, which fields of the customer information can be seen or edited by the agents, or by the background administrator; whether the agent can check the working pace of the group fellows, and the proportion of the work to be checked by the quality control. | Assign this campaign to some agents, which customers the agents will be calling, which fields of the customer information can be seen or edited by the agents, or by the background administrator; whether the agent can check the working pace of the group fellows, and the proportion of the work to be checked by the quality control. | ||
| - | =====Add===== | + | ===== Add ===== |
| {{:en:module_manual:campaign:campaign_basic.png?768|}} | {{:en:module_manual:campaign:campaign_basic.png?768|}} | ||
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| * Adv-setting: Predictive dialer setting | * Adv-setting: Predictive dialer setting | ||
| - | ====Basic==== | + | ==== Basic ==== |
| * **Campaign：** name this campaign. | * **Campaign：** name this campaign. | ||
| Line 57: | Line 57: | ||
| * **Default status：** the default status when agent get a customer popup. | * **Default status：** the default status when agent get a customer popup. | ||
| * **E-commerce：** bind a e-commerce to this campaign, you can choose products, generate an order in the customer popup page. | * **E-commerce：** bind a e-commerce to this campaign, you can choose products, generate an order in the customer popup page. | ||
| - | ====Advanced==== | + | ==== Advanced ==== |
| * **Dial Way**: Select how to dial in this campaign | * **Dial Way**: Select how to dial in this campaign | ||
| * Default: Agent need to open the customer and click the dial icon to dial | * Default: Agent need to open the customer and click the dial icon to dial | ||
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| * Optional: Agent could choose his dial way. | * Optional: Agent could choose his dial way. | ||
| * **Interval time**: The count down seconds when using auto dialing | * **Interval time**: The count down seconds when using auto dialing | ||
| - | * **Auto Re-dial**: The maximum dialing times in auto dialing | + | * **Auto Re-dial**: The maximum dialing times in auto dialing and predictive dialer |
| * **QC percentage**: To tell QC agents how many recordings should get review | * **QC percentage**: To tell QC agents how many recordings should get review | ||
| * **Delay(seconds)**: In auto dialing, it will extend seconds in count down when agent click "Delay" button | * **Delay(seconds)**: In auto dialing, it will extend seconds in count down when agent click "Delay" button | ||
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| * **ConsultAgent IsEdit**: When agent consult another agent, the other agent also get popup, this option is used to control if he can edit this customer. | * **ConsultAgent IsEdit**: When agent consult another agent, the other agent also get popup, this option is used to control if he can edit this customer. | ||
| * **Update Customer Status**: If any agent or only assigned agent could change customer status | * **Update Customer Status**: If any agent or only assigned agent could change customer status | ||
| - | * **AllowManualPopCustomer**: If agent could search a number and get popup | + | * **AllowManualPopCustomer**: If Yes, agent will see a button to get a new popup customer or search by phone number |
| + | |||
| + | {{:en:module_manual:campaign:manually_popup.png?768|}} | ||
| * **Remove Callback After Submit**: If set to Yes, system will cancel all callback when customer status is changed to "Failed" or "Success" | * **Remove Callback After Submit**: If set to Yes, system will cancel all callback when customer status is changed to "Failed" or "Success" | ||
| * **Priority Call**: When the queue received a call, system will try call the last contact agent or assigned agent fist before send the call to the queue | * **Priority Call**: When the queue received a call, system will try call the last contact agent or assigned agent fist before send the call to the queue | ||
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| * **Server IP**: If you want to use API to this campaign from external system, you need put the source ip | * **Server IP**: If you want to use API to this campaign from external system, you need put the source ip | ||
| - | ====Adv-Setting==== | + | ==== Adv-Setting ==== |
| - | + | ||
| - | **状态：** 预拨号的状态，是否启用预拨号 | + | |
| - | + | ||
| - | <note important>如果当前外呼营销任务使用客户总表(个人客户总表或者机构客户总表),此参数为否,且不可编辑</note> | + | |
| - | + | ||
| - | **账户：** 使用预拨号外呼时的计费账户 | + | |
| - | + | ||
| - | **接入目标：** 客户电话接通后的转向 | + | |
| - | * 当前坐席组: 电话接通后直接交由相应的坐席组坐席人工应答 | + | |
| - | * 电脑话务(IVR)：电话接通后将转到一个预先设定好的语音流程 | + | |
| - | + | ||
| - | **最大并发限制：** 每个预拨号任务最大并发呼叫数量的上限值 | + | |
| - | + | ||
| - | **单次拨号上限：** 每次发起预呼叫数量的上限 | + | |
| - | + | ||
| - | **间隔：** 系统每间隔多少秒为该预拨号任务发起一次呼叫 | + | |
| - | + | ||
| - | **客户接通振铃时长：** 客户应答通话的平均振铃时长 | + | |
| - | + | ||
| - | **通话时长：** 预测的正常通话的通话时长 | + | |
| - | + | ||
| - | **客户接通率：**计算拨号数目时使用的客户接通率 | + | |
| - | + | ||
| - | **话后时长：**坐席在通话结束后处理通话所用的平均时长 | + | |
| - | + | ||
| - | **短话单时长：**用于设定一个标准，通话长度在该标准下的通话就为 短话单 | + | |
| - | + | ||
| - | **短话单比例：**短通话在全部通话中所占的比率 | + | |
| - | + | ||
| - | **短话单话后处理时长：**短话单通话结束后坐席处理通话所用的平均时长 | + | |
| - | **客户等待时长：**坐席接通客户在队列中的平均等待时长 | + | Adv-setting is used to configure & check pre-dictive dialer(PD) |
| + | * **Dialer Status**: if you want to enable predictive dialer for this campaign | ||
| + | <note important>When the campaign is using main table, you can't use predictive dialer</note> | ||
| - | =====Edit Campaign===== | + | * **Dialer Account**: Billing account when you use the dialer |
| + | * **Dial-in Exten**: What dialer do when customer answer | ||
| + | * Current AgentGroup: transfer to the queue which is bind to the campagin | ||
| + | * IVR: transfer to pre-defined system IVR | ||
| + | * **Ringing Timeout**: Max. ringing time in PD | ||
| + | * **Dialer MaxChannel**: Max. calls in this PD | ||
| + | * **Dialer Cap**: Max. number PD dialed each time | ||
| + | * **Dialer Interval**: Dialing interval in PD | ||
| + | * **Dialerring**: Ringing time PD assumed | ||
| + | * **Dialer answer**: Talking time PD assumed | ||
| + | * **Dialeranswerrate**: Answer rate PD assumed | ||
| + | * **Followup Rate**: ACW durtion PD assumed | ||
| + | * **Short Call**: Short call duration PD assumed | ||
| + | * **Short Call(%)**: Short call rate PD assumed | ||
| + | * **Short Call ACW**: ACW durtaion for short calls PD assumed | ||
| + | * **Callee Wait**: Max. callee waiting time in the queue PD assumed | ||
| + | * **Last Response**: Read only, last trunk response in the campaign | ||
| + | * **Dialer**: Read only, current dialer status (Start/Stop) | ||
| + | * **Strategy**: Current dialer strategy | ||
| + | * **Dialerval**: Current calls in the dialer | ||
| + | * **Adv-Setting**: If adv-setting of the dialer is enabled | ||
| + | * **Reset**: This button is used to reset the statistical data in this page | ||
| + | * **No Answer Calls Ring**: Total ringing time for no answered calls | ||
| + | * **No Answer Calls**: Total no answered calls number | ||
| + | * **Answered**: Total answered duration(both agent and customer) | ||
| + | * **Answered Times**: Total answered times(both agent and customer) | ||
| + | * **Callee Answered**: Customer answered times | ||
| + | * **Dialercount**: Total outbound times | ||
| + | * **ACW(seconds)**: Total duration in ACW status | ||
| + | * **ACW(times)**: Total times in ACW status | ||
| + | ===== Edit Campaign ===== | ||
| When a campaign is set up, click save, and it will be shown in the list. | When a campaign is set up, click save, and it will be shown in the list. | ||
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| You can give each field a name, and if leave it blank, the default names will be used. This applies to [[:en:module_manual:campaign:campaign_customers]]and [[:en:module_manual:campaign:qcpages]] under Campaign. | You can give each field a name, and if leave it blank, the default names will be used. This applies to [[:en:module_manual:campaign:campaign_customers]]and [[:en:module_manual:campaign:qcpages]] under Campaign. | ||
| - | ====Customer Fields==== | + | ==== Customer Fields ==== |
| * In a campaign, we have "Agent Fields" which is used to control agent privilege, and "Background Fields" which is used to control user privilege. | * In a campaign, we have "Agent Fields" which is used to control agent privilege, and "Background Fields" which is used to control user privilege. | ||
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| * In the window, you can drag a field to control the display sequence. | * In the window, you can drag a field to control the display sequence. | ||
| - | ====Customer Assign==== | + | ==== Customer Assign ==== |
| * System provides two assign method | * System provides two assign method | ||
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| * Manually Assign: Good if you want to do precisely assign | * Manually Assign: Good if you want to do precisely assign | ||
| - | ====Auto Assign==== | + | ==== Auto Assign ==== |
| * Click "Auto Assign Customers", it will popup a assign window | * Click "Auto Assign Customers", it will popup a assign window | ||
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| * In auto assign, you can assign by percentage or by number | * In auto assign, you can assign by percentage or by number | ||
| - | ====Manually Assign==== | + | ==== Manually Assign ==== |
| * Click **Manually Assign Customers** button, it will popup a new window so you can assign customers to agents manually. | * Click **Manually Assign Customers** button, it will popup a new window so you can assign customers to agents manually. | ||
