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en:module_manual:campaign:campaigns [2014/05/19 13:22] solo [Adv-Setting] |
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. | ||
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| * **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 ==== |
| Adv-setting is used to configure & check pre-dictive dialer(PD) | Adv-setting is used to configure & check pre-dictive dialer(PD) | ||
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| * **ACW(seconds)**: Total duration in ACW status | * **ACW(seconds)**: Total duration in ACW status | ||
| * **ACW(times)**: Total times in ACW status | * **ACW(times)**: Total times in ACW status | ||
| - | =====Edit Campaign===== | + | ===== 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. | ||
