Campaign Configuration

Campaign Configuration

Overview

Getting started and understanding how to set up different options on the Campaigns tab

Name

Name field is where you enter the Name of the campaign The name you enter should be something meaningful so it is easily understood by other administrators and easy for you to find if you need to do a search to find this campaign in the futureNote: If your organization intends to use this campaign in more than one language you should add a name for each language you intend to use. To do so, select the globe icon to the right of Name a pop up window will open with a list of available languages where you can enter a name for each language. When you have entered the names in each of the languages you will be using, select OK.

Description

Description field is where you enter the description of the campaign This is where you can further elaborate on the purpose of the campaign

Field Mappings

This field is where you will select a Field Mapping that will be used to upload predictive and progressive lists To choose a field mapping select the file icon to the right of Field Mappings. A pop up window will open with the list of field mappings you have previously created. Choose one and select OK

Note The dialer lists that you will be uploading must match the fields that you have created in the Field Mapping or the lists may not upload or dial.

Campaign Goals

This field is where you will select a Campaign Goal. To select a Campaign Goal select the file icon to the right. A pop up window will open with the list of Campaign Goals you have previously created. Choose one and select OK. Once a Campaign Goal is selected for this campaign, users will be able to see the goals for this campaign on the Homepage The Campaign Goals will inform the users the type and volume of work items that they should be handling per shift. eg. The campaign goal may indicate that users should be handling 50 inbound calls and 20 emails.

Survey

This Field is where you will select the Survey that will be presented to a user each time the user accepts a work item from this campaign. To choose a Survey select the file icon to the right of Survey. A pop up window will open with the list of surveys you have previously created. Choose one and select OK.

Pre Survey

This field is where you would select the Pre Survey associated to this campaign. The Pre Survey is the survey that you can make available to customers to: fill out a survey, request a chat, request an email, or request an SMS see the article on creating surveys for more details. To choose a Pre Survey select the file icon to the right of Pre Survey. A pop up window will open with the list of surveys you have previously created. Choose one and select OK

Music URL

allows you to select the style of music that will play to customers while they are waiting in queue. You have several styles to choose from. To choose a Music URL select the style you want from the drop down list. from now on each caller that calls into this campaign and waits in the queue will hear the style of music you have selected

State DID

State DID allows you to present your ANI as an in state phone number to the customers you are calling in the United States. To assign a State DID to your campaign select the file icon to the right of State DID. A pop up window will open with the list of State DIDs you have previously created. Choose one and select OK Now if users place an outbound call from this campaign with the State DID option selected the people that you are calling will see the in state phone number associated in the State DID assigned to this campaign

Note In order to Use State DID you will need to have a valid verified phone number for the state you are dialing.

Options

Use for Outbound Dialing

Enabling Use for Outbound Dialing will allow users to select this campaign when placing an outbound call In order to use this campaign you must have a valid verified phone number associated to this campaign under Address Identifiers. Conversely if Use for Outbound Dialing is not enabled users will not be able to select this campaign when placing an outbound call. To enable Outbound Dialing click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

Default for Outbound Dialing

Enabling Default for Outbound Dialing will make this campaign the default choice for every user who is making an outbound call.Each user may choose to modify the default campaign he will use in his user settings. Each user may also choose to select a different campaign other than the default in the user’s dial pad. To enable Default for Outbound Dialing click on the toggle switch the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

Note if enabling Default for Outbound Dialing on a campaign you must also enable Use for Outbound Dialing

Default for Extension Dialing

Enabling Default for Extension Dialing will make this campaign the default campaign that is used to ring the users extensions.This will be used whenever an agent accepts an inbound call or makes an outbound call. To enable Default for Extension Dialing click on the toggle switch the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position. To test if extension dialing is working have a user select call me from the User Settings Telephony tab

Note if enabling Default for Extension Dialing on a campaign you must have a valid verified phone number associated to this campaign under Address Identifiers.

Use for Progressive Dialing

*Enabling Use for Progressive Dialing will allow this campaign to be used for progressive dialing. In other words you will be able to upload outbound lists. Users will be able to log into this campaign and be presented numbers to dial from the lists you have uploaded.

To enable Use for Progressive Dialing click on the toggle switch the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position

NOTE* Once you enable **Use for Progressive Dialing ** Dialer Options will become and you will need to adjust the dialer options to suit the needs of your company

Use for Predictive Dialing

Enabling Use for Predictive Dialing will allow this campaign to be used for predictive dialing. In other words you will be able to upload outbound lists. Users will be able to log into this campaign the system will automatically place outbound calls from the lists you have uploaded and connect the calls that are answered to a user

To enable Use for Predictiove Dialing click on the toggle switch the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position

NOTE Once you enable *Use for Predictive Dialing ** .
Dialer Options will become and you will need to adjust the dialer options to suit the needs of your company

Use For Fax

*Enabling Use for Fax *will allow this campaign to be used for inbound and outbound faxes. inbound faxes must route to a single user. you can choose the user in the campaign workflow

A user can send an outbound fax from contacts by selecting a contact that has a phone number in the fax field and selecting the fax icon. A pop up window will open allowing the user to choose a pdf file to send as a fax

To enable Use for Fax click on the toggle switch the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position

Use For SMS

Enabling Use for SMS will allow this campaign to be used for inbound and outbound SMS messages. Inbound SMS messages route to a queue. you can choose which queue to route the SMS messages in the campaign workflow

Users can now choose to send an outbound SMS message from the navigation bar at the top of the Thrio UI. To enableUse SMS click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again, the switch will change to the OFF position

Use For Email

Enabling Use for Email will allow this campaign to be used for inbound and outbound email messages. Inbound emails messages route to a queue. you can choose which queue to route the emails in the campaign workflow

Users can now choose to send an outbound email from the navigation bar at the top of the Thrio UI or from the Contacts tab. To enable Use for email click on the toggle switch the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position

NOTE in order to send or receive email messages a valid email account must be entered in the Email Account field for this campaign

Address

Address Identifiers

In order for inbound calls to route to a campaign the inbound phone number needs to be assigned to that campaign.

To assign a phone number to a campaign select the file icon to the right of Address Identifiers. A pop up window will open with the list of Phone Numbers you have previously created. Choose one and select OK

NOTE The phone number you select from the list must be a valid phone number verified with your telco in order for the calls to route

Address Identifiers are also used to route social media requests. In this case you will need to choose the ID of your company’s social media page

Email Account

In order for emails to route to this campaign you need to assign a valid Email Account

To assign an Email Account to a campaign select the file icon to the right of Email Account. A pop up window will open with the list of Email Accounts you have previously created. Choose one and select OK

Number

By default, the telephone number displayed to the people you call is the phone number assigned in the Address Identifiers. However in some circumstances you may wish to display the telephone number of a different campaign instead

In order to display he telephone number of a different campaign simply type the telephone number you wish to be display. Now when a user places an outbound call from this campaign the system will send the telephone number you entered as the ANI

NOTE The number you enter must be a valid phone number that is verified with your telco in order for the call to complete.

Chat

Keep Alive

Customer networks can be unreliable. Sometimes during a chat with a user a customer may lose network connection. Instead of immediately terminating the chat it is recommended that the system allows the customer to reconnect without having to initiate a new chat.

On the other hand the customer may have closed their browser without terminating the chat. Chat Keep Alive gives you the flexibility to decide how long to wait before terminating a chat that the system detects as no longer connected

To enable Keep Alive simply type the number of seconds the system should wait before terminating a chat.

Mobile Keep Alive

Mobile networks can be even more unreliable than wired networks. A customer’s phone may go to sleep. The customer may be traveling in an area with spotty connectivity.

during a chat with a user a customer may lose network connection. Instead of immediately terminating the chat it is recommended that the system allows the customer to reconnect without having to initiate a new chat.

On the other hand the customer may have closed their browser without terminating the chat

Mobile Keep Alive gives you the flexibility to decide how long to wait before terminating a chat received from a mobile device

Dispositions

Dispositions are used by a User following the termination of a work item. The User will be presented with a list of options in a drop down list. The User needs to select the Dispositionthat most accurately describes the status of the workitem

eg. Solved if the reason for a call is resolved or No Answer If no one answered an outbound call. Dispositions can be created and configured by workitem type on the Dispositionstab. They can also be assigned by campaign.

To assign a Disposition to a campaign select the + symbol to the right of Dispositions. A pop up window will open with the list of Dispositions you have previously created. Select the checkbox next to each of the dispositions you wish to add and select OK. Now when a user receives a workitem from this campaign and terminates it, the Dispositions you have added will be added the list of choices on the drop down list. To remove dispositions you can either select the + symbol to the right of Dispositions and unselect the checkbox next to each of the dispositions you wish to remove OR you can select the red trashcan icon on each of the Dispositions you wish to remove. Once a disposition is removed from the campaign the Dispositions you have removed will no longer be accessible on the Dispositions drop down list for this campaign

Scripts

Scripts are presented to a user when they receive a new workitem. A Script may provide guidance on how to answer the call or provide information to the user. Scripts are created on the Scripts tab. Scripts are configurable by campaign.

To assign a Script to a campaign select the + symbol to the right of Scripts A pop up window will open with the list of Scripts you have previously created. Select the checkbox next to each of the Scripts you wish to add and select OK. Now when a user receives a workitem for this campaign. The Scripts you have added will be presented to the user. To remove Scripts you can either select the + symbol to the right of Scripts and unselect the checkbox next to each of the Scripts you wish to remove OR you can select the red trashcan icon on each of the Scripts you wish to remove. Once a Script is removed from the campaign the Script* you have removed will no longer be presented to the user when they receive a workitem from this campaign.

Compliance

Compliance allows you to provide users a step by step guide when handling a call. It may be important for your business process for Users to inform a customer that a call is being recorded, then ask for consent prior to asking to speak to a specific individual. Although Compliance is no substitute for training your users. Consent is a tool that acts as a reminder on each call to follow the process. Using the example above you may choose to add 3 Compliance steps. Step 1 is to inform the customer the call is being recorded. Step 2 is to ask for Consent and step 3 is to ask to speak to a specific person. bc x Each of the steps must be pre created on the Compliancetab before being assigned to the campaign. To assign Compliance to a campaign Select the + symbol to the right of Compliance A pop up window will open with the list of the Compliance steps you have previously created. Select the checkbox next to each of the Compliance steps* you wish to add and select OK. Once the Compliance steps* have been added to the campaign you must put them in the correct order. Type in the number 1 for the first step in the Compliance for this campaign. Type in the number 2 for the the second step in the Compliance for this campaign. Type in the number 3 for the third step in the Compliance for this campaign and so on.

Now when a user receives a workitem for this campaign he will be presented each step sequentially. The user will need to confirm that step 1 is Done before moving on to step 2 and so on until all steps are completed.

to remove a Compliance step you can either select the + symbol to the right of Compliance and unselect the checkbox next to each of the Compliance steps you wish to remove OR you can select the red trashcan icon on each of the Compliance steps you wish to remove. Once a Compliancestep is removed from the campaign the Compliance step you have removed will no longer be presented to the user when they receive a workitem for this campaign.

Recording

Recording Percentage *to enable recording for the campaign you select the ball on the slide bar and drag it to the right to increase the percentage of calls to be recorded slide the ball to the left to decrease the percentage of calls to be recorded. Once you have selected a percentage of calls to record for this campaign the system will automatically record the selected percentage of calls for this campaign.

File Server

In order to store recordings on a remote server (in addition to the standard storage of recorded files) you will need to select a File Server .

To choose a File Server select the file icon to the right of File Server. A pop up window will open with the list of File Serversyou have previously created. Choose one and select OK

Now whenever a recording is made on this campaign a separate copy will be stored on the remote server that you have configured when you created the File Server on the File Server tab.

Transcription

Simply put Transcription is the process of transcribing the recorded calls using speech to text technology so there is a written record of the recorded call

Start time

On this campaign calls that are recorded prior to the **start time **will not be transcribed. To enable start time set the 24 hour clock the first field is hours and the second field is minutes. you can select the hour field and type in a value between 0 and 23 or you can use the up and down arrows to increase or decrease the value in the field. Then select the minute field and type in a value between 0 and 59 or you can use the up and down arrows to increase or decrease the value in the field

End Time

On this campaign calls that are recorded after the **end time **will not be transcribed. To enable end time set the 24 hour clock the first field is hours and the second field is minutes. you can select the hour field and type in a value between 0 and 23 or you can use the up and down arrows to increase or decrease the value in the field. Then select the minute field and type in a value between 0 and 59 or you can use the up and down arrows to increase or decrease the value in the field

Note end time must be greater than the start time

Scorecards

  • Scorecards are used to verify if certain words or phrases were used in a recorded conversation.
  • Scorecards are used in conjunction with transcription.
  • If a scorecard is assigned to a campaign the system will verify if the words in the scorecard were used when recording are made for that campaign.
  • If all the words in the scorecard are used then it is considered a pass, if not it is considered a fail.
  • The scorecards can be seen on individual records when reviewing recordings.
  • On the User’s dashboard you can view the number of pass / fail recordings per user and you can also run reports on the scorecards
  • To enable *scorecards on the campaign you need to assign which scorecards you want the campaign to use.
  • Select the + symbol to the right of Scorecards A pop up window will open with the list of Scorecards you have previously created. Select the checkbox next to each of the Scorecards you wish to add and select OK.
  • Now when a recording from this campaign is transcribed the system will verify the Scorecards you have assigned against the transcription.
  • To remove Scorecards you can either select the + symbol to the right of Scorecards and unselect the checkbox next to each of the Scorecards you wish to remove OR you can select the red trashcan icon on each of the Scorecardsyou wish to remove.
  • Once a Scorecard is removed from the campaign the Scorecard you have removed will no longer be verified against the recordings that were transcribed for this campaign.

Response Templates

  • Response Templates are prepared responses that are available to users when receiving email, chat or SMS workitems.
  • Response Templates are usually frequently asked questions that require a lot of text to adequately respond to the customer’s question.
  • These Response Templates can be created and configured by workitem type on the Response Templates tab.
  • They can also be assigned by campaign. To enable Response Templates on the campaign you need to assign which Response Templates you want the campaign to use.
  • Select the + symbol to the right of Response Templates A pop up window will open with the list of Response Templatesyou have previously created.
  • Select the checkbox next to each of the Response Templates you wish to add and select OK.
  • Now when a user receives one of the aforementioned workitem types for the campaign he will see the Response Templates in the Response Templates library and be able to more quickly and easily respond to frequently asked questions.
  • To remove Response Templates you can either select the + symbol to the right of Response Templates and unselect the checkbox next to each of the Response Templates you wish to remove OR you can select the red trashcan icon on each of the Response Templates you wish to remove.
  • Once Response Templates are removed from the campaign the Response Templates you have removed will no longer be visible in the Response Templates library for this campaign

Workgroup Option

Final State Customer Hangup

Final State Customer Hangup allows the system to perform tasks such as send an email or an SMS, perform a database dip etc. The available actions are in the states created in the workflow for this campaign. To select a Final State Customer Hangup select the file icon to the right of Final State Customer Hangup. A pop up window will open with the list of states you have previously created in the workflow. Choose one and select OK

Now when the customer hangs up, The system will perform the tasks in the state that you have selected.

Final State Agent Hangup

Final State Agent Hangup allows the system to perform tasks such as send an email or an SMS, perform a database dip etc. The available actions are in the states created in the workflowfor this campaign… To select a Final State Agent Hangup

select the file icon to the right of Final State Agent Hangup. A pop up window will open with the list of states you have previously created in the workflow. Choose one and select OK

Now when the Agent hangs up, The system will perform the tasks in the state that you have selected.

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