Campaigns Table
The campaign table is a screen where all campaigns are listed. This is where you can create new campaigns and manage existing ones. In the table, campaigns are displayed with specific fields such as name, campaign type, status, and assigned lists.
Table Filters
You can filter campaigns based on the following criteria:
Campaigns: You can select multiple campaigns by name.
Campaign Types: You can filter campaigns by multiple options such as preview, predictive, and IVR.
Statuses: You can filter active or inactive campaigns.
Assigned Lists: You can filter campaigns by selecting multiple lists assigned to the campaigns.
Start/Stop: These buttons are used to enter commands to start or stop campaigns. To start a campaign, work dates must be defined, and at least one contact must be assigned. If an inactive campaign is to be restarted, a 35-second wait is required.
Row-Level Actions
Following functions can be done on the row level.
Edit: Allows you to open the settings screen of the current campaign and make the desired changes.
Start/Stop: Enables you to start a paused campaign or pause a running campaign.
Campaign Status: Provides access to a table that displays the status of the selected campaign, the number of contacts it contains, the ratio of ongoing to completed contacts, and allows you to view this information based on defined lists. A shortcut to the list management screen is available.
List Recycling: Provides access to the screen where definitions for recycling lists are made. The screen consists of the following parameters:
Lists: Retrieves the lists defined for the campaign.
Reasons: Retrieves all result codes that are not marked as "completed" and other basic reason codes defined in the campaign. If the last result code received by a contact is one of the selected ones, then the recycle process begins.
Start Date Time: Allows you to select the start date and time for the data to be recycled in the context of the last call date.
End Date Time: Allows you to select the end date for the data to be recycled in the context of the last call date.
Send List Recycled Results by Email: This is a toggle field. It is disabled by default. If enabled, an informational email is sent to the user who initiated the list recycled immediately after the recycle process is completed.
After the settings are completed, the list recycle command is given. Upon confirmation, a screen indicating the start of the process is displayed and the campaign status is shown as "recycling." The number of recycled contacts can be accessed in the detail screen. A new recycle command cannot be given in a campaign until an ongoing recycle process is completed. After the process is completed, the "recycling" information is removed. The attempt counts for the recycled contacts are reset, and new calls start again according to the call limits. Completed contacts cannot be recycled.
Delete: Allows you to delete an existing campaign.
Action Buttons
Following are the actions that can be taken in on the campaigns table.
New: Opens the new campaign addition module. After creating a new campaign list by selecting the campaign name and type, it can be selected in the table and opened with the edit function to access the campaign settings screens. After the necessary settings, the campaign is prepared.
Refresh: Used to refresh the table.
Lists: Opens the list management screen.
Contacts: Opens the contact tracking screen.
Campaign Editing Screen:
Campaign settings are divided into 8 main groups for preview campaigns. These settings can be accessed from separate tabs in the campaign menu.
Campaign options: The screen where the general definitions of the campaign and the settings required for its operation are entered.
Lists: The screen where the lists defined for the campaign can be managed, new lists can be defined, and contact search statuses can be checked.
Call Settings: The screen where the methods, order, and period of calling contacts according to the campaign's target are defined.
Working Hours: The screen where complex configurations such as the dates, time ranges, time zones, and special day settings for the campaign to operate can be defined.
Finish Codes: The screen where campaign call results are defined categorically so that they can be entered by agents or integrated external services.
Contact Notifications: The screen where notifications are sent for campaign calls and contact statuses.
Conditional Scripter: The screen where a special scripter object is set to run when a selected value for a specific parameter is met in the campaign contact data.
Call Pausing: The screen where settings are defined to stop calls to contacts that meet a condition in the campaign contact data.
In predictive campaigns, the following two tabs are also included in the settings.
Announcement: The screen where the definition of the announcement to be played in the campaign call answered by the end user is made.
Answer Machine Detection: The screen where settings are entered to prevent and manage agents from wasting time in case campaign calls are answered by an answering machine.
Campaign Settings
Preview Campaign
Campaign Options
Campaign options of the preview type can be adjusted through the following fields:
Campaign Name: The name of the campaign as defined by the user.
Campaign ID: The unique identifier assigned to the campaign by the system.
Queue: It is mandatory to select a queue from which calls will be made for preview campaigns. Preview queues are defined by activating the Preview Campaign Queue field in the queue settings in the queue menu.
Additionally, only one preview queue can be defined for a preview campaign. A preview queue cannot be added to a different preview campaign. An agent can only be added to one preview-defined queue, so they can only be in one preview campaign at a time.
Agents who are added to a preview queue will be able to select Preview Available status on the agent screen. This way they can start getting preview campaign calls.
Scripter: This is the field where the scripter object to be displayed when a campaign call is connected to an available agent in predictive and preview campaign types is determined. A scripter is a tool that allows agents to view information about campaign calls and contacts, follow defined guidelines for the flow of conversation, and take notes on specific topics during the call using created fields. At the end of the call, the result code defined in the scripter settings is entered by the agent. Mandatory for preview campaigns.
Dial Plan: This is the field where the basic Dial Plan object to be used in the campaign is determined. The rules defined in the Dial Plan object determine which operator and tenant number will be used according to the pattern of the contact number to be called. In this way, the basis of the calling strategy to be used to reach contacts is established.
Ring Time: This is where the duration of campaign calls ringing on contacts’ phones is set. The ideal value is 25 seconds. Changing this value may have a negative impact on reach rates.
Countdown Time: This is where the time an agent can spend on the preview screen in preview campaign calls is defined. The countdown progresses for the number of seconds entered here, and the agent selects one of the options to skip the contact or make a call. If no selection is made, the call to the target contact is automatically initiated at the end of the time.
Routing Strategy: This is the field where it is determined how the campaign contact data will be added to the call queue. One of two options, FIFO or LIFO, is selected.
Maximum Effort: This is where the number of times contacts that have been reached but are invalid will be called again.
Skip Contact Button: This setting determines whether an agent can skip a contact they are previewing and, if so, the limit on the number of times they can do so in a day in the contact skip limit entry field.
Check Blacklist: If activated, it is checked whether the relevant number is on the blacklist before the campaign call is made. If this setting is activated for the numbers entered for campaign calls in the blacklist menu, the campaign call is not made.
Lists
In the Lists tab, you can view and manage all lists defined for the campaign from a single point.
Campaign Status: Indicates whether the campaign is active or inactive.
Total Contacts: Provides the total number of contacts defined for the campaign.
Total RC Rate: This data shows the ratio of ongoing contacts to completed contacts across the entire campaign. This value changes dynamically with each completed contact.
Assigned Lists: In this table, the lists in the campaign are displayed and managed individually. The following columns are included in the table:
Status: Indicates whether the list is active or inactive. The list status can be changed from active to inactive or vice versa by clicking the button.
List Name: Shows the name given to the list by the user.
Priority: Gives the numerical priority value of the list between 1-10 (10 being the highest priority). Calls are made from the highest priority list first, and when a list is completed, calls continue from the next list. For lists with the same priority, contacts from the list uploaded first are called first.
Number of Contacts: Shows the total number of contacts in the list.
RC Rate: This data shows the ratio of ongoing contacts to completed contacts. This value changes dynamically with each completed contact.
Last Data Upload Date: Provides information about when the last data was added to the list.
Action Buttons:
Assign: Allows assignments to be made from lists previously created for the campaign.
Add New List: Used to create and add a new list to the campaign from scratch. It brings the list creation screen to this menu, allowing for a practical definition.
List Row Actions: Allows the following actions to be performed on the lists in the assigned lists table.
View Contacts: All uploaded contacts defined for the list are shown on this screen. Contacts can be filtered and viewed here. The user can download the list in csv format if desired.
Change Priority: The priority value can be changed between 1-10 (10 being the highest priority) from the menu that opens with this button. New calls proceed according to this priority value.
Custom Call Plan: Allows a custom call plan to be defined for the list, regardless of the campaign's. This allows different call strategies to be implemented for different reason codes, regardless of the campaign's general settings. The custom call plan can be deactivated if desired.
Unassign: By removing the relevant list from the campaign, calls from this list to this campaign are stopped.
Dialing Settings
More complex strategies can be defined to reach campaign contacts in the call rules. In these settings, it is possible to reach a contact after a specified period, according to the result of the previous call that was not reached, and if necessary, with a different call plan from the specified profile.
For example, if a contact is called from a mobile phone and closes the call without connecting to an agent, although they answered the call, they can be called back 20 minutes later from their work phone number using a different calling number , depending on the reason for the missed call.
At this point, it is also important to use various calling numbers of the tenant. In the above example, if a contact is called from a mobile phone number with an 0850 number and the call is missed, instead of calling with the same number, there is a higher probability of answering if called from a geographic number (starting with the code 0232) or a mobile phone number (using FCT).
Phone Profile: When contact data is uploaded to the campaign, up to 4 numbers can be defined for each contact in 4 profiles. Profiles are divided into 4 groups: mobile, work, home, and private. If two numbers are added from the same profile, one is randomly called.
The initial profile is determined on the file upload screen. The contact receives their first call from the number specified here. Each profile has daily and total limits. According to these values defined in all profiles, the number of daily and total call attempts that will be made to a contact throughout the campaign until it is completed is determined in these fields.Reason: Reasons are the results that occur when calls are not connected. For situations such as the called contact being busy, missed, not answering, having an invalid number, encountering an answering machine, or the connection being dropped while the call is in progress, new call scenarios can be developed.
Suppress Redial: If desired, recalling can be prevented for the relevant reason with this control.
Delay: This is the field where it is determined how many minutes after the relevant reason code is received the contact will be called again.
Target Profile: This is the field where it is determined from which profile the contact will be called after the relevant reason code is received.
Custom Dial Plan: The call plan selected in this field determines the call plan that will be used for recalling.
Working Hours
Time Zone:
This field determines the time zone in which the campaign will operate. Here, the campaign calls can be scheduled to run according to any time zone in the world, independent of the tenant's time zone.
Date Settings:
The start and end date/time of the campaign are entered in this section.
Default Working Hours:
Here, you define how the campaign will operate on a weekly basis within the defined campaign dates. You can make definitions based on days of the week, weekends, and individual days. You can also define configurations for working or not working in different time intervals within the same day.
Special Dates:
You can define the campaign's operating status or operating hours independently of the default operating hours for specific dates such as holidays. Multiple special dates can be defined.
Finish Codes
Overview: Once a campaign call is answered by a contact and assigned to an agent, the conversation begins. After completing the necessary actions regarding the call on the scripter, the agent enters a predefined finish code for the call. Finish codes are defined in this section. They can be considered as categories that can be classified according to the content of the call. They are created in line with the goals and objectives of the campaign.
Reason Code: These are the categories that form the basis of the finish code. There are 4 options:
Scheduled
Completed
Number Deleted
Invalid Call
Finish Code: This is a categorical definition that summarizes and qualifies the status of the call in addition to the above reasons.
Example:
Finish Code: Sale Made
Reason Code: Completed
Completed contacts are dropped from the remaining data and, if no additional effort is made on these contacts, no further calls are made. For reasons other than appointments, calls are no longer made.
Success: Whether or not the call is considered successful in line with the campaign goals can be managed from this area.
Schedule Delay: Only appears in the schedule finish code. Thanks to schedule delay, the default appointment date and time will be calculated by adding the specified time to the moment the "finish scripter" button is clicked. This will make it much easier for you to schedule appointments. It is determined in days, hours, and minutes.
Missing Finish Code Management: In cases where agents do not fill out their scripts or accidentally close the scripts in campaigns, a finish code is not entered for the call. In such cases, the call is defined with the agent_answered code and is considered incomplete. Since there is a conversation, no further calls are made.
The missing finish code options determine how the campaign will behave if there is a missing finish code. In the "Keep agent_answered as the finish code" option, the current campaign operating logic continues. In the "Define finish code later" option, the MT is allowed to enter the finish code again within the specified entry timeout. The entry timeout is the area where it is determined how long a finish code should be entered for a call. It can be between 30 and 240 minutes.
Contact Notifications
The system can send notifications for specific events related to selected contacts. Notifications send contact-related information to Webhook URLs defined by the user.
If the Contact Webhook Enabled option is selected, a notification will be sent when the contact is completed.
If the Call Result Webhook Enabled option is selected, a notification will be sent after each call made to the contact.
This is commonly used in scenarios where customers continue the workflow in integrated services.
Conditional Scripter
This section defines scripters that will be opened based on the value selected in a parameter within the campaign contact data, as opposed to the scripter defined in the campaign settings. Users define conditions by entering target values using operators suitable for parameters.
Call Pausing
Call pausing for contacts with specific values in certain parameters of the campaign contact data can be achieved with the conditions in this tab.
With the new "Call Pause" feature of the campaign module, you can pause calls to contacts in campaign lists based on the criteria you choose. With campaign pausing, you can pause calls to contacts in that region in the campaign data in case of negative situations such as disasters. Call pausing also allows you to manage calls based on the priority of segments in your campaign data and conditions, allowing you more flexible call management without pausing the entire campaign.
Contact data in campaign lists is stored in AloTech based on certain parameters. In some cases, special parameters can also be defined in the section for adding custom variables on a campaign basis.
Users who want to use the Call Pausing feature must define conditions for the system to identify the contacts to be paused. Users can enter a total of 3 conditions. The elements that make up the condition are as follows:
Parameter: You can think of these as headings that express the details of the contact. For example, headings such as city, country, education level can be considered as parameters. The parameters to be used in call pausing must be included in the file containing the contacts and also defined in the special variable entry.
Operator: Specifies how the entered values will be processed in the parameter. For example, if only the Boston value is to be targeted in the City parameter, the Equal operator is used.
Value: It is the equivalent of the parameter for a contact. For example, if the profession field says "doctor" for contact A in the data file, the value of the profession parameter for contact A is "doctor".
After entering the conditions, you can click the Pause Calls button. The system will independently pause the data corresponding to the conditions from the campaign operation. Thus, even if the campaign is started while call pausing is active, calls will not be made to contacts that meet the condition. The system will ask for your confirmation before pausing calls.
Following your confirmation, the system will start pausing calls to contacts in your campaign contact data that meet the relevant conditions. This process varies depending on the size of your data. If the number of contacts corresponding to the conditions is high, the process will take longer. While the pausing process is ongoing, you will see the message "Process is ongoing". At the same time, action buttons and fields will be disabled to prevent possible confusion. You can use the refresh button to get information about the latest status.
After the process is completed, the Refresh button will disappear and the Total paused contacts number will take its final value. At this point, calls to contacts that meet the relevant conditions have been paused. After the call pausing process is completed, if there is free space, new conditions can also be defined. After defining the new condition, the Save button is clicked and then confirmation is given. After the confirmation, the Start Calls button will be replaced by the Pause Calls button. By clicking this button, calls to contacts that meet all conditions will start to be paused again. The duration will be proportional to the size of the data. In case of a large number of contacts to be paused, calls may be made to some contacts that were previously paused. If calls are paused, calls to contacts that meet the relevant conditions can be started by clicking the Start Calls button.
After a process duration that varies depending on the data, the process is completed. The conditions remain on the Call Pausing screen to be paused again. If the user wishes, they can delete the condition group. If there are paused contacts corresponding to the condition group, calls will start to be made to these contacts. The deletion process is also completed after a period that varies depending on the number of contacts. The "Process is ongoing" message disappears and the Total contacts to be continued number takes its final value. When the deletion process is complete, all condition fields will be empty.
Preview Dialing Screen
A modal with the information regarding the contact being previewed to be called is shown to the agent. Agent can investigate this information and prepare the strategy for the call and then may choose to skip or call the contact within the defined time limit.