1. Introduction/Overview
This feature has been developed to enable Supervisors to closely monitor various campaign metrics (e.g., no contacts left to call in the list, reach rate, abandoned call rate) and campaign statuses (start, stop). Notifications are displayed in the notification area on the SPV screen. Additionally, an email notification option is available for all notification types. This allows you to be proactively informed about the performance of your campaigns and take necessary actions in a timely manner.
Target User Role: Supervisor (SPV)
2. Prerequisites
To use these features and access campaign settings, you must have the Supervisor role in the Call Center Studio system.
To be redirected to campaign settings using the "Go to campaign settings" button in Predictive campaign abandoned call rate management notifications, you must have the relevant ACL (Access Control List) authorization.
3. Step-by-Step Instructions
Campaign notification settings are managed from within the settings menu of the relevant campaign.
3.1. General Campaign Notifications (SPV Screen and Email)
These notifications are displayed in the standard notification area on your SPV screen and are not in pop-up window format. For each notification type, you can separately activate its display on the SPV screen and email notification.
3.1.1. Empty List Tracking
This feature informs you when there are no contacts left to call in the lists associated with a campaign.
Go to the relevant campaign settings.
Find the Empty List Tracking Supervisor Notification option.
Information: "You can activate this to send a notification to the SPV screen when there are no contacts left to call in individual lists."
To receive notifications on the SPV screen, set the toggle switch next to this option to the active position.
When activated, if no contacts are left to call in a list, you will receive a notification like "Your contacts for list X have been completed. Please check your list." (X represents the list name).
If you also want to receive email notifications, find the Empty List Tracking Email Notification option.
Information: "By activating this option, you can also receive an email notification when no contacts are left to call in a contact list. You can add up to 20 email addresses."
Set the toggle switch next to this option to the active position.
When activated, enter the email addresses (up to 20) to which you want notifications sent in the Email Address field that will appear below.
3.1.2. Reach Rate Notification
This feature informs you when your campaign's overall reach rate falls below a percentage you specify.
Go to the relevant campaign settings.
Find the Reach Rate Supervisor Notification option.
Information: "You can activate this to send a notification to the SPV screen if your campaign's reach rate falls below the specified percentage."
To receive notifications on the SPV screen, set the toggle switch next to this option to the active position.
When activated, a slider will appear. Use this slider to set the minimum reach rate percentage at which you want to be notified.
When the campaign's reach rate falls below the percentage you set, you will receive a notification like "The reach rate of campaign X has fallen below the specified rate of Y%. Please check your campaign." (X represents the campaign name, and Y represents the percentage you set).
If you also want to receive email notifications, find the Reach Rate Email Notification option.
Information: "When activated, notifications about the campaign's reach rate will be sent to the email addresses defined here. You can add up to 20 email addresses."
Set the toggle switch next to this option to the active position.
When activated, enter the email addresses (up to 20) to which you want notifications sent in the Email Address field that will appear below.
3.1.3. Abandoned Call Rate Notification
This feature informs you when your campaign's overall abandoned call rate exceeds a percentage you specify.
Go to the relevant campaign settings.
Find the Abandoned Call Rate Supervisor Notification option.
Information: "You can activate this to send a notification to the SPV screen if your campaign's abandoned call rate exceeds the specified percentage."
To receive notifications on the SPV screen, set the toggle switch next to this option to the active position.
When activated, a slider will appear. Use this slider to set the maximum abandoned call rate percentage at which you want to be notified.
When the campaign's abandoned call rate exceeds the percentage you set, you will receive a notification like "The abandoned call rate of campaign X has exceeded the specified rate of Y%. Please check your campaign." (X represents the campaign name, and Y represents the percentage you set).
If you also want to receive email notifications, find the Abandoned Call Rate Email Notification option.
Information: "When activated, notifications about the campaign's abandoned call rate will be sent to the email addresses defined here. You can add up to 20 email addresses."
Set the toggle switch next to this option to the active position.
When activated, enter the email addresses (up to 20) to which you want notifications sent in the Email Addresses field that will appear below.
3.1.4. Campaign Start & Stop Notification
This feature informs you when a campaign is started or stopped (via API or interface).
Go to the relevant campaign settings.
Find the Campaign Start&Stop Supervisor Notification option.
Information: "When activated, notifications about the campaign starting and stopping will appear in the notification bar on the supervisor screen."
To receive notifications on the SPV screen, set the toggle switch next to this option to the active position.
When a campaign is started: "Campaign X has been started." (X represents the campaign name).
When a campaign is stopped: "Campaign X has been stopped." (X represents the campaign name).
If you also want to receive email notifications, find the Campaign Start&Stop Email Notification option.
Information: "When activated, notifications about the campaign starting and stopping will be sent to the email addresses defined here. You can add up to 20 email addresses."
Set the toggle switch next to this option to the active position.
When activated, enter the email addresses (up to 20) to which you want notifications sent in the Email Addresses field that will appear below.
Note: The toggle switches used for SPV screen notifications and email notifications are independent of each other. You can activate only one or both according to your needs.
3.2. Predictive Campaign "Abandoned Call Rate Management" Notifications (Pop-up on SPV Screen)
In Predictive dialing type campaigns, when certain limits defined within the "Abandoned Call Rate Management" feature are reached, notifications are displayed as pop-up windows on the SPV screen.
3.2.1. General Notification Setting
To receive these pop-up notifications, you first need to activate the general setting.
Go to the settings of the relevant Predictive Campaign.
In the "Abandoned Call Rate Management" section, find the on/off toggle named Send notification to SPV screen.
Set this toggle to the active position to enable pop-up notifications for the following situations.
3.2.2. Campaign Speed Slowdown Start Rate Notification
This notification is displayed when the "Campaign Speed Slowdown Start Rate" percentage specified in the campaign is reached.
The "General Notification Setting" (Item 3.2.1) above must be activated.
When the specified rate is reached, a pop-up window will appear on your SPV screen.
This window will contain a warning message: "Campaign A's speed has been reduced to X, because an abandonment rate of Z% was observed in the last Y calls." (A is the campaign name, X is the new speed, Y is the number of calls, Z is the abandonment rate).
The pop-up window will have two buttons:
Go to campaign settings: If you click this button and have ACL (Access Control List) authorization, you will be redirected directly to the relevant campaign settings.
If you do not have authorization, when you hover over the button, a warning "You do not have ACL authorization to view campaigns. Please contact an authorized person for support." is displayed.
Go to campaign performance: Clicking this button will redirect you to the campaign's performance menu.
3.2.3. Restriction Start Rate Notification
This notification is displayed when the "Restriction Start Rate" percentage specified in the campaign is reached.
The "General Notification Setting" (Item 3.2.1) must be activated.
When the specified rate is reached, a pop-up window will appear on your SPV screen.
This window will contain a warning message: "Campaign X's speed has been reduced to 1, because an abandonment rate of x% was observed in the last x calls." (X is the campaign name, x represents the relevant values).
The pop-up window will have two buttons:
Go to campaign settings: If you click this button and have ACL authorization, you will be redirected directly to the relevant campaign settings.
If you do not have authorization, when you hover over the button, a warning "You do not have ACL authorization to view campaigns. Please contact an authorized person for support." is displayed.
Go to campaign performance: Clicking this button will redirect you to the campaign's performance menu.
3.2.4. Maximum Abandoned Call Rate Notification
This notification is displayed when the "Maximum Abandoned Call Rate" percentage specified in the campaign is reached, and the campaign is stopped.
The "General Notification Setting" (Item 3.2.1) must be activated.
When the specified rate is reached, a pop-up window will appear on your SPV screen.
This window will contain a warning message: "Campaign X has been stopped because an abandonment rate of x% was observed in the last x calls." (X is the campaign name, x represents the relevant values).
The pop-up window will have two buttons:
Go to campaign settings: If you click this button and have ACL authorization, you will be redirected directly to the relevant campaign settings.
If you do not have authorization, when you hover over the button, a warning "You do not have ACL authorization to view campaigns. Please contact an authorized person for support." is displayed.
Go to campaign performance: Clicking this button will redirect you to the campaign's performance menu.
4. Tips and Best Practices (Optional)
Configure notification settings according to your campaign's specific needs and goals.
Ensure that the email addresses you use for email notifications are up-to-date and correct.
Especially for Predictive campaigns, carefully monitor pop-up notifications to quickly get information about campaign health and make necessary interventions.