PEC-OU/Current/CXContact/CampaignGrps - Revision history

WikiSysop at 10:00, May 11, 2022

2022-05-11T10:00:30Z

Mary.hachey@genesys.com: Published

2021-11-23T13:51:55Z

Published

Show changes

Merav.levy@genesys.com: Published

2021-02-09T17:07:58Z

Published

Merav.levy@genesys.com: Published

2020-11-15T15:41:45Z

Published

Show changes

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:34:05Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:31Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T14:26:00Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Create a Campaign Group
|Platform=PureEngage
|TocName=Create a Campaign Group
|Application=CX Contact
|Role=Administrator
|Context=
Learn how to set up and manage a campaign group.
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|structuredtext=
The following topics are covered in this article:
*{{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=CGIntro|display text=Introduction}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=Create_a_Campaign_Group|display text=Create a campaign group}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=Edit_a_Campaign_Group|display text=Edit a campaign group}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=Delete_a_Campaign_Group|display text=Delete a campaign group}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=PausedState|display text=Start a campaign group in a Paused state}}
*{{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=StartPauseStop|display text=Start, pause, or stop a campaign group}} - includes information about {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=ListReset|display text=List Reset options}}
*{{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=RecordDepletion|display text=Automatically complete a campaign group upon record depletion}}
}}{{Section
|sectionHeading=Introduction
|anchor=CGIntr
|alignment=Vertical
|structuredtext=

This section provides basic information about working with identifying campaign groups in the user interface. For general information about campaign groups and how they fit into the overall campaign structure, refer to the {{Link-SomewhereInThisManual|topic=Terminology|anchor=top|display text=Campaign Structure and Terminology}} page.

===Identifying Campaign Groups on the Campaigns Page===

Once a campaign group is created, it appears on the {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=top|display text=campaigns dashboard}}, regardless of whether it's running. You can click any campaign group at any time to view and edit its settings (refer to the {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=Edit_a_Campaign_Group|display text=Edit a Campaign Group}} to view editing restrictions while a campaign group is running).

[[File:CXC_CampaignHierarchy.png]]

===Campaign Group Icons===
An icon next to the name of each campaign group identifies the type of dialing or IVR mode(s) being used. The table below describes the three types of icons.

{{{!}}
!Icon
!Dialing Mode
!Type of Dialing Profile
{{!}}-
{{!}}[[File:Icon-agent.png|30px|center|middle|]]
{{!}}Predictive, Progressive (with or without Seizing) or Push or Pull Preview
{{!}}Agent
{{!}}-
{{!}}[[File:IVR-icon.png|50px|center|middle]]
{{!}}Power IVR
{{!}}IVR
{{!}}-
{{!}}[[File:Icon-MixedIVR_New.png|60px|center|middle]]
{{!}}Predictive IVR or Progressive IVR
{{!}}Agent
{{!}}-
{{!}}[[File:IC Sms Message@2x.png|center|middle]]
{{!}}Power IVR (for SMS alerts)
{{!}}Alert
{{!}}-
{{!}}[[File:IC Email@2x.png|center|middle]]
{{!}}Power IVR (for Email alerts)
{{!}}General
{{!}}-
{{!}}}

To visually inform you that LIFO has been enabled within an existing dialing mode the dialing icons will appear as shown in the following table.

{{{!}}
!Icon
!LIFO Mode
!Type of Dialing Profile
{{!}}-
{{!}}[[File:Agent_LIFO.png|30px|center|]]
{{!}}Predictive, Progressive (with or without Seizing) or Push or Pull Preview with LIFO.
{{!}}Agent / LIFO
{{!}}-
{{!}}[[File:IVR_LIFO.png|50px|center]]
{{!}}Power IVR with LIFO.
{{!}}IVR / LIFO
{{!}}-
{{!}}[[File:Agent_IVR_LIFO.png|60px|center]]
{{!}}Predictive IVR or Progressive IVR with LIFA
{{!}}Agent / LIFO
{{!}}-
{{!}}}

To the right of a campaign group name, an icon identifies the dialing mode the campaign group uses. Hover over that icon to see the name of the dialing mode and a list of associated dialing parameters. The table below describes the dialing mode associated with each icon and the dialing parameters that display onscreen when you hover over the icon.

{{{!}}
!Icon
!Dialing Mode
!Dialing Parameters
{{!}}-
{{!}}[[File:IVROnly_Icon.png|60px|center|middle]]
{{!}}Progressive IVR, Predictive IVR, or Power IVR
{{!}}Dialing mode, number of IVR ports, calls per minute
{{!}}-
{{!}}[[File:Preview_Pull_and_Push_Icon.png|60px|center|middle]]
{{!}}Push or Pull Preview
{{!}}Dialing mode only
{{!}}-
{{!}}[[File:Predictive_and_Progressive_Icon.png|60px|center|middle]]
{{!}}Predictive or Progressive (with or without Seizing)
{{!}}Dialing mode, optimization parameter, optimization value, and number of ports
{{!}}-
{{!}}-
{{!}}[[File:IC Sms Message@2x.png|center|middle]]
{{!}}Power IVR (for SMS alerts)
{{!}}Dialing mode, optimization parameter, optimization value, and number of ports
{{!}}-
{{!}}[[File:IC Email@2x.png|center|middle]]
{{!}}Power IVR (for Email alerts)
{{!}}Dialing mode, optimization parameter, optimization value, and number of ports
{{!}}-
{{!}}}

For more information about dialing modes and IVR modes, refer to the {{Link-SomewhereInThisManual|topic=DialingModes|anchor=top|display text=Dialing Modes and IVR Modes}} page.

|fullwidth=No
}}{{Section
|sectionHeading=Create a Campaign Group

|anchor=CreateaCampaignGroup
|alignment=Vertical

|structuredtext=

{{NoteFormat|Before you can create a campaign group, you must create a {{Link-SomewhereInThisManual|topic=Terminology|anchor=SessionProfile|display text=session profile}}, a {{Link-SomewhereInThisManual|topic=Terminology|anchor=DialingProfile|display text=dialing profile}}, and a {{Link-SomewhereInThisManual|topic=Terminology|anchor=CampTemplate|display text=campaign template.}}}}

{{AnchorDiv|NewCGOptions}}
You can create a campaign group in one of two ways on the {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=top|display text=Campaigns}} page.
*Option 1: From the '''New''' menu, select '''Campaign Group'''.
*Option 2: From the '''More Actions''' menu (displayed as an ellipsis) next to the name of the campaign template for the campaign group, select '''New Campaign Group'''. If you use this option, the campaign template and its associated parameters will automatically populate on the '''New Campaign Group''' page.

[[File:CXC_CreateCG_Options.png|700px|center|middle]]

{{AnchorDiv|Tabs}}
Then, on the '''New Campaign Group''' page, configure the options in each of the six tabs, as described in the following six sections.


* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=general|display text=General}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=dialing|display text=Dialing}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=listoptions|display text=List Options}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=treatment|display text=Treatment}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=compliance|display text=Compliance}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=advanced|display text=Advanced}}

{{AnchorDiv|general}}
===General===
'''Start of General Tab.''' <br>
This page is broken up in to sections, as described in the table below.
{{{!}}
!Section
!Description
{{!}}-
{{!}} '''General Options'''
{{!}}
To begin, specify the following:
* Campaign Template - select the campaign template for this campaign group. '''Note:''' if you created the campaign group using the {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=NewCGOptions|display text=Option 2 method}} outlined above, the campaign template and its associated parameters will automatically populate here.
*One or more Contact Lists- Select at least one contact list for the campaign group.
*Destination DN (Voice channel only) '''Note:''' The following DNs can be selected when configuring Destination DN (Voice transfer destination DN) for the Campaign Group or Campaign Template:
** The Destination DN specified in the Session Profile used to create the Campaign Template.
** All DNs (if present) specified as Origination DNs in the properties associated with the Agent Group used to create Dialing Profile, Campaign Template or Campaign Group.
*Caller ID Number (Voice channel only) - The Caller ID associated with the campaign. '''Note:''' You can set the global Caller ID number on the {{Link-SomewhereInThisManual|topic=SettingsTab|anchor=top|display text=Settings}} page.
*To use more than one Caller ID turn on the '''Caller ID Set''' option and click '''Change'''. For details see: {{Link-SomewhereInThisManual|topic=CallerIDSets|anchor=Top|display text=Create and Manage Caller ID Sets > Assign a Caller ID Set}}.
*Agent Group (Voice channel only)
*Channel - The type of channel being used for the campaign (Voice, SMS, or Email) automatically populates here.
{{NoteFormat|You cannot edit an Agent Group or Destination DN for a campaign group that is currently running. In that case, you need to {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=StartPauseStop|display text=stop}} the campaign group, edit the Agent Group and/or Destination DN, and then resume the campaign group.}}
{{!}}-
{{!}} '''Phone Number Filters'''
{{!}}Next, you'll apply {{Link-SomewhereInThisManual|topic=ListFilters|anchor=top|display text=phone number filters}} to the contact lists that be will be part of this campaign. Refer to the {{Link-SomewhereInThisManual|topic=ListFilters|anchor=top|display text=Apply Phone Number Filters to a Contact List}} page for a description of the available phone number filters.
{{!}}-
{{!}} '''Rules and Strategies'''
{{!}}
In this next section, you'll see a list of attempt rules, location rules, and suppression lists that were marked as '''Required''' when they were created or imported. You can click Change to add additional rules or suppression lists, but you cannot remove them from this page. You must return to the {{Link-SomewhereInThisManual|topic=CompTools|anchor=top|display text=Compliance Tools}} page or the {{Link-SomewhereInThisManual|topic=Suppression|anchor=top|display text=Contact Suppression Lists}} page to uncheck the '''Required''' box. Refer to the {{Link-SomewhereInThisManual|topic=CompTools|anchor=AttemptRules|display text=Attempt Rules}}, {{Link-SomewhereInThisManual|topic=CompTools|anchor=LocationRules|display text=Location Rules}}, or {{Link-SomewhereInThisManual|topic=Suppression|anchor=top|display text=Contact Suppression Lists}} pages for more information.

You can also apply the following in this section:
* Labels - Choose a {{Link-SomewhereInThisManual|topic=FieldLabels|anchor=top|display text=labeling schema}} you created on the '''Labels''' page. '''Note''': A contact list can have only one labeling schema.
*Filtering Rule - Choose a {{Link-SomewhereInThisManual|topic=ListRules|anchor=FilteringRule|display text=filtering rule}} that, when applied, when applied, defines the way contact data is sorted and ordered. Unlike upload and selection rules, you can update apply or update a filtering rule dynamically, while a campaign group is running.
{{!}}-
{{!}} '''List Reset Options'''
{{!}}Finally, if you want to restart a campaign after it has been paused or stopped/unloaded, you can specify the way in which CX Contact should retry the contact list. The options are outlined {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=List_Reset_Options|display text=below.}}
{{!}}-
{{!}}}
'''End of General Tab'''.

{{AnchorDiv|dialing}}
===Dialing===
'''Start of Dialing Tab.'''

Use the '''Dialing''' tab to set important dialing parameters, such as the dialing mode, pacing options, and time constraints. This table below describes each section of the '''Dialing''' tab.

{{{!}}
!Section
!Description
{{!}}-
{{!}} '''Dialing Modes and IVR Modes'''
{{!}}Choose a dialing mode or an IVR mode, depending on the type of campaign you're running. For a detailed description of each dialing mode and IVR mode, refer to the {{Link-SomewhereInThisManual|topic=DialingModes|anchor=top|display text=Dialing Modes and IVR Modes}} page.
{{!}}-
{{!}} '''Optimization Parameters'''
{{!}}
If you select a Predictive dialing mode or Predictive IVR mode, you can select an optimization parameter. When you select an optimization parameter, the system adjusts call pacing to adhere to that parameter. Refer to the {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=top|display text=Pacing and Optimization}} page for a description of each optimization parameter and its associated dialing mode or IVR mode.
{{!}}-
{{!}} '''Pacing Options'''
{{!}}Pacing defines the way in which contact attempts are made - you select the parameters and the dialing algorithm adjusts accordingly. Refer to the {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=top|display text=Pacing and Optimization}} page for a description of each pacing option and its associated dialing mode or IVR mode.
{{!}}-
{{!}} '''Time Constraints'''
{{!}}Use the Time Constraints section (first enable Constrain Pass Times) to define when the system can and cannot attempt a record. Refer to the {{Link-SomewhereInThisManual|topic=TimeConstraints|anchor=top|display text=Define the Calling Window}} for information about time constraint options and to learn how to set a safe dialing window.
{{!}}-
{{!}}}
'''End of Dialing Tab'''

{{AnchorDiv|listoptions}}
===List Options===
'''Start of List Options Tab.'''

{{NoteFormat|The '''List Options''' tab is available at the campaign group level only. You will not see this tab when creating or editing a dialing profile or a campaign template.}}

If you have a campaign group with more than one contact list, you can use this tab to assign each list a relative weight, which represents the ratio of records that will be retrieved from a contact list for the campaign group.

To learn how to use this feature, refer to the {{Link-SomewhereInThisManual|topic=ListWeighting|anchor=top|display text=Assign Weights to Contact Lists}} page in this manual.

The table below describes each section of the '''List Options''' tab.

{{{!}}
!Section
!Description
{{!}}-
{{!}} '''Enable List Options'''
{{!}} Enables/disables the following options:
* Never start before
* Always end by
* Timezone source
* Timezone
* Filtering Rule
{{!}}-
{{!}} '''Never start before'''
{{!}}Indicates the earliest possible start time at which the system can dial records.
{{!}}-
{{!}} '''Timezone source'''
{{!}}Indicates from where the timezone is derived. For additional information see: {{Link-SomewhereInThisManual|topic=TimeZones|anchor=top|display text=Time Zone Assignment}}.
{{!}}-
{{!}} '''Timezone'''
{{!}}Enables you to define an explicit timezone. The default is the local timezone. For additional information see: {{Link-SomewhereInThisManual|topic=TimeZones|anchor=top|display text=Time Zone Assignment}}.
{{!}}-
{{!}} '''Filtering Rule'''
{{!}}Indicates the way data is sorted and ordered. For additional information see: {{Link-SomewhereInThisManual|topic=ListRules|anchor=Create_a_Filtering_Rule|display text=Create a Filtering Rule}}.
{{!}}-
{{!}} '''Exclamation mark'''
{{!}}Contains a tool tip that indicates that the Enable List Options option is turned on.
{{!}}-
{{!}}}

'''End of List Options Tab.'''

{{AnchorDiv|treatment}}
===Treatment===
'''Start of Treatment Tab.'''

A treatment defines what CX Contact should do with a call that does not reach the intended party.
This tab is broken down into the following sub-tabs:

* {{Link-SomewhereInThisManual|topic=DeliveryRetry|anchor=Delivery|display text=Delivery Options}} - define the circumstances in which the system should connect a call to an agent.
* {{Link-SomewhereInThisManual|topic=DeliveryRetry|anchor=Retry|display text=Retry Options}} - define the way the system should respond to any given call result.
*{{Link-SomewhereInThisManual|topic=SCXML|anchor=top|display text=SCXML-based treatments}} - specify the URI to an SCXML treatment script.
* {{Link-SomewhereInThisManual|topic=DeviceEscalation|anchor=top|display text=Device Escalation}} - in the event a single record contains more than one device, you can identify which device(s) are contacted as well as the order in which they are contacted.

Click the links above to learn how to apply treatments and device escalation.

'''End of Treatment Tab.'''

{{AnchorDiv|compliance}}
===Compliance===
'''Start of Compliance Tab.'''

If you have a campaign using Predictive dialing and the Abandoned Call Rate optimization parameter, and you want the system to switch to Progressive dialing in the event the target abandon rate reaches your optimization goal (for example 3.1%) to eliminate the risk of further abandonment, you'll specify those values here. The system can then switch back to Predictive once the call abandon rate returns to an acceptable level (for example 2.9%).

[[File:CXC_DP_CompTab.png|600px|center|middle]]

'''End of Compliance Tab.'''

{{AnchorDiv|content}}
===Content===
'''Start of Content Tab.'''

{{NoteFormat|This tab only appears for campaigns using an SMS or Email channel.}}

Use this tab to create SMS or Email templates, depending on the channel. See the {{Link-SomewhereInThisManual|topic=SMSCampaign|anchor=top|display text=Create an SMS Template}} page or the {{Link-SomewhereInThisManual|topic=EmailCampaign|anchor=top|display text=Create an Email Template}} page for more information.

'''End of Content Tab.'''

{{AnchorDiv|advanced}}
===Advanced===
'''Start of Advanced Tab.'''

{{NoteFormat|Use these options only if you have advanced knowledge of CX Contact or have been advised by Customer Care.}}

On the '''Advanced''' tab, you can configure an unlimited number of arbitrary dialing options that provide additional functionality. Enter the option name and value that you want to apply to the campaign group here. Contact your account representative for more information about the available options.

The pacing and dialing options available on this page are described in detail in the {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=Pacing_Options|display text=Pacing Options}} and {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=Advanced_Dialing_Options|display text=Advanced Dialing Options}} sections on the {{Link-SomewhereInThisManual|topic=PacingOptions|anchor=top|display text=Pacing and Optimization}} page in this manual.

'''End of Advanced Tab.'''

When you're finished, the campaign group and its contact lists will appear on the {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=top|display text=campaigns dashboard}}.

[[File:CXC_CampaignHierarchy.png|center|middle]]

{{AnchorDiv|EditCG}}

|fullwidth=No
}}{{Section
|sectionHeading=Edit a Campaign Group

|anchor=EditaCampaignGroup
|alignment=Vertical

|structuredtext=

To edit a campaign group, go to the {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=top|display text=campaigns dashboard}} and click the name of the campaign group to open and edit its properties.

===Edit Settings for Active Campaign Groups===

In most cases, you can edit a campaign group setting while the campaign group is running. In some cases, however, a setting cannot be changed, or it can be changed only if you first pause the campaign group, make the necessary changes, and then resume the campaign group.

The table below lists each campaign group setting and the condition under which each setting can be changed.

{{{!}}
{{!}}-
!width="10%"{{!}} '''Tab'''
!width="25%"{{!}} '''Setting'''
!width="5%"{{!}} '''While Campaign Group is Running'''
!width="5%"{{!}} '''Stop/Resume Campaign Group'''
!width="5%"{{!}} '''No Changes Allowed'''
{{!}}- valign="top"
{{!}} rowspan=12 style="background-color:#F5F5F5" {{!}} '''General Tab'''
{{!}}Campaign Template
{{!}}
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}-
{{!}}Agent Group
{{!}}
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}-
{{!}}Contact List
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Destination DN
{{!}}
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}-
{{!}}Caller ID Number
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Filtering Criteria
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Attempt Rules and Location Rules
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Contact Suppression Lists
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Labels
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Contact Order
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Timezone Source
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}List Reset Options
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}} rowspan=10 style="background-color:#F5F5F5" {{!}} '''Dialing Tab'''
{{!}}IVR Modes - Switch between On and Off
{{!}}
{{!}}
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}-
{{!}}Dialing Mode - Change Predictive to Progressive
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Change Predictive or Progressive to Push/Pull Preview
{{!}}
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}-
{{!}}Change Predictive IVR to Progressive IVR or Power IVR
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Change Predictive IVR or Progressive IVR to Push/Pull Preview Dialing
{{!}}
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}-
{{!}}Optimization Parameters and Goals
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}IVR Port Assignment
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Change between Predictive with Seizing and Progressive with Seizing
{{!}}
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}-
{{!}}Small Group Mode
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Constrain Start and End Time
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}} rowspan=1 style="background-color:#F5F5F5" {{!}} '''List Options Tab'''
{{!}}Change List Weights
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}} rowspan=2 style="background-color:#F5F5F5" {{!}} '''Treatment Tab'''
{{!}}All Delivery Options
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}All Retry Options
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}} rowspan=1 style="background-color:#F5F5F5" {{!}} '''Compliance Tab'''
{{!}}Abandon Rate - switch between Predictive and Progressive
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}} rowspan=8 style="background-color:#F5F5F5" {{!}} '''Advanced Tab'''
{{!}}Advanced Options (add, edit, delete)
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Answer Type Recognition
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Timeguard Timeout
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Minimum and Optimum Buffer
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Average Inbound and Outbound Call Duration
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Inbound Rate
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Ignore very long calls
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}Reserve Agents for Inbound
{{!}} style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}} '''•'''
{{!}}
{{!}}
{{!}}-
{{!}}}



|fullwidth=No
}}{{Section
|sectionHeading=Delete a Campaign Group

|anchor=DeleteaCampaignGroup
|alignment=Vertical

|structuredtext=

To delete a campaign group, go to the {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=top|display text=campaigns dashboard}}, click the '''More Actions''' menu (displays as an Ellipsis) displayed next to the campaign group and select '''Delete Campaign Group'''.

[[File:CXC_EditDeleteCG.png|500px|center|middle]]

|fullwidth=No
}}{{Section
|sectionHeading=Start a Campaign Group in a Paused State

|anchor=PausedState
|alignment=Vertical

|structuredtext=

If, after creating the campaign group, you don't want to begin dialing immediately, you can put the campaign group in a paused state and then manually {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=StartPauseStop|display text=start the campaign group}} at a later time.

To do this, check '''Start Paused''' from the '''New Campaign Group''' page.

[[File: CXC_StartPaused.png|300px|center|middle]]

|fullwidth=No
}}{{Section
|sectionHeading=Start, Pause, or Stop a Campaign Group

|anchor=StartPauseStop
|alignment=Vertical

|structuredtext=

On the {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=top|display text=campaigns dashboard}}, use the media controls next to each campaign group to start, pause, or stop dialing activity.

* Start - Starts or resumes dialing.
*Pause - Pauses dialing activity.
* Stop - Stops (unloads) dialing entirely. '''Note''': Stopping a campaign group resets all campaign group statistics.

A status bulb next to the media controls indicates the current status of any campaign group and uses the following color schme:
* Green - Active/Running
* Blue - Paused
* Grey - Inactive

[[File:CXC_MediaControls_New.png|500px|center|middle]]
{{AnchorDiv|ListReset}}
===List Reset Options===
In the event you pause and then restart a campaign, you can specify the way in which CX Contact should retry the contact list. You'll do this on the '''General''' tab for the campaign object.

[[File:CXC_ListResetOptions.png|500px|center|middle]]

The '''List Reset''' options are as follows:

*Continue (Default) - CX Contact resumes dialing against the contact list.
*Full Reset - CX Contact resets the contact list and starts dialing without any consideration for previous call results achieved.
*Selected Reset - CX Contact retries a contact list based on selected call results. A list reset occurs under any of the following conditions:
**Call Result - Specify the {{Link-SomewhereInThisManual|topic=DeliveryRetry|anchor=CallResult|display text=call result(s)}} you want included in the retry.
**Record Type - Select the record types you want included in the retry.
**Record Status - Select the record status you want included in the retry, as follows:
***Ready - The record is ready to be dialed. It has not yet been attempted.
***Retrieved - The record is retrieved from the database and is currently being processed.
***Updated (Default) - The record has been processed and updated in the database.


|fullwidth=No
}}{{Section
|sectionHeading=Automatically Complete a Campaign Group Upon Record Depletion

|anchor=RecordDepletion
|alignment=Vertical

|structuredtext=

In the event all contact list records have been attempted and retry parameters depleted, CX Contact will automatically stop the campaign group and send a toast notification to all affected agents to advise that the campaign has been unloaded.

To enable this, check '''Complete if no more records''' on the New Campaign Group page.

When you're finished, select '''Create''' or '''Create and Run'''.

{{NoteFormat|This option is only available for campaign groups that are not currently running. If you want to apply this option to a campaign group that is currently running, you must first stop the campaign group, select this option, and then resume the campaign group.}}



|fullwidth=No
}}{{Section
|sectionHeading=Related Topics

|anchor=RelatedTopics
|alignment=Vertical

|structuredtext=
* {{Link-SomewhereInThisManual|topic=Campaigns|anchor=top|display text=Create a Campaign Template}}
* {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=top|display text=Create a Dialing Profile}}
* {{Link-SomewhereInThisManual|topic=Terminology|anchor=top|display text=Campaign Structure and Terminology}}

|fullwidth=No
}}
}}

@@ Line 160: / Line 160: @@
 *Channel - The type of channel being used for the campaign (Voice, SMS, or Email) automatically populates here.
 *Contact Lists - The contacts that should receive the campaign.
-*Agent Group
+*Agent Group -  Agent groups are set up in either Genesys Administrator Extension (GAX) or in Agent Setup.
 {{NoteFormat|You cannot edit an Agent Group or Destination DN for a campaign group that is currently running. In that case, you need to {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=StartPauseStop|display text=stop}} the campaign group, edit the Agent Group and/or Destination DN, and then resume the campaign group.}}

@@ Line 187: / Line 187: @@
 You can also apply the following in this section:
 * Labels - Choose a {{Link-SomewhereInThisManual|topic=FieldLabels|anchor=top|display text=labeling schema}} you created on the '''Labels''' page. '''Note''': A contact list can have only one labeling schema.
-*Filtering Rule - Choose a {{Link-SomewhereInThisManual|topic=ListRules|anchor=FilteringRule|display text=filtering rule}} that, when applied, defines the way contact data is sorted and ordered. Unlike upload and selection rules, you can update apply or update a filtering rule dynamically, while a campaign group is running.
+*Filtering Rule - Choose a {{Link-SomewhereInThisManual|topic=ListRules|anchor=FilteringRule|display text=Filtering Rule}} that, when applied, defines the way contact data is sorted and ordered. Unlike upload and selection rules, you can update apply or update a Filtering Rule dynamically, while a campaign group is running.
 {{!}}-
 {{!}} '''List Reset Options'''
@@ Line 237: / Line 241: @@
 !Description
 {{!}}-
-{{!}} '''Enable List Options'''
+{{!}} '''Contact List'''
-{{!}} Enables/disables the following options:
+{{!}}The name of the contact list in this campaign group.
-* Never start before
+{{!}}-
-* Always end by
+{{!}} '''List Weighting'''
-* Timezone source
+{{!}}This property is applicable for a campaign with more than one active Calling List. It is the percentage of call records to be retrieved from a Calling List for a Campaign. Specify what percentage of that volume will be drawn from each calling list. See the '''Understanding Weights''' topic in the '''Framework Genesys Administrator Help'''.
-* Timezone
+{{!}}-
-* Filtering Rule
+{{!}} '''Filtering Rule'''
 {{!}}-
 {{!}} '''Never start before'''
-{{!}}Indicates the earliest possible start time at which the system can dial records.
+{{!}}Indicates the earliest possible start time at which the system can dial records. (reserved for future use)
 {{!}}-
 {{!}} '''Timezone source'''
-{{!}}Indicates from where the timezone is derived. For additional information see: {{Link-SomewhereInThisManual|topic=TimeZones|anchor=top|display text=Time Zone Assignment}}.
+{{!}}Indicates from where the timezone is derived. For additional information see: {{Link-SomewhereInThisManual|topic=TimeZones|anchor=top|display text=Time Zone Assignment}}. (reserved for future use)
 {{!}}-
 {{!}} '''Timezone'''
-{{!}}Enables you to define an explicit timezone. The default is the local timezone. For additional information see: {{Link-SomewhereInThisManual|topic=TimeZones|anchor=top|display text=Time Zone Assignment}}.
+{{!}}Enables you to define an explicit timezone. The default is the local timezone. For additional information see: {{Link-SomewhereInThisManual|topic=TimeZones|anchor=top|display text=Time Zone Assignment}}. (reserved for future use)
 {{!}}-
 {{!}} '''Exclamation mark'''
-{{!}}Contains a tool tip that indicates that the Enable List Options option is turned on.
+{{!}}A tool tip that indicates that this contact list belongs to multiple Campaign Groups. The Dialing filter assigned to the specific contact list will affect the dialing of all the Campaign Groups associated with the specific contact list.
 {{!}}-
 {{!}}}
@@ Line 484: / Line 486: @@
 {{!}}
 {{!}}-
-{{!}}rowspan=1 style="background-color:#F5F5F5" {{!}}'''List Options Tab'''
+{{!}}rowspan=5 style="background-color:#F5F5F5" {{!}}'''List Options Tab'''
 {{!}}Change List Weights
 {{!}}style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}}'''•'''
 {{!}}style="font-size: 40px; text-align: center;" data-mce-style="font-size: 40px; text-align: center;"{{!}}'''•'''

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Create a Campaign Group
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |TocName=Create a Campaign Group
 |Application=CX Contact

PEC-OU/Current/CXContact/CampaignGrps - Revision history

WikiSysop at 10:00, May 11, 2022

Mary.hachey@genesys.com: Published

Merav.levy@genesys.com: Published

Merav.levy@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"