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

Merav.levy@genesys.com: Published

2021-02-09T17:07:53Z

Published

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

2020-07-25T02:32:25Z

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

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

2020-07-15T11:45:44Z

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

Bgrenon: Published

2020-06-08T14:25:58Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Campaign Structure and Terminology
|Platform=PureEngage
|TocName=Campaign Structure and Terminology
|Application=CX Contact
|Role=Administrator
|Context=Learn about the basic structure and terminology for an outbound campaign.
|Section=

Before you set up a campaign, it's important that you understand the basic structure and terminology associated with an outbound campaign.

This page explains key components of a campaign and describes how those components work together.

{{Section
|sectionHeading=
|image=CXC_Campaign_Structure2.png|300px
|Media=Image|anchor=|alignment=Horizontal|structuredtext=The components are as follows:
*{{Link-SomewhereInThisManual|topic=Terminology|anchor=DialingProfile|display text=Dialing profile}}
*{{Link-SomewhereInThisManual|topic=Terminology|anchor=SessionProfile|display text=Session profile}}
*{{Link-SomewhereInThisManual|topic=Terminology|anchor=CampTemplate|display text=Campaign template}}
*{{Link-SomewhereInThisManual|topic=Terminology|anchor=CampaignGroup|display text=Campaign group}}
*{{Link-SomewhereInThisManual|topic=Terminology|anchor=CallingList|display text=Contact list}}
}}

{{Section
|sectionHeading=Dialing Profile
|anchor=DialingProfile
|alignment=Vertical
|structuredtext=

At the top level is the dialing profile. You create the dialing profile in CX Contact and specify dialing-specific and campaign-specific information, such as:
*{{Link-SomewhereInThisManual|topic=DialingModes|anchor=top|display text=Dialing modes or IVR modes}}
*{{Link-SomewhereInThisManual|topic=PacingOptions|anchor=top|display text=Pacing and optimization parameters}}
*{{Link-SomewhereInThisManual|topic=ListFilters|anchor=top|display text=Filtering options}}
*{{Link-SomewhereInThisManual|topic=ApplyTreatments|anchor=top|display text=Treatments}}

You can have multiple dialing profiles and designate one as the default. All settings from the dialing profile populate when you create a new campaign template.

[[File:CXC_DialingProfile_Menu.png|center|500px]]

|fullwidth=No
}}{{Section
|sectionHeading=Session Profile
|anchor=SessionProfile
|alignment=Vertical
|structuredtext=

Also at the top level is the session profile. The session profile consists of objects, which are created in Genesys Administrator EXtension (GAX), that store system-level parameters, such as:
*Application object
**connection to servers
*DN objects
**trunk groups
**routing points
**queues

You can have multiple session profiles and designate one as the default. The session profiles associated with your account populate when you create a new campaign template.

[[File:CXC_SessionProfile_Menu.png|center|500px]]

{{NoteFormat| Session profiles can be created in the '''Settings''' tab. For additional information refer to: {{Link-SomewhereInThisManual|topic=SettingsTab|anchor=SessionProfilesSettings|display text=Settings > Session Profiles.}}}}

|fullwidth=No
}}{{Section
|sectionHeading=Campaign Hierarchy
|anchor=CampaignHierarchy
|alignment=Vertical
|structuredtext=

The remaining campaign components are organized according to a standard hierarchical structure on the {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=top|display text=campaigns dashboard}}, as follows:
*The {{Link-SomewhereInThisManual|topic=Terminology|anchor=CampTemplate|display text=campaign template}} is the top-level folder, meaning that it needs to be created before the other campaign components can be created. It stores the dialing profile and session profile parameters.
**The {{Link-SomewhereInThisManual|topic=Terminology|anchor=CampaignGroup|display text=campaign group}} is under the campaign template in the hierarchy. It inherits all campaign template settings and configuration, and it contains one or more contact lists.
***The {{Link-SomewhereInThisManual|topic=Terminology|anchor=CallingList|display text=contact lists}} belong to the campaign group. All settings and configuration stored in the campaign group are applied to each record in each contact list

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

{{AnchorDiv|CampTemplate}}
===Campaign Template===

The campaign template is the top-level folder that can contain the campaign group/s and contact list/s.

When you create a new campaign template, the {{Link-SomewhereInThisManual|topic=Terminology|anchor=DialingProfile|display text=dialing profile}} and {{Link-SomewhereInThisManual|topic=Terminology|anchor=SessionProfile|display text=session profile}} you created earlier will populate. When you select the dialing profile, all the parameters you specified on the Dialing Profile page appear. You can edit any or all of those settings for this particular template.

{{AnchorDiv|CampaignGroup}}
===Campaign Group===

The campaign group is created from the campaign template and inherits all the settings from the campaign template (but you can edit any or all of them when you create the campaign group). The campaign group must always contain an agent group and at least one contact list.

{{AnchorDiv|CallingList}}
===Contact List===

When you create a new campaign group, you select one or more contact lists. Each record in the contact list inherits the rules and treatments specified for that campaign group.

Each contact list appears on a separate line on the {{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=top|display text=campaigns dashboard}}, right under the associated campaign group because campaign statistics are displayed for each contact list.

|fullwidth=No
}}{{Section
|sectionHeading=Related Topics
|anchor=RelatedTopics
|alignment=Vertical
|structuredtext=
*{{Link-SomewhereInThisManual|topic=CampaignsPage|anchor=top|display text=Campaigns Dashboard}}
* {{Link-SomewhereInThisManual|topic=DialingProfile|anchor=top|display text=Create a Dialing Profile}}
* {{Link-SomewhereInThisManual|topic=Campaigns|anchor=top|display text=Create a Campaign Template}}
* {{Link-SomewhereInThisManual|topic=CampaignGrps|anchor=top|display text=Create a Campaign Group}}
* {{Link-SomewhereInThisManual|topic=Lists|anchor=top|display text=Create and Manage Contact Lists}}

|fullwidth=No
}}
}}

← Older revision		Revision as of 17:07, February 9, 2021
Line 94:		Line 94:
	Each contact list appears on a separate line on the {{Link-SomewhereInThisManual\|topic=CampaignsPage\|anchor=top\|display text=campaigns dashboard}}, right under the associated campaign group because campaign statistics are displayed for each contact list.		Each contact list appears on a separate line on the {{Link-SomewhereInThisManual\|topic=CampaignsPage\|anchor=top\|display text=campaigns dashboard}}, right under the associated campaign group because campaign statistics are displayed for each contact list.

		+	\|fullwidth=No
		+	}}{{Section
		+	\|sectionHeading=Record
		+	\|anchor=Record
		+	\|alignment=Vertical
		+	\|structuredtext=
		+
		+	A record is a row in a Contact List table. In addition to mandatory fields, each record contains:
		+	* A phone number.
		+	* The fields that determine how the records should be processed (Record Type and Record Status).
		+	* The fields that store time boundaries and time zone information; these enable runtime determination of whether the record can be dialed.
		+
		+	\|fullwidth=No
		+	}}{{Section
		+	\|sectionHeading=Chain
		+	\|anchor=Chain
		+	\|alignment=Vertical
		+	\|structuredtext=
		+
		+	A chain is the set of records for the same customer in a Contact List. These records typically contain alternative phone numbers such as home, business, and cellular phone.
		+
		+	\|fullwidth=No
		+	}}{{Section
		+	\|sectionHeading=Call Results
		+	\|anchor=CallResults
		+	\|alignment=Vertical
		+	\|structuredtext=
		+
		+	The final outcome of a call is stored in the Contact List from which the call is dialed. For additional information, refer to {{#Widget:ExtLink\|link=https://docs.genesys.com/Documentation/OU/8.1.5/Ref/DefinedConstants#Call_Result_Types\|displaytext=Call Result Types}}.
		+
		+	\|fullwidth=No
		+	}}{{Section
		+	\|sectionHeading=Record Types
		+	\|anchor=RecordTypes
		+	\|alignment=Vertical
		+	\|structuredtext=
		+
		+	Record types indicate if a record should be dialed, not dialed, or scheduled. For additional information, refer to {{#Widget:ExtLink\|link=https://docs.genesys.com/Documentation/OU/8.1.5/Ref/DefinedConstants#Record_Types\|displaytext=Record Types}}.
		+
		+	\|fullwidth=No
		+	}}{{Section
		+	\|sectionHeading=Record Statuses
		+	\|anchor=RecordStatuses
		+	\|alignment=Vertical
		+	\|structuredtext=
		+
		+	A record status displays the latest record status. For additional information, refer to {{#Widget:ExtLink\|link=https://docs.genesys.com/Documentation/OU/8.1.5/Ref/DefinedConstants#Record_Statuses\|displaytext=Record Statuses}}.

	\|fullwidth=No		\|fullwidth=No

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Campaign Structure and Terminology
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |TocName=Campaign Structure and Terminology
 |Application=CX Contact

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

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"